This is a guest article by Alexa Lemzy – customer support manager and blog author at TextMagic, a bulk SMS solution for business. She helps businesses take advantage of mobile and spends hours reading tons of content about customer retention and business workflows.
Modern consumers are used to having the option to contact businesses on social media and other public forums as well as traditional contact methods. What’s more, customers are sharing their opinions and interactions across the internet and social media more than ever. Today, customer service is a major part of your brand image.
This has blurred the lines between marketing and customer service. Consumers want your business to be consistent from marketing and sales to customer support.
Great customer service is also an effective form of marketing, keeping existing users loyal and attracting new leads.
Strengthening the relationship between marketing and customer service can have a big impact on customer satisfaction. By creating processes for collaboration and feedback, you can increase retention while attracting new clients.
In this article for Process Street, we’re going to look at a series of factors which you have to get right to provide a unified marketing and customer service strategy:
- Customer service reps act as brand ambassadors
- Bring customer support into your social media strategy
- Gain product marketing insights from customer service integration
- Excellent customer service is an underrated marketing channel
- Holistic approaches to customer interactions means consistent communication
- Keep customer service in the loop with marketing promotions
- Better inform your audience personas
- Get content ideas and inspiration direct from customer needs
- Understand whether you’re setting the right expectations
- Improve your customer service strategy with Process Street