Marketing and customer service are two departments that often work in silos within a company. Marketing focuses on growing the customer base, and customer service handles support issues. But there are many ways these departments can work together to improve the customer experience.
One way is by using inbound marketing strategies that make use of customer service tools like chat or live chat software. This allows for a more seamless experience for customers, providing information about the product without forcing them to contact anyone.
If you want to increase your sales, you can do that by providing great customer support and your customers will do free marketing for you. Like Spectrum customer service helps Spectrum to gain more popularity when their customers leave a good word of mouth. Amazon is another great example of great customer support and word-of-mouth marketing.
Also, a company can create a content strategy for their customer service representatives that offers helpful information about products. If your customer service reps are prepared with sound product knowledge, they can also act as a source of marketing your products.
Let’s look at some ways marketing and customer service can work together.
Social Media Customer Service
Social media customer service is just as important as traditional customer service. It can be an opportunity to create a positive experience for a customer and turn them into loyal brand advocates by resolving their issues in an efficient and friendly way.
When utilized properly, social media platforms like Facebook, Twitter, Instagram, and LinkedIn can help companies save money through lower call center volume, reduce churn rates, improve customer loyalty and reach new customers.
Customer service on social media is about more than just responding to fans’ tweets or messages. It’s about providing the same level of customer service that you would provide via email. It also helps you to attract the attention of more potential buyers as you market your services along with offering customer support.
Social media has changed the way that we interact with customers and brands. Facebook, Twitter, and other networks are now where customers go when they have problems or questions about a brand. Unfortunately, the old model of customer support is not equipped to handle this new reality.
Loyal customers spread the word of mouth
It is much cheaper to keep a customer than it is to get a new customer. The cost of acquiring a new customer is about 4-5 times more than keeping an existing customer.
You need loyal customers for the growth of your business. Most of the businesses do not have customer retention strategies and so they are losing valuable customers. You have to have some strategies to keep the customers coming back again and again.
Word of Mouth is the most powerful form of marketing.
People trust and value opinions from other people more than they trust advertisements. Word of mouth marketing can drive a lot of business through word of mouth referrals.
Word of Mouth Marketing Tips:
- Focus on creating exceptional products or services to build your brand’s reputation.
- Share your knowledge through blogs, e-books, videos, webinars, podcasts, etc. to help others and change lives for the better.
- Connect with influencers who have large networks that you can leverage to spread the word about your services or product.
Ask your customer to rate your customer service online
Why would a company want to ask what their customers thought of their service on social media? Because it helps you make the most of your resources. And there’s no better way to know what you’re doing right and where you can improve in providing excellent customer service than by asking your customers for feedback.
The important step to creating an excellent customer service experience is getting your customers to leave reviews. You can’t improve what you don’t measure, and online reviews (in particular) are one of the most valuable metrics that you can use to grow your business.
A great way to get your customers to share their experiences with you online is by asking them directly. Using a tool like a Customer Lobby, you can create an email template that automatically sends new customers a questionnaire after they purchase from you. The more reviews you have, the better it becomes for you and your customers!
Online feedbacks speak for your brand and more people trust the quality. Online feedback is the biggest source of organic marketing.
Wrapping Up
Customer service and marketing are two separate entities that both require the same thing from your business – to be able to better understand their needs, wants, and concerns. By creating a well-rounded customer service team in your business, you will be able to better market yourself through excellent customer service.
