With the digital footprint of a business, marketing and customer service have become increasingly intertwined. Bringing the two together can solve challenging issues and boost customer satisfaction and profitability. Having a competitive advantage means being one step ahead of your competitors in marketing and customer service. Our goal in this blog is to give you 3 ways that customer service can help improve your marketing efforts.
1. Content that moves customers through the funnel
Customer service should be involved during content ideation to ensure content resonates and motivates prospects to move through the funnel. Customer service and marketing can work together to identify the best campaigns for prospects and direct them to the appropriate content to meet their needs, thus increasing the conversion rate. Marketing can engage customer service to gain a deeper understanding of customer concerns and use that information to create a library of help and support blogs. In turn, your customer service will be able to focus on complex support since some common questions will go into the self-help library, and your marketing team will have the top customer concerns to work on as topics.
2. Unified efforts that enhance customer experience
Be careful not to get caught in embarrassing situations because your customer service is not informed about your marketing's latest campaigns and promotions. How will customer service handle initial phone calls or emails without knowing about a deal, promotion, or promise made to a customer by marketing and not being included in the process? By integrating marketing and customer service, your brand's message can be unified, and a smoother experience can be created for your customers.
3. Avoid gimmicks in marketing
A common issue is a discrepancy between expectations and reality caused by your marketing team making a promise that your product can't keep. However, such complaints are not dealt with by marketing; instead, they are handled by customer service. Discrepancies must be communicated between departments to create honest marketing relevant to the customer. When customer service and marketing work together, marketing will learn what words to avoid and what gimmicks to avoid. By avoiding unnecessary ambiguity in your marketing campaign, you can get fewer complaints, less churn, and happier customers. Customer expectations can also be better managed.
Final Thoughts
The ability to achieve shared goals is the key to success.
Sustainable growth is an ongoing process, and both customer service and marketing play a huge role. When marketing and customer service share the goal of resolving issues before they arise, that's better for your brand and your customer. With happier customers, you can deliver better campaigns and support, increase revenue and cement your position as a customer-centric brand in the future.
Streamline support and marketing collaboration with Zendesk Suite (Support, Chat, Talk & Guide), which provides access to support resources for better understanding customers' needs. Both departments can function more efficiently if their analytics and goals are sharable.
Zooloo is a Zendesk partner, which means we can assist you with everything from sales to consulting, implementation support, and integration. Please contact us at sales@zooloo.asia.
- Discover more about Customer Engagement Strategies
- Find some tips on e-Commerce Strategies
- Looking closer at Omnichannel Support Strategies
Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
