The Role of Customer Service in Marketing

December 12, 2019

It’s not a coincidence that the statement “customer service is the new marketing” is becoming more and more popular among businesses. 

As customers increasingly turn to social media channels as a way of communicating with businesses, the role of customer service in marketing has become more important than ever. 

“Customer service is the new marketing” may sound a cliché but if you consider today’s customers, you’ll quickly realize that it’s true. People lost their trust in advertisements and even reviews a long time ago. On the other hand, a good first-hand experience with your company’s customer service continues to remain a great way to gain customer trust, even today.

So let’s see how the role of customer service in marketing can be beneficial to your company! 

Customer Support via Social Media 

Communicating via social media is customers’ top choice for contacting a business. As such, using social media channels to provide customer service is an absolute must for companies who want to strive in the long run. 

However, the question often arises who should be responsible for handling these customer service issues: someone from your marketing team or your customer service team? 

Well, your customer support team has received proper training and have the resources to be able to efficiently handle customer queries and resolve issues. So, it is likely that they will be more capable of handling customer queries than your marketing team. 

Luckily, it is simple for your customer support team to utilize social media channels. Advanced contact center software solutions such as VCC Live can be easily integrated with social media channels, enabling members of your customer service team to smoothly handle customer-related inquiries via those channels. 

Sharing success stories 

The fact that anything and everything on social media can go viral in the blink of an eye can be both a blessing and a curse. But if your customer service and marketing teams work together, you can easily leverage the power of social media and create free promotional value for your brand. 

How? Well, your customer service team are often the people who experience cases of customer satisfaction and success. So why not team up with your marketing team and share your success stories via your social channels? 

If your customer service team share some of their most positive customer experiences with your marketing team, they can create success stories together and share them with your customers using your social media sites. 

Another way the teams can work together is to utilize customer testimonials and share them with your audience, as well as encourage satisfied customers to leave reviews on your social media channels. 

Get to know your customers better 

In order to target your customers with relevant content marketing campaigns, you’ll need to get to know them. And what better way to collect information than by asking your customer service team? 

The good news is that they talk to your customers all the time to help resolve their issues, meaning they are continually collecting and storing information about ongoing customer needs, which is more than valuable for your marketing team. 

Understanding your customers is critical for creating effective marketing campaigns, so don’t miss out on this great opportunity to team up your customer service team with your marketing team to share their ideas.

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