The customer facility and marketing are usually looked upon as two different subdivisions. Each division can be made easier and the businesses can achieve their goals faster.

1. 9 Superb Steps to retain old Clients

2. Introduction
 The customer service and marketing are usually looked upon as two different departments or
working processes.
 Obviously, companies adhering to such age-old beliefs, plan independently for both these
working areas with the employees taking separate courses.
 But lately, it seems smart corporate houses have started realizing that both these departments
can work in tandem.
 With the advent of social media and mobile apps and more customers relying on online
reviews, testimonials, feedback’s and product descriptions for making their purchasing
decisions, it has become mandatory for the companies to change their old policies and get the
customer service and marketing work together.

3.  By doing so, the job of each department can be made easier and the businesses can achieve
their goals faster.
 One of the obvious advantages of this change is that the age-old problem of customer
service department not being aware of the promotions and marketing campaigns adopted
by the marketing team is easily solved.
 How Does Marketing Benefits From Customer Service?

4.  The customer service agents use the call center systems & software and can easily collect
testimonials and the feedback from the customers.
 When the marketing team is working together with the customer service department
they can easily gain access to such information and use these insights to develop
promotional materials.
 And how does this help in improving sales?
Access To Testimonials And Customer Reviews

5.  A study by Bright-Local research says that 85% customers trust reviews online as much
as they trust personal recommendations.
 So these reviews and testimonials are an indication of what exactly is making the
customers happy and where you can improve.
 Taking a cue from this, the marketing department can design the promotional strategy.

6.  The marketing department can use excellent customer service as its weapon for business
advantage.
 With the competition getting tougher day by day, you can gain an edge over the
competitors by offering the best customer service and even promoting it along with your
brand’s offerings.
 The marketing team can let the customers know that in case of any issue they will always
get fast and personalized support from their customer service desk through the live chats
or even by calling.
 This really makes your marketing statement more convincing for the customer.
Using Customer Service For Business Advantage

7.  The marketing team can treat the data obtained from the call center system as a source of
inspiration.
 The call recordings, call history, complaints, and issues can be used to understand the exact
viewpoint and requirement of the customers.
 By studying this entire database, the marketing department can either confirm or deny certain
forecasts or assumptions that are a regular part of their planning.
 The marketing team should treat the customer service as the voice-source of the customers,
listen to it carefully, and design ways to promote the brand accordingly.
Getting Promotion Ideas

8.  The marketing department needs customer-centric content to develop new content
ideas.
 And it can be easily obtained from the customer service team.
 Customers feel safe when any possible issue regarding the product or service is covered
by paper or online guarantee or warranty.
 They are fully aware that certain processes can protect their money as well as time.
 So, if you want the customers to trust you more, the marketing department must tie-up
with the customer service team as your customer service team has the right amount of
expertise and experience in this area and can serve as a goldmine for providing new
content ideas.
Goldmine For New Content Ideas

9.  It is the job of the customer service department to solve the issues of the customers effectively and
quickly.
 But for that, the representatives must be entirely aware of the preferences and needs of the clients.
 Marketing departments regularly carry market researches and have a record of customer profiles.
 When the customer care agents have common details such as country, age, gender, and interests of
the customers with them, they can quickly understand the perspective and requirement of the
customers and provide a quick solution to their queries.
Does Customer Service Department Benefit From The
Marketing Team?
Data Related To Customers’ Analytics, Needs

10.  The development of all the departments is measured using the key performance indicators.
 While measuring the performance level of a customer service department, the marketing
representatives can help by providing data related to hit rate, net promoter score, and customer
retention rate and so on.
Help With Measuring The KPI’s

11.  Many times, price is the only factor that can stop the customer from purchasing or buying
your brand.
 In such a situation, the customer service department may not have the whole and sole
authority to decide the amount of discount that can be allowed.
 However, a marketing rep can easily calculate the amount of discount applicable to a
particular customer and for a specific product.
 When the customer service rep discusses this issue with the marketing agent, the chances
of retaining the customer increases manifold.
 The response is quick in this case and the overall effort looks unified which speaks of a
great teamwork.
Negotiating When Price Is The Final Factor

12.  More often, the tools that are used for conducting the customer surveys are controlled by
the marketing representatives.
 Moreover, marketing agents are more experienced regarding running such surveys as they
are always in need of gaining access to customer feedback.
 So, if the customer service department is in need of data related to customer surveys, then
the marketing department can surely provide a great help.
Customer Surveys- Combined Effort Of Marketing And
Customer Service Agents

13.  When the customers service department and the marketing team works together, the
company can provide superior customer service experience.
 Just as it is important to have a great marketing strategy to attract new clients, similarly, it is
equally important to have an excellent customer service to retain them.
 It is necessary that customers must receive excellent customer service at all stages of
purchasing cycle.
Providing Superior Customer Service Experience

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