The main problem that companies and businesses have is the lack of communication between internal departments. How can you innovate and better your strategies when all your departments are facing their issues alone? It is especially damaging when your customer support team is isolated and facing complaints and queries in the dark. Your customer support team work very closely with your customer thus they get to interact with the target audience your marketing team is aiming at. Exchanging information between these two teams is crucial for success and this is how you can do it!
Surveying your customers for feedback is a great way to see where you need to improve and what needs to be adjusted. Getting feedback from your customer support team regarding common complaints and queries can help your marketing team create content directed towards addressing these issues and questions.
The majority of customer care teams aren’t aware of the traffic being directed towards your site nor from where it is coming from. This info could help your team get a better understanding of the audience they are dealing with. Additionally, they will relate better to their struggles and have a better understanding of your customers. Information such as which countries visit your site more, gender, age, and even which browsers are used to visit your site, can all aid in understanding the consumer better.
Your marketing team and customer support team should come together when coming up with content. Have your customer care team keep a list of common questions they receive as these could be turned into some informative marketing content. Also getting feedback from both teams on how content can be improved in the future will aid significantly.
Incorporate your teams into your social media management. Your marketing team is probably great at creating attractive and power content but may lack giving correct information regarding products and services. This is where your customer support team should step in interact with your followers. Remember that happy customers result in higher brand loyalty.
For success in a business, internal departments need to work as one and share information rather than working as single units.
