I have been thinking a lot recently about the way that modern organisations are changing their internal structure. Much of this has been driven by the need for the customer service team to evolve from a purely reactive service into a proactive engagement that becomes an integral part of the way brands market their service.
Changes in the customer journey have redefined how brands interact with their customers, not just in the number of channels available for interactions, but in the level of engagement that a customer expects. A few years ago, who would have imagined that a customer could ask their local supermarket a question about how to make chicken soup, and the supermarket would respond with a recipe? There are millions of interactions like this each day that have redefined brand engagement.
This has led to blurred lines between marketing and customer service, but this also creates new opportunities for companies that are ready to transform the way that they do business. This article from Destination CRM lists three key areas where a customer service and marketing team can collaborate and create real value for the business.
These three tips really highlight some transformational opportunities available by allowing the marketing team to work closer with customer services. Can you think of more? Leave a comment here or get in touch via my LinkedIn.
[WHITEPAPER DOWNLOAD] Webhelp’s marketing connected contact centre how to leverage a closer relationship with our marketing departments and just what data to ask for.
The topic of the marketing connected contact centre is about to get very interesting…subscribe to get the latest content
As the Millennials move steadily into their 20s and 30s, their successor Generation Z is emerging as a global consumer force to be reckoned with. In preparation for our forthcoming Generations series Polly Ashdown, Marketing and Communications Director, examines what makes Gen Z so distinctive and how brands can capitalise on the opportunities they provide. Born into the age of the Internet,...
Webhelp is delighted to sponsor Oor Wullie’s Big Bucket Trail 2019, Scotland’s first-ever national public art trail, raising vital funds for children in hospital across Scotland. Each week of the event takes on a different theme, as it is Charity Week, it’s a perfect time to look back at...
GBL announces today it has entered into exclusive negotiations to acquire a majority stake in the Webhelp group, together with its co-founding shareholders, Olivier Duha and Frédéric Jousset, who would retain their role as founding executive directors, and its management team. Founded in 2000,...
As an international healthcare services organization, Direct Medica develops and implements innovative solutions to reshape the relationships between healthcare professionals, patients, industry players, hospitals and payers. For the past two years, the company has been developing a very...
...
Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.
Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.