4 Steps to Connected Marketing and Service Experiences
A unified marketing and service strategy can deliver more personalized customer journeys. Here's how to build yours.
What do customers really want? This is a question that marketers and service teams have been grappling with for ages. With more ways to connect than ever before, the answer has become more complicated. On average, consumers engage with companies across eight channels, forcing companies to fine-tune their channel strategy. According to our “State of Service” report, 84% of company decision makers are reevaluating their channel resourcing to meet customers on the right platform at the right time. From promotional marketing to customer support, the multitude of touchpoints along a customer’s journey necessitates a more seamless, connected marketing and service approach.
Here’s a quick answer to the above question. Customers want a smooth experience, no matter how they choose to connect with a business — whether they visit your website, engage on social media, or contact customer service. In fact, customers’ number one frustration is a disconnected experience.
Agentforce — always-on digital labor — emerges as a powerful solution that makes customer experiences more unified and teams more efficient. By accessing connected data, agents allow teams to move beyond a top-of-funnel focus, personalizing the entire customer lifecycle with ease and accuracy. This approach not only delivers more relevant and consistent customer interactions but also improves the efficiency of marketing and service departments. By connecting experiences through data, agents can perform marketing efforts that proactively address potential service issues. This helps service representatives better scale their service delivery while ensuring a consistent and accurate customer experience.
In this article, we’ll break down four steps to building this connected marketing and service experience that benefits your customers and teams alike:
Table of Contents
Build a Connected Marketing and Service Strategy in 4 Steps
In the rest of this guide you’ll learn how to deliver personalized journeys with a unified marketing and service strategy that helps you:
- Acquire customers and keep them for life.
- Build customer happiness.
- Speed up the delivery of customer benefits.
- Decrease service center volume.
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