8 Reasons Why Marketing and Customer Service Departments Need to Work Together

8 Reasons Why Marketing and Customer Service Departments Need to Work Together

Throughout life, people come across many delightful pairings: peanut butter and jelly, cookies and cream, wine and cheese, strawberries and chocolate, even “the perfect couple.”

These pairs are considered ideal because they work together so well. But ideal pairings aren’t confined to the food and romance categories – they occur in nearly every aspect of life, including business.

Marketing and customer service departments are one such example of an ideal pairing in the business world. When these teams work together, the result is success.

8 Reasons Marketing and Customer Service Departments Should Work Together

There are 8 reasons in particular why marketing and customer service departments should strive to work together.

  1. Getting to Know the Customer
    One of the most important aspects of marketing is the ability to really get to know and understand the ideal customer. Marketers have a better chance of doing this if they work with those in customer service. These folks know how the customer thinks and can provide valuable insight into a marketing campaign.
  1. Creating Valuable Content
    Internet marketing is dependent on valuable content. Sometimes creative ideas can run dry. If marketers consult customer service, they’ll get a fresh perspective and the inspiration needed to keep the content flowing.
  1. Helping Customers via Social Media
    Those in marketing are great at getting a company’s message out on social media and promoting products. But what happens when customers have questions, concerns or complains and reach out to the company via social media? When customer service is involved, these issues are quickly resolved.
  1. Customers Feel Comfortable When They Sense Unity
    If a customer suspects that not everyone is on the same page, they start to distrust the company as a whole. On the other hand, unity of thought and action promotes trust.
  1. Providing Insight into What Makes Customers Happy
    Marketers know how to sell a company and its products, but those who help customers directly understand what makes customers happy. This insight can be invaluable to marketers.
  1. Less Confusion = Higher Productivity
    When everyone is on the same page, there is less confusion. Every employee knows what to expect, what steps to take, and how the company will respond to customer inquiries and issues. All of this leads to higher levels of efficiency and productivity.
  1. Higher Employee Satisfaction
    If employees feel like they’re part of a team they will be happy to come to work every day. Plus, less confusion equals less frustration.
  1. Unity Builds Respect
    Different work mentalities abound among people who choose to work as marketers and those who work in customer care. At times, each group can assume that their outlook is better and equates to a better work ethic. But this is not the case. Each group needs to recognize the importance of the other and respect the job they’re doing. Respect within the company will lead to better working relations and earn the respect of customers.

A United Front: Working Together Is Best For Everyone

When each department works together everyone benefits. Business owners can have peace of mind that their customers are being properly cared for, while employees will experience job satisfaction. Customers benefit too in that they feel like they are a priority, that they aren’t “getting the run-around,” and that their needs will be cared for promptly. This dynamic is what makes businesses truly successful.

Do your teams work together? Or does their level of unity leave something to be desired? If you’re dealing with the latter, we can help! Contact us today to see how we can assist your teams to work together better.

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