6 Ways digital marketing can improve customer service

6 Ways digital marketing can improve customer service

OABPO Blog Team Published on July 22, 2014

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Aligning customer service and marketing is an often-emphasized move that many businesses swear by as the secret behind success. Any call center that operates inbound customer service in the Philippines is aware of this universal rule, but how exactly does a business process outsourcing (BPO) firm put this into action?

These features that you probably encounter on your everyday Internet time are, in fact, part of companies’ overall digital marketing strategy for elevating customer service:

1. Visible contact and share buttons

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There’s a reason company websites plaster their contact details and social media links on all their pages: they want customers to be able to get in touch with them quickly and conveniently because accessibility can be synonymous to a good customer experience.

2. Live chat tool

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In line with giving quick, convenient, and accessible contacting options, call centers run instant messaging channels alongside their voice services. Live chat allows customers to get instant answers, especially while they’re on an e-commerce site. This is why live chat is often positioned on checkout pages and other parts of a website where visitors likely need assistance.

3. Frequently Asked Questions (FAQ) pages

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FAQ pages aren’t only put up to minimize call volumes; they are built mainly for the customers’ convenience. With one in place, companies are able to empower customers by letting them fix product issues on their own and have a reference for information that they may need again in the future.

4. Customer relations apps

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Like FAQ pages, customer relation apps are developed to give users an option to get solutions without needing help from a phone representative. A mobile customer relations app often has options for scheduling callbacks, leaving feedback, and rating agents, making it an extra convenient and comprehensive FAQ alternative.

5. Newsletters and email support

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Email is a valuable customer service and digital marketing tool. BPO firms use this either to deliver customer support or promote products through newsletters, and sometimes both. It’s best for people who want complete, detailed steps for fixing product issues, and companies also blast emails to spread content that customers might find useful in the future.

6. Social customer support

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Taking customer service to social networking sites is another digital marketing activity that significantly elevates customer service level. Social customer support is cost-efficient like live chat, comprehensive like email, mobile like customer relations apps, and overall convenient.

Digital marketing mainly helps get brand out there and reach more potential customers. More than this purpose, it’s also an effective strategy for freeing up call center agents from heavy workload and providing customers with great convenience. Firms that have successfully integrated this into their customer service practices are the ones who are winning their customers’ loyalty.

 

 

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#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

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#CustomerExperience
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Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

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Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

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#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
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Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
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#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

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Ensure high quality support for your customers: OpenAccessBPO.com/get-started

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Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

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Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

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