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7 Tips for gathering and telling brilliant customer service stories

Faith Ocampo
January 17, 2017

headphones on yellow books

Telling great customer support stories not only breathes life into your marketing strategy, it also lets you place your most-prized customers under the spotlight.

Gathering valuable stories from your customers is an excellent way to make them part of your marketing initiatives. Doing so would make them feel valued, which can boost their brand loyalty.
In addition, telling stories that highlight exceptional customer support experiences would let you build a reputable image. Here are seven tips for collecting and sharing great stories from your most customers.
 

1.     Make it your mission to make customers happy.

delighted curly haired woman making phone call

You won’t be able to gather stories worth sharing if your customers are unhappy with your services. Every single business day, your in-store staff and customer support reps must aim to please your clients. This mission must be embedded into your organizational culture so all your team members can carry out their roles with a customer-centric mentality.

 

2.     Identify the type of story you’re looking for.

team leader choosing note in post it notes on wall

Before you set out to collect the most outstanding stories from your customers, decide on the type of story you want to tell. Do you want to focus on the in-store customer experience or tell a memorable interaction between your clients and support reps? Your choice would depend on your content marketing strategy, although it’s best to tell a variety of stories that are carefully scheduled.

 

3.     Collaborate with your call center.

call center team in meeting at work

Because your outsourced contact center reps talk directly with your customers daily, they’re a rich source of valuable information. They could help you easily get in touch with customers over the phone, on social media, or via email. With their assistance, they can also help you conducting customer surveys or interviews.

 

4.     Mobilize your marketing team.

young employee with coworker in back

For the most part, storytelling is a content marketing strategy. This means a huge chunk of the tasks involved—such as gathering information, creating content, and distributing it—will be executed by your digital marketing team. Make sure they’re equipped for these by clarifying your goals and providing the resources and tools they need.

 

5.     Be honest.

smiling honest woman

Telling delightful customer support stories is a great way to convey your brand’s personality. It can be tempting to edit these stories a little to present your company in a better light, but this is one of the worst mistakes you can make. Keep in mind that once published, your story will be read by hundreds or even thousands of people. Chances are, it will also be seen by your primary source. Thus, make sure that every detail included in the story is accurate. Tweaking some parts only to have some readers point them out later can ruin your brand’s reputation.

 

6.     Create a shareable content.

thinking call center agent in glasses holding pen

Of course, you want your best customer service stories to gain a wide readership. This will only happen if you can convince people to share your content. This means your stories must be relatable, entertaining, and valuable. Also, think about the format and packaging you’ll use to showcase them. You may use text and images as well as videos, but be sure to consider your target audience’s preferences before you decide.

 

7.     Use the right platform for distributing the story.

businesssman holding colorful binders of printed documents

Our highly digitized world provides us plenty of platforms for distributing media and content. We have social media websites like Facebook and Twitter and video-sharing communities like YouTube. These channels play an integral part in both content marketing and customer support, so make sure to use them in smart ways. There’s no one-size-fits-all formula that works, as your marketing strategy would depend on your customers’ preferences and the type of content you’re distributing.

 
 

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