What is the role of customer service in marketing success?

What is the role of customer service in marketing success?

OABPO Blog Team Published on June 10, 2014

Call-center-solutions-in-the-Philippines--Open-Access-BPO-
Businesses outsource call center solutions in the Philippines to improve their customer service, and in doing so, they get closer to marketing success. Open Access BPO points out the importance of great customer experience in building a brand.

Marketing and customer service alignment is the key to business success. This is what we tackled in a previous post, differentiating the roles of the two units and relating each of their activities to the triumph of the other. Marketing must indeed work with customer service in mind, for without this, none of its promotional efforts could come to fruition.

Marketing creates a path that drives customers to your company’s storefront, and customer service is the force that keeps them coming back. No matter how many buyers your marketers lure, it is still your customer service team that can convert those shoppers into loyal supporters of your brand. So even if you manufacture the most superior product in town, you may not sell well if your service doesn’t provide a truly satisfying customer experience to your demographic.

Customer service is marketing

Call-center-solutions-in-the-Philippines--Open-Access-BPO

When you market your brand to your target demographic, everything that the consumer encounters bearing your company’s identity—from the ads, to the interactions with your representatives—is part of the overall marketing initiative. So in a sense, customer service is marketing. How well your customer care representative takes care of consumers, in turn, determines their level of loyalty for your brand.

This is why call center agents for support accounts are familiarized with the marketing message used by the sales team. The outbound agents are likewise trained to put the customer’s satisfaction above the any profit-generating activity.

Customer service complements marketing

As previously pointed out, marketing and customer service have different objectives and activities, but they still complement each other in these ways:

• Marketing uses content that attracts consumers, while customer service uses empathy.

• Marketing is analytical to consumer information, while customer service is attentive to that data.

• Both marketing and customer service use social media to monitor brand reception and market activity.

• The two units engage with customers although is their own unique ways and approaches.

To summarize, the friendliness of your representatives and the efficiency and accuracy of the service they give can seriously impact the success of your marketing efforts. Marketing is not a single activity that should be carried out solely by those directly under this department; the brand’s message should be upheld by everyone who interacts with your public, particularly the customer service agents.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO4 days ago
#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.

----------
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
Open Access BPO
Open Access BPO5 days ago
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
Open Access BPO
Open Access BPO6 days ago
#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

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

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO6 days ago
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

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

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO2 weeks ago
Quality evaluations may vary per #CallCenter, program, client, business model, or approach. But here are time-tested methods to accurately gauge service quality: https://buff.ly/3RI9Ghr
----------
Give your consumers high quality multilingual #CustomerService 24/7: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CallCenterOutsourcing
Open Access BPO
Open Access BPO2 weeks ago
Companies lose billions due to poor #CustomerService. But more than the monetary loss, giving customers reasons to leave can incur a far greater impact on your business.

Read: https://buff.ly/3DktOSk

----------
Step up your #CustomerRetention game by #outsourcing to a #CustomerSupport expert: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerCare #CallCenterOutsourcing
Open Access BPO