How Good Customer Service Boosts Marketing Impact

Customer service teams are always on the front lines, interacting with existing and potential customers on a daily basis. With this closeness, the team collects valuable information that can help improve the results of marketing campaigns.

Below, we’ll discuss in more detail how good customer service boosts marketing impact.

1. Customer service team members collect the most important information for the company – their behavior.

However, often the way you see your brand is different from the way your customers see it.

For example, a company that makes sportswear might position itself around health and fitness, but consumers buy their products for comfort or style. In order to adapt your message and product, you need to understand these details, and the best way to learn about them is to talk to your customer service and support team. They interact with customers every day to learn what works and what doesn’t, and why customers keep coming back for more. You can turn these conversations into actionable insights by equipping your team with the right tools and skills.

Companies get more than just satisfied customers when they invest in customer journey learning. Studies show that 73% of companies that offer their customers an above-average customer experience outperform their competitors.

That’s because there’s a clear link between satisfied customers and long-term business success — it’s not just words, it works.

2. Proactive customer service increases your marketing capabilities.

In business, there’s a common approach to customer service that sees customer service as a job that involves taking action when problems arise. But there are many benefits to taking a more proactive approach.

Companies that engage with customers before they have a problem show that they want to improve their customer experience. This not only makes people happier, but it also helps businesses grow.

Proactive service allows you to introduce customers to the latest products, features, or solutions they need. The service team can contact a customer who previously had a problem to inform them about new features that will solve that problem. This makes the contact personal and relevant.

60% of customers say that quick response and assistance from company representatives is the main factor that motivates them to make a repeat purchase. In addition, proactive service helps attract potential buyers at an early stage, reduce dissatisfaction, and increase sales with quality service.

3. Personalized customer service improves online conversion rates

Your business’s online conversion rate can be improved by 8% if you activate a personalized customer experience. In turn, the increased rate increases revenue and profits. Quality customer service always has a positive impact on the sustainable development of not only individual areas of the business, but also on its overall development.

Personalized service is especially needed in order to retain existing customers and attract potential buyers. 62% of buyers believe that companies can do more in terms of personalization, therefore, they expect improvements in this direction.

Research confirms that quality customer service is a justification of expectations. With quality service, a business can reduce customer churn and strengthen the reputation and image of its brand.