Evaluating Your Teams Alignment

If you find yourself wondering how marketing and customer service can align on social media and digital messaging channels then you’ve come to the right the place. Maybe you’re not sure which department social care agents belong in? Or, which metrics matter to different teams on social? Perhaps you’re even wondering if these teams should be using different tools? Finding the right structure and balance between CS and marketing on digital channels can be challenging in the beginning, but it doesn’t have to be. Getting these two teams to work together effectively will lead to outstanding results for both teams, such as increased word of mouth marketing and decreased average servicing costs.

To help you answer some of these common questions, we’ve put together this infographic below. Check it out!

Infographic -Marketing and Customer Service Alignment Infographic

Facts and Stats to Tweet:

77% of people say valuing their time is the most important thing a company can do. Click To Tweet

48% of social agents sit in the contact center, where as only 8% sit in marketing. Click To Tweet

Resolving customer issues on social cost 1/6th the price of resolving them via phone. Click To Tweet

Want to learn how other brands have successfully aligned their marketing and customer service teams? Check out this on-demand webinar, “Bridging the Gap between Marketing and Customer Service,” featuring Discover. You’ll learn how aligning customer support and marketing allowed Discover to successfully bring award-winning customer service to social channels. If you don’t have time to watch the full webinar, you can read about Discover’s journey in this case study. Enjoy!

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