We live in a world where technology has become our best friend thanks to the conveniences and benefits it can provide to us all. Technology has broken all barriers and has made reaching out and connection people a very easy task though its various features and traits.
One such trait is the Digital Marketing option that companies worldwide use to connect with their customer base and potential clients. Since everyone is online these days, Digital Marketing has all the tell-tale signs of being an essential tool in today’s competitive market.
Whether you own a small business or part of a big enterprise, you must make the use of Digital Marketing to set up and fine tune your Customer Service Department so that your team can make the most. Your ultimate motto and goal should always be to provide growth and sustainability to your business, and proper customer service through digital marketing is the avenue you can rely on.
Thus, let us take a look at the theory of how aligning digital marketing with customer support can bring prosperity to your business by sharing a few important pointers on the topic.
1. Apply traits of Digital Marketing correctly to enhance Consumer Experience
It is said that e-care in certain sectors can easily reduce overall consumer support expenses: Source
With technology and its gimmicks changing the world of business every single day, it is quite vital that organizations must react to it as well. Small organizations have to adapt to the changes, especially to the pointers that are related to the client’s expectations.
Your shoppers do not expect to wait for eons to find a solution in this age of sophistication.
The shoppers always seek a very quick and seamless experience and digital media can provide that.
42% of shoppers seek a reply within one hour of their query: Source
However, this is where your online marketing plans should be right and relevant for correct customer care. For instance, you send your fans/followers e-mails but users have a problem viewing that on the app or on the mobile phone. This will really disengage them and they might feel left out. Thankfully, these days, firms are trying hard to showcase consumer service as a cross-company effort; thus mistakes like this can never occur. This approach also allows the whole entity to work cohesively to bridge gaps and make online support and marketing more relevant—enabling your consumer to make the most.
But, some firms are still apprehensive about using online marketing to connect with customers and likewise even most people are equally apprehensive about using the platform. It’s, of course, your job to encourage people so that you both can have a seamless experience. You can do this by offering relevant content as an incentive—for example by giving users a chance to download some cool stuff when they use the internet marketing traits.
Apart from that, you must encourage your teams to break the cross-departmental walls in order to felicitate a better online marketing strategy so that your consumer can have a much more holistic experience.
2. Using a good CTA to encourage your customers to click
- Call today to get a free demo
- Get in touch to avail the free offer
- Want a quote? Get in touch now!
- Book today and get 10% off
Some textual CTA examples
Putting in a text or an image so that you can prompt your viewers to take action maybe one of the oldest tricks in the book, but it is also one of the most effective ones. When you want to make use of online marketing, you must make appealing and eye-catching Call to Actions.
The CTA can redirect to a service demo, product demo, and product/service sale page, subscription to newsletters, social media share/following, and even webinar.
A good CTA should redirect visitors to landing pages where your team can collect data and information in lieu of a marketing offer. This would certainly provide your clients the incentive they always look for and also give you extra conversions and leads chances. Just make sure your CTAs are well placed and distributed all over the internet so that people can actually see and click it. This will kill two birds with one stone—your potential consumers would be happy to see something is on offer, thus providing an effective support system, and it will enhance your business growth.
3. Use social media and tools as much as you can
As per JD Power, 67% of shoppers have relied on a venture’s social media medium: Source
Everyone has a Facebook, YouTube, Twitter, or an Instagram account. Thus, even you should become active over these platforms to connect and have a chat with your followers. Using social media can literally help you to attract and get more users and visitors—as it is considered as one of the best ways to digitally promote any service or product. Social Media is a great platform to promote your marketing videos, pictures, content, and other media to ascertain more engagement from your visitors. It is also a place where people can connect with you and give their feedback or complaint. Here are some of the practices you can employ on social media to enhance your business:
- Have a plan and clear strategy for social media.
- Give a reply to complaints and feedbacks.
- Use traits of reputation management.
- Have an engagement strategy so that you can accommodate your visitors.
- Use different mode of channels to make the most.
- Use different approaches for different websites/platforms.
- Make it a long term thing.
Apart from using social media, your venture must also rely on tools and applications to connect with your consumer base. There are plenty of apps in the market that offer tons of features and help. These tools allow your team to seamlessly chat and interact with your consumers for support and help, during both before and after sales. This is one of the best ways to use the digital media option to interact with clients and potential buyers.
4. Use Influences
“A brand is no longer what we tell the consumer it is — it is what consumers tell each other it is.”: Scott Cook
Creating a bond with industry influencers is quite vital if you want your marketing gimmick to work. People rely on these influencers and listen to them. Thus, if you connect with them, then it helps your credibility and visibility. Not only that, apart from the marketers, even the buyers gain a lot from these influencers, as they get an honest opinion from them.
Peer recommendations can bring more than 2 times in sales than paid adverts. Source
Influencers can easily humanize your product/service and that in turn can help your client support cause. You just have to find the right bloggers or experts and request them to look at your product. Once you do that, half of your job will be done and your brand will certainly enhance its reputation online. This is one of the most organic ways to promote yourself online, connect with your shoppers, and provide acceleration to your sales and entity’s growth.
5. Making a community
Building an active online community may seem a bit farfetched, but it is actually a very organic and simple way to connect with your consumers and possible clients on the digital front. If you successfully want to engage with your shoppers and partners, then you have to create and build an online space where everyone can talk to each other. A community can bring customer support success to your feet and thus enable your entity to grow even further.
Also, an easy to use community can effortlessly help your consumers to connect with you and enhance their engagement opportunities. It can also promote quicker problem solving, the effectiveness of your marketing strategy, promote a bond between all parties, and business growth.
Companies would leave no stone unturned when it comes to providing help and service through digital media in order to enhance customer support and subsequent business growth. If implemented, some of these strategies can really change your support system and your future business growth.
Sawaram Suthar is CMO at Acquire, and also a founder of Jagat Media, a digital marketing agency. A digital marketing consultant, he has experience in things including branding, promotions and page optimization, along with research and strategy. He has an MBA from the University of Pune. Anyone can find him on @sawarams.