And I don’t think people

Noyon09123

Are going to go back to those things once they’ve realized that’s their preferred method for reaching out to a brand and getting customer service, they’re going to stick with it and they’re going to expect that from the brands that they buy and purchase from. Which is why this trend is so intertwined with the trend prior, the social commerce trend. So, what we’re seeing though is that traditionally, organizations have their marketing teams and then they have their customer service teams. And they’re very separate. They use separate tools.

They have separate goals. That’s got to change. So they need to be using the same tools. Hootsuite, for example, acquired a company last year called SparkCentral. And this is really a platform that can bring those two teams together and bridge that gap Canada WhatsApp Number Data so that you can see all of the interactions a customer has had with your brand in that same dashboard, whether they’ve reached out to you on social or you’ve been talking to them on email or SMS or even if they’ve been interacting with your call center. Social marketers need to know that. Otherwise they’re flying blind and they’re just replying to somebody who seems very angry and they don’t know why.



And the expectation is on them to make them happy and so they need all the information that a customer service team has. They need to know why this person’s upset. “Oh, I see that you’ve reached out to us many times over the past month and you haven’t gotten your problem solved. Let me get to the bottom of that.” So, it’s just really, bringing these two teams together using the same tools. Keeping track of that stuff can really help elevate that.