9 ways marketing and customer service teams can work together

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Making the most of every customer care opportunity begins by strengthening the bond between your marketing and customer service teams. As your working relationship deepens, it’ll become easier for both parties to identify new ways to wow customers.

If you want to make cross-functional collaboration a well-worn reflex for all your team members, we’ve got four tips to help you along the way.

Bonus: Great customer service strategies aren’t built in a vacuum. Use this free social media customer service training deck to align marketing and service teams around a defined set of shared goals.

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1. Align on shared goals
When you’re just beginning to build connections with colleagues from other taiwan mobile database teams, it can feel like they’re speaking a different language. Everything—timelines, rituals, commonly used phrases and acronyms—can feel utterly foreign, even though you all work at the same company.

Aligning on goals is the fastest way to break down the barrier. Once teams are looking at a shared goal, all the work that goes into getting there makes a lot more sense.

For Pessoa’s team, social media response time is the top priority. “I work with a team of six moderators that rotate in for 24/7 service. We try to maintain an average first response time of four hours for general engagements, and one business day for reviews.”

There’s also quite a bit of quality assurance work that goes into ensuring all conversations meet the Instant Brands standard. “I usually pick three conversations at random, then analyze them against our customer service rubric,” says Pessoa.

These goals enhance outcomes for both teams, giving everyone something to rally around. When customer service teams are able to meet and exceed their service delivery standards, marketers reap the benefits of heightened customer satisfaction.

2. Assign roles and responsibilities
Businesses without dedicated social customer service teams often face bottlenecks when it comes to managing social media engagement. Marketers are typically equipped to handle standard issues and frequently asked questions, but more complicated inquiries can gum up processes for both teams.