The Dream Team for Successful Online Customer Interactions

  • Share:
marketing

The Dream Team for Successful Online Customer Interactions

In the current marketing environment, customer interactions with brands and businesses are increasing on social platforms and instant messenger apps, blurring the boundaries of customer service and marketing. Customer support teams are now working hand in hand with marketing departments, especially when it comes to customer persona development, messaging, social media management and storytelling.

Customer satisfaction has a tremendous impact on how well a brand is received, and marketing should not be working alone, especially when poor responsiveness to online customer reviews and interactions could negatively impact a brand’s reputation.

Collaboration is key

While customer service representatives are still handling the bulk of customer requests via phone, email and in person, marketing teams have also been thrust into this field thanks to customer interactions with businesses on social media. Without a concrete process for collaboration between marketing and customer service, priority items could get lost.

Employees on both teams could become frustrated without a clear division of duties, and requests can be lost or forgotten about. At the end of it all, the customer could leave disgruntled, and the company brand is damaged.

As social media and messenger apps become ever more important in the dialogue between the consumer and the brand, credit unions should ensure there is a clearcut process for interaction with members and between the two teams, as well as a clear understanding about who handles each type of customer request or interaction.

Many organizations are now relying on technology to make sense of the jumble, and software such as Hootsuite or HubSpot may provide a big leg up in organizing collaboration, even if it’s as simple as who replies to what.Customer support statistics

Areas to shore up

What to ask from your customer support team

  • Share:


« Return to "Trends"
TrendScan logo
<< Back to Articles

Latest Trends

  1. Identifying Marijuana-Related Businesses
  2. Cut Through the Noise and Deliver Value Members Want
  3. 3 Key Factors for Creating Good Content
  4. Preparing a Transparency Communication Plan
  5. A Content Management System Will Make Your Life Easier
  6. Enterprise Risk Management — Where to Start
  7. Why You Need ERM in Your Strategic Planning
  8. Just How Distracted Are Consumers?
  9. Credit Unions Could Replace Predatory Lenders
  10. Opportunities and Risks of Banking for Marijuana-Related Businesses
  11. Are You Properly Rewarding Your CEO?
  12. The Quickest Way to Understand Enterprise Risk Management (ERM)
  13. The Easiest Way to Deliver Content for Employee Development
  14. What Borrowers Wished Credit Unions Knew
  15. What Is a DDoS Attack and Why Should Credit Unions Be Concerned?
  16. 5 Things Credit Unions Can Learn from Cyber Attacks
  17. Consumer Attitudes Toward Digital Advertising
  18. Are You Ready to Adopt a Continuous Performance Management System?
  19. Omnichannel Delivery: Banking Based On Members
  20. Three ways to up your social media game
  21. Is Your Credit Union Supported by the Four Pillars of Digital Banking?
  22. Keep content relevant, short, iterative and engaging
  23. Preparing for Compensation Transparency
  24. Bankers associations’ opposition to mergers does a disservice to member banks and to consumers
  25. Credit Unions Have an Opportunity to Help Their Members Through Tax Season
  26. 2 Big FinTech Goals for Credit Unions
  27. Learning Management Systems: What Credit Unions Should Consider
  28. The Quest for a One-Stop Shop Financial App
  29. Experience Company Growth and Discovery with Employee-Driven Communication
  30. Should You Still Be Concerned about ADA Website Compliance?
  31. Popular DDoS Mitigation Methods in 2019
  32. How Useful Are Member Personas for Credit Union Marketing Teams?
  33. The Quickest Way to Find the Right (and Safest) CMS
  34. The Member Service Experience
  35. Become a Tax Resource for Members
  36. Volunteer and Young Board Members Need Development
  37. Don't Get Snagged on ADA Compliance Requirements
  38. Building a Website with the User in Mind
  39. What's Hot in Performance Management Technology
  40. Americans Trust Their Financial Institutions for Tax Advice
  41. Americans' Lack of Financial Literacy Is an Opportunity for Credit Unions
  42. The Planning Process - Improved
  43. Common Mistakes in Compliance
  44. Three Ways to Enhance Compensation Strategy for an Age-diverse Workforce
  45. The Role of HR and Hiring Managers in the Candidate Experience
  46. Credit Union Compensation: Philosophy or Strategy?
  47. The Process of Crafting a Relatable, Moving Brand Story
  48. You Know You Need an LMS — Now What?
  49. Anticipating Change with a Succession Plan
  50. Achieving the Golden “Narrative Transport” in Brand Storytelling
  51. 7 Tax Changes Your Members Need to Know About
  52. 3 Ways Credit Unions Can Prepare for a Cyber Extortion
  53. Why HR Should Take Advantage of Employee Self Service
  54. Leverage the Resources of Trusted Experts for Tax Season 2019
  55. The Performance Management Conundrum: Structure vs. Creativity
  56. Your Social Media Accounts Deserve Quality Content
  57. 6 Factors for Choosing the Right ESS System
  58. Identify how chatbots will help you
  59. Do You Know Why Payday Loans Are Used so Much?
  60. Predict the Future of Mortgage Lending with Analytics
  61. Continuous Performance Management is Disrupting HR
  62. Remaining a Player in the New Home-Buying Experience
  63. You Might Already Have the Solution to Your Current Talent Competency Gap
  64. Content Marketing: Well Worth the Effort
  65. Consumer Appetites in Mobile Innovation
  66. Conversational Commerce and the Rise of the Chatbot
  67. What others are doing
  68. People Analytics: Bringing HR and Data Together
  69. 3 Website Design Trends for 2019
  70. The Secret to Future-Proofing Your Organization
  71. Prepare for integration
  72. The Win-Win Results of Prize-Linked Savings for Credit Unions and Members
  73. 3 Succession Plans Your Credit Union Needs
  74. Shifts and Trends to Know About in E-Learning
  75. Content, Tools, and Channels to Capture Consumer Attention
  76. 5 Guideposts to Measure Your Brand Promise Against
  77. Is Your Executive Compensation Still Appealing?
  78. What Credit Unions Should Do with Ambiguous ADA Standards
  79. The Importance of Creating Quality Content
  80. Do you need a new compensation strategy for multigenerational staff?
  81. The Website Audit Your Credit Union Needs
  82. Why You Should Invest in an Applicant Tracking System
  83. The Best Compliance Training with New Topics You Will Need
  84. Selling Payments and Wealth Management Services
  85. Prioritizing the Credit Union Employee Experience
  86. Build Up Membership Through Supportive Savings Programs
  87. How to Identify What You Want in an ESS
  88. 4 Steps to Increased Social Media ROI
  89. Optimizing Websites for Voice: What You Need to Know
  90. Wanted: Apps for Clarification and Simplification
  91. Serving the Underbanked and Millennials
  92. Is Your CMS the Right Fit?
  93. A Simple Way to Unify Your Marketing Efforts
  94. Empowering Employees and HR with the Latest Technology
  95. The Credit Union Advantage for the Digital Customer
  96. Making Sure You Have the Right Leaders in the Right Seats
  97. The Dream Team for Successful Online Customer Interactions
  98. Don't Undervalue Your Brand Promise
  99. Are Your Landing Pages up to Snuff?
  100. Caution: Customers Don't Always Ask for What They Want
  101. Are You Missing Out on the Power of Video?
  102. How Credit Unions Can Formalize the Branding Process
  103. Keeping Up with Digital Lending Convenience
  104. What the C-Suite Wants out of Social Media
  105. Credit Unions Can Compete with Shadow Banks
  106. How to Generate Content with Fewer Resources
  107. 3 Brand Promises Credit Unions Can Learn From
  108. 3 Factors Impacting Credit Union Compensation Plans
  109. Don't Underestimate the Power of Financial Education
  110. Underestimate the Onboarding Process at Your Peril
  111. How Credit Unions Can Embrace Storytelling in Marketing
  112. Leveraging Social Media for Member Engagement
  113. If Your Site Isn't Mobile Optimized, You're Losing Out
  114. Protect Your Credit Union with a Website Accessibility Response Plan
  115. Finding the Best Platform for HR Technology

Related Trends

  1. Keep content relevant, short, iterative and engaging
  2. Three ways to up your social media game
  3. What others are doing
  4. Credit Unions Have an Opportunity to Help Their Members Through Tax Season
  5. Leverage the Resources of Trusted Experts for Tax Season 2019
  6. Americans Trust Their Financial Institutions for Tax Advice
  7. Achieving the Golden “Narrative Transport” in Brand Storytelling
  8. The Process of Crafting a Relatable, Moving Brand Story
  9. Cut Through the Noise and Deliver Value Members Want
  10. Consumer Attitudes Toward Digital Advertising
  11. Content, Tools, and Channels to Capture Consumer Attention
  12. Just How Distracted Are Consumers?
  13. 3 Key Factors for Creating Good Content
  14. Become a Tax Resource for Members
  15. Americans' Lack of Financial Literacy Is an Opportunity for Credit Unions
  16. Build Up Membership Through Supportive Savings Programs
  17. 7 Tax Changes Your Members Need to Know About
  18. The Importance of Creating Quality Content
  19. The Win-Win Results of Prize-Linked Savings for Credit Unions and Members
  20. Content Marketing: Well Worth the Effort
  21. Your Social Media Accounts Deserve Quality Content
  22. How Credit Unions Can Formalize the Branding Process
  23. How Credit Unions Can Embrace Storytelling in Marketing
  24. 4 Steps to Increased Social Media ROI
  25. What the C-Suite Wants out of Social Media
  26. Leveraging Social Media for Member Engagement
  27. Are Your Landing Pages up to Snuff?
  28. Don't Underestimate the Power of Financial Education
  29. If Your Site Isn't Mobile Optimized, You're Losing Out
  30. 3 Brand Promises Credit Unions Can Learn From
  31. How to Generate Content with Fewer Resources
  32. 5 Guideposts to Measure Your Brand Promise Against
  33. How Useful Are Member Personas for Credit Union Marketing Teams?
  34. A Simple Way to Unify Your Marketing Efforts
  35. Are You Missing Out on the Power of Video?
  36. The Member Service Experience
  37. The Dream Team for Successful Online Customer Interactions
  38. Don't Undervalue Your Brand Promise
  39. Selling Payments and Wealth Management Services

Industry insights
to your inbox!

Subscribe