A quick overview of the global scenario

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Of course, the number of social messages received varies between companies. A B2C online retailer , for example, will receive many more requests and will have to develop faster and more robust processes to provide solutions to customers.

But even B2B companies like Rock Content, with most of their requests coming from more traditional sources, need to monitor their social media accounts and create processes to better integrate marketing with customer success.

And of course, this is a challenge. Despite the increase in demand, Hootsuite’s report shows that 71% of organizations have not yet started investing in social customer service or do not plan to invest at all.

Here at Rock Content, our Marketing and Customer Success teams strive to develop a holistic understanding of customers and execute successful partnerships on a broader scale.

Below we will give you some tips based on what we have learned so far.

Keep reading, now the best part is coming!

1. Marketers should work with CSM teams to design tunisia phone number list their campaigns from a customer success perspective
Social media is an opportunity to improve the customer experience throughout their journey. It is worth highlighting: when marketers design strategies, they are not only looking to attract new customers, but also to retain current ones .

Let's think about a big traditional brand: Coca-Cola. It's hard to find someone who doesn't know what Coca-Cola is, but the company still advertises it. Why? To maintain its position in the market.

In social media we have another ingredient: interactivity. Anyone can talk and get in touch with you at any time.

As Christoph Neut, VP of Sales at Sparkcentral (Hootsuite) said in the Social Trends 2022 report:

“When you combine marketing and customer engagement on social media, you simultaneously cover the key outcomes that impact your customers’ shopping experience and your company’s bottom line. That’s the bigger picture that many companies still don’t see.”