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Who is promoting your content marketing? Hopefully, you've got customer service representatives on it.
Content marketers, for the most part, aren’t shy artists. We don’t really produce content for it not to be seen, just for the joy of creation. We create material to be seen, to be read, and to be shared. And that can be frustrating, because: what happens when it isn’t being seen and read and enjoyed? Is it worth it?
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For many B2B companies, that is a sticking point with content marketing. They aren’t just getting it to the right people. That’s because they often don’t have a comprehensive strategy. Not having one leads businesses to question the value of content marketing. If it isn’t doing its job, is it still important? Or can we stop doing it?
Unfortunately, the answer to that last question is a thudding “NO”. Content marketing is still incredibly important, and perhaps even more than ever. Just check out these stats:
200 million people use adblockers. Traditional advertising is still effective. But it needs to be augmented by something more.
Content marketing costs 62% less than outbound marketing. Time spent on the road or in meetings is incredibly valuable, but also expensive. Being able to spend the rest of your budget efficiently helps all sales and marketing teams.
Content marketing generates 3 times as many leads as outbound. This is because you are able to target people who are, at the least, vaguely interested in your product or service. You’re appealing to the, from the jump.
The best content produces 7.8 times more traffic than non-leaders. It’s not just that you need content marketing. You need good content marketing. And that might be the toughest part of all, because…
88% of B2B marketers use content marketing, but only 32% have a real documented strategy.
That last stat can go without much comment, because it speaks for itself. Content marketing is hard. It’s hard to come up with ideas, and it is hard to distribute your content marketing in a way that actually attracts readers and viewers. You might make a great video, but if you aren’t connecting with customers, none of that matters.
So how to connect with them? The answer to that is wrapped in a bigger question: what is marketing? When we look at marketing as just what happens before a sale, we are limited. Marketing happens throughout the entirety of the Buyer’s Journey, and well after. You want customers to be long-term clients, to keep using your prodcut or service, and to upgrade as much as possible. That’s where customer service comes in.
We’ve been talking about how, in today’s inbound world, there is no real difference between customer service and marketing. They are two sides of the coin, points along an endless loop. Customer service representatives can be your best marketers, and not just because they make people like your company more. It’s because they can push your content marketing out into the world, letting it be shared with more people.
Customer service representatives can turn your clients into brand evangelists. In that way, they are your best content marketers. Let’s see how.
Customer Service Reps Know What Customers Need
You already know that customer service reps are a great source of ideas for content marketing. After all, they are on the front lines, and understand better how customers both see and use your product or service. They can help shape your marketing, because they understand the shadow between perception and reality.
But that’s not all they can do! They can also push out your amazing content to customer who need it. Let’s take a look at how that can happen, at a hypothetical medical supply store.
Phone Rings
CSR: (seeing name associated with number) Good morning, Mrs. Sanchez. Thank you for calling Hypothetical Medical Supply Store. My name is Alex, how can I help you?
Customer: I’m having trouble charging my husband’s wheelchair. The batteries are dying too quickly. What can I do?
CSR: (already knowing, thanks to omni-channel care, what kind of wheelchair the Sanchez’s have). OK, well, on your XYZ Model, there is sometimes an issue when the battery caps aren’t screwed on. Let me walk you through how to do that.
(walking through)
CSR: Hopefully, that will solve the problem. But there might be some other issues as well. If you would like, our content team has created a video of the Five Reasons Why Battery Packs Lose Power: And How To FIx It. If the problem comes from something else, or if this is a problem in the future, this could be handy to watch. It’ll walk you through them, and give you tips on how to prevent any issues moving forward.
Customer: Gracious! That would be wonderful.
CSR: Now, we also know that some customers in your area have had trouble navigating bad roads and rough crosswalks. Sometimes suburbs aren’t always the best at total ADA compliance. But we have an infographic about safe ways to use the XYZ in non-pedestrian-friendly areas. I can send that to your email as well.
Customer: We have been having some issues with that, but I didn’t think that you would be concerned. That’s so nice of you, and so helpful. We’d love to read it--and to send it to friends who have had some of the same problems. Thank you!
In that little exchange, Alex pushed two pieces of content out there, helping a client solve a problem, and helping them with something they didn’t even know to ask about. They created loyalty in doing so, because this content goes above and beyond just answering today’s question. And they created brand evangelists. Not only will Mrs. Sanchez tell the other people in her community about how nice the people at Hypothetical, Inc were, but she’ll also forward the infographic to her entire list.
People will hear about the company, and follow it, looking for more great content. The customer service rep brought more people into the sales funnel, and kept old customers happy. That’s the ideal way for it to work.
So make sure your CSRs have access to your content (which they helped you create by letting you know what people were calling or writing or tweeting about). Turn them into content marketers. They can use that to turn your customers into brand evangelists. They’ll make everyone a marketer, and that’s the goal of great content.
At RDI Corporation, we combine the best in progressive and comprehensive digital marketing with proven effectiveness in customer service. Our training, hiring, and execution practices make us complete partners with our clients. Connect with RDI/A or RDI-Connect to learn more, and we invite you to read our white paper, The Perfect Circle: How Customer Service and Marketing Are the Same Thing which discusses even more ways that the two sides can complement and improve each other.
Customer Experience Services Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:
• Establish, manage and operate call centers and supply the required systems and applications. • Customer Feedback Technology • Social Account Management System (customer interaction, reports, marketing and e-publishing services) • Customer Relationship Management System (CRM) • Artificial Intelligence Systems and Automation Services (AI & Automation) • Business Intelligence Technologies and Performance... (read more)Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:
• Establish, manage and operate call centers and supply the required systems and applications. • Customer Feedback Technology • Social Account Management System (customer interaction, reports, marketing and e-publishing services) • Customer Relationship Management System (CRM) • Artificial Intelligence Systems and Automation Services (AI & Automation) • Business Intelligence Technologies and Performance Dashboard (BI & Dashboard) • Voice of Customer Measurement techniques Ticketing System • Specialized training in call centers, customer service and customer care. • Supply, installation and maintenance of a complete C2SMS SMS sending gateway system. • Content and data management systems • Contact Center Outsourcing. “BPO “ • Contact Center Training. • CX Consultancy. • CX Platforms (Genesys, Verint, PerfectCX, Microsoft Dynamics, Oracle) .
We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing Customer Experience and Customer Relationship Management Enterprise Resource Planning AI & Robotic Process Automation API... (read more)Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.
We offer the following services:
Business Process Outsourcing Customer Experience and Customer Relationship Management Enterprise Resource Planning AI & Robotic Process Automation API Management and Microservices Human Capital Management Identity & Access Management Application Development Enterprise Cloud Data Management & Analytics
We are Abante BPO Contact Center services company with more than 16 years of experience in the sector. We specialize in customer service through specialized technology, and with a multilingual team. Our different operating centers offer high availability and unlimited performance, adapting the specific needs of our clients, and always operating under the highest quality specifications.
Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.
Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.
We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology. Are You Ready?
Help Desk Services 24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
Inbound customer service and sales support With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
Business Process Outsourcing Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced. SERVICES -Contact Center Services -Customer Service Support -Sales Support -Web Data Collection -Telephone Data Collection -Data Services -Infrastructure Design -Workforce Support -And More RESPONSIVE 24/7 coverage, always finding the best solution for your business
Outsourcing Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
BPO, Financial and Customer Services Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.
Multilingual Customer Service Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.
Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr... (read more)Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.
Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to provide English inbound call center, Chinese inbound call center, Spanish inbound call center and more.
Callnovo China call center operation sites, Philippines call center operation sites and other languages outsourcing call center sites are all 24X365. We are very flexible in working hours so we can match different client’ customer service/after sales support call center requirements from different countries.
CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.
With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and... (read more)CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.
With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and flexible business process outsourcing (BPO) solutions include technical and customer support, tele sales, channel enablement and back-office support.
Virtual Assistant Services Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.
Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.
This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p... (read more)Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.
Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.
This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business processes.
Just some of the services we offer:
- 24/7 Inbound call management. - Email management and response. - Social media management. - Live web chat services. - Message-taking and delivery. - Appointment taking and diary management. - Book accommodation & travel arrangements.
Make sure all your business calls are dealt with professionally and all leads are transferred with ease and efficiency. Our tailored solutions will ensure that your business runs smoothly.
Our support packages are completely flexible and can be switched on or off or set for specific times – e.g. overnight call answering system.
Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.
We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
Consilium UniCare™ Professional Services As technological change occurs at a faster pace than ever before, organization with the industry-leading Cisco contact center platform need to get outcomes quicker, better and more predictably. By bringing in the subject matter experts from Consilium's advanced professional services, you get unparalleled knowledge which has been trusted for over 33 years, consistency and a global footprint. Give your Cisco platform a turbo boost by investing in Consilium UniCare™ professional services when it is time to design, implement, upgrade, or add / optimize third-party integrations. • Cisco UCCE, PCCE & UCCX design, implementation and upgrades • Cisco CVP VXML application development with PCI compl... (read more)As technological change occurs at a faster pace than ever before, organization with the industry-leading Cisco contact center platform need to get outcomes quicker, better and more predictably. By bringing in the subject matter experts from Consilium's advanced professional services, you get unparalleled knowledge which has been trusted for over 33 years, consistency and a global footprint. Give your Cisco platform a turbo boost by investing in Consilium UniCare™ professional services when it is time to design, implement, upgrade, or add / optimize third-party integrations. • Cisco UCCE, PCCE & UCCX design, implementation and upgrades • Cisco CVP VXML application development with PCI compliance • Cisco UCCX IP IVR scripting and host interface development (back-end integrations) • Cisco CUIC custom report development and IVR menu traversal reporting • Cisco Enterprise Chat and Email (ECE) design, implementation and upgrades • Cisco S+ Calabrio Workforce Optimization (QM & WFM), Cisco S+ eGain Mail, Chat and Analytics design, implementation and upgrades • Cisco SocialMiner with Consilium Task API add-ins • Cisco Finesse workflow development and Cisco Finesse API-based development • Custom CRM and payment integration for agent desktops and IVRs • Custom development based on any Cisco collaboration APIs as a Cisco Developer Network (DevNet) partner and Cisco Preferred Solution Partner • Consilium Education Services for partner and advanced customer enablement
Why Consilium Advanced Professional Services? We have held the prized Cisco ATP (Authorized Technology Provider) partner contact center specialization continuously since 2008 and have over three decades of experience in the contact center and collaboration business. • Consilium has proven our ability in over a thousand deployments in more than 100 countries. No matter what the size or complexity, we have proven our mettle and live to deliver what we promise. • Consilium’s systems engineers, software developers and solution architects deliver technology expertise through a full lifecycle of consulting, professional services and 24/7 global support and managed services. • We maintain up to the most-recent three releases of all Cisco collaboration products at Consilium Innovation Technology Labs (CITL) and leverage emerging technologies such as chatbots, omnichannel, and artificial intelligence (AI) to create measurable business outcomes. • When time is of essence to build, deploy and launch solutions, you need to bring in the experts. As a customer recently wrote, “we decided we could get it done much quicker by engaging Consilium than us playing around with the system.”
We specialize in all aspects of customer contact services: • Customer Service • Technical Support • Employee Help Desk • Customer Acquisition / Retention • Order Processing / Administration • Quality Monitoring • Consulting
Costa Rica’s Call Center (CCC) is a state of the art BPO telemarketing outsource company located in the capital city of San Jose, Costa Rica. Our main focus has been, and will always be to personally train each and every Central America call center agent so that we may offer the highest quality of outbound and inbound telemarketing solutions and bilingual customer service to small and medium sized international companies, entrepreneurs as well as fortune 500 companies.
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