Using Customer Service As a Marketing Tool

In this age of social media marketing and other forms of internet-based advertising, it’s hard to forget the importance of word of mouth in promoting or business or organization, but it’s still important, maybe even more so in the digital age. Whereas before, people would tell a friend about a business in person, now they post their thoughts online, either on the businesses’ web page, or on sites such as Angie’s List. Word of mouth is still a very powerful marketing tool, and your company or organization should really be looking into using it for those purposes. But how does one go about getting a good word of mouth review? Simple—focus on the customer and provide exemplary service that goes above and beyond.

One of the best examples of excellent customer service is Zappos, an online footwear retailer. Their customer service is not only the industry standard, it is legendary. There have been stories of Zappos’ employees working with customers for hours on end, not merely to make overtime money, but actually engaging the customer and working with them until any issues were resolved. Granted, your business may not need to go that far, but going the extra mile for your customers ensures good word of mouth.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree