|

Episode 531 Markeing With Bridget Willard Learning From Your Customer Support Ticket and Customer

ByRob
Tweet
Share
Pin
Share

Show Summary

The provided audio excerpt from the SDM show features a conversation between Rob Cairns and Bridget Willard about leveraging customer support interactions for marketing purposes. They discuss the proactive approach of preventing issues that lead to support tickets by anticipating customer needs and creating readily available resources. The speakers emphasize that support tickets and customer feedback are valuable investments that can inform content creation, improve customer experience, and even educate sales teams. Repurposing solutions to common customer problems as blog posts or FAQs can reduce support burdens and enhance SEO. Ultimately, they advocate for a unified approach between marketing, sales, and IT that prioritizes customer communication and relationship building.

Show Notes

  • Prevention is Key: Bridget emphasizes the importance of proactively addressing common issues to prevent support tickets from arising in the first place. This includes creating comprehensive knowledge bases, FAQs, and documentation.
  • Support as an Investment: You rightly pointed out that support should be viewed as an investment rather than an expense. Customer feedback is valuable data that can be used to improve products, services, and marketing efforts.
  • Communication and Relationships: Both of you stressed the crucial role of communication in building strong customer relationships. Answering questions, providing helpful information, and interacting with customers are essential for establishing trust and loyalty.
  • Repurposing Support Content: A brilliant idea that came up was to repurpose support ticket answers into blog posts, videos, or other content formats. This not only helps customers find solutions but also improves SEO and reduces the support team’s workload.
  • Collaboration Between Departments: The need for better communication and collaboration between marketing, sales, and IT departments was highlighted. Siloed departments can lead to inconsistencies and missed opportunities.
  • The Power of Answering Questions: You emphasized the importance of consistently answering customer questions to establish expertise and build trust. This can lead to increased referrals and customer retention.
  • Content is King: You both emphasized the importance of content, whether in written or video format, to provide valuable information and address customer needs.
  • AI and Content: The discussion touched on the role of AI in content creation and the importance of having accurate and relevant information available for AI to draw upon.

Overall, the conversation provided valuable insights into how businesses can leverage support interactions to improve their marketing, build stronger customer relationships, and enhance their overall success.

Tweet
Share
Pin
Share

Similar Posts