I am opening small “brackets” between a couple of articles inspired by the Office 2.0 event in San Francisco and the BlogWorld Expo. BlogWorld Expo just finished this weekend and I am happy to report that it had more attendees than last year and the sessions this year were extremely interesting and useful for all participants.

The “brackets” I want to open refer to The Customer Support Department in any company or enterprise in general.

The customer support and the proper implementation of social media tools around it have brought quite a lot of profit and success to the sales and marketing teams of many large and medium size companies globally. WordFrame sales and support team members are promoting the idea of having the support team as being inseparable part of the marketing and sales teams for several years now. One of the ways to do this (i.e. to have your support department actively participating in the sales process as well as in the business development strategy of your organization) is to equip it with the proper communication, social media and sales tools and ….Voila!

The happy customer, who has been helped or whose problem has been solved directly or indirectly by a Support Department Team member is ready for an upscale - that customer is a perfect word-of-mouth communication channel for all the good products and services he/she is exposed to.

The mere fact that the Customer Support department is the place where existing customers get deliberately in contact with your company (or corporation) should make you use this contact for more than just Customer Support. Use this conversation to rely additional sales messages on one hand and most importantly — to engage in multi-level, multi-channel discussions about your products and services with your customers. Build a community around these conversations, engage actively, and make your customers comfortable enough so the information channel is not only one-directional. The information flow in a properly built community always comes from various sources. Use the diversity of the customer base to obtain proper image and grasp of the market position and stature of your products and services.


 

From our WordFrame Blog
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