Customer support staff can suggest which articles should be in this section. Related Post: How to Open Your Product Roadmap (and Make Everyone Happy)īelow the search bar, Dropbox features its most commonly read articles for easy access. To be successful, customer support representatives need to identify common problems and concerns, helping marketers create step-by-step guides that provide solutions that customers need.Ī resource center should be searchable, full of individually focused articles, and easy to navigate.įor example, Dropbox has a resource center with a search bar to help customers find what they need. A growing number of brands have created these robust micro-sites which give customers the ability to search for solutions to commonly asked questions. Marketing can ease this workload by creating relevant content for customers in a resource center. It’s not an easy job, especially since customers often come to support when they’re struggling with a hard to fix issue. They answer questions, field complaints, and fix problems. Your support staff is on the front line with customers. Working to bring your marketing and support teams together? Here are 6 ways the two groups can work together to improve the customer experience.

Marketers have something to offer, too – they often have tools, resources, and new ideas on how to improve the support experience. Ultimately, customer support staff has a wealth of marketing knowledge, as they interact with dozens of customers each day. Instead, they have an integrated team where support works hand-in-hand with marketers to improve the overall customer experience. They’re siloed away from marketers, designers, product managers, and others that can influence the overall customer experience.īut the brands that are successful in offering customer support say no to these silos.

However, customer support teams often function as their own unit. Kim Courvoisier will teach you 6 ways marketing and customer support can collaborate to create more consistent customer experiences.Ĭustomer support is a priority for many brands, especially since 3 out 4 customers spend more money with companies that provide superior customer service. This is a guest post from our friends over at Campaign Monitor.

Dropbox customer service