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Forrester Report: Use Social to Bridge the Gap Between Marketing and Customer Service

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“To meet increasing customer expectations, brands must tackle internal alignment challenges that hamper great customer experiences. Start by pairing marketing and customer service.” - Forrester

In this report, Forrester advises brands on the imminent importance of bringing marketing and customer service together to drive a seamless customer experience. Through social media, brands can bridge the gap and provide a united front to customers, ultimately driving higher revenue via happier customers.


Three key takeaways:

  • Serve consumers better with a marketing and customer service collaboration
  • Leverage Twitter customer satisfaction data for real-time feedback
  • Explore cross-functional opportunities with Facebook Messenger chatbots

Download a complimentary copy to get:

  • Examples of how failure to work together impacts customers
  • 3 action steps to bridge the gap
  • Key ways to use Facebook and Twitter more effectively

Download the report

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