When reflecting on these numbers, alarm bells should sound.

[fomayof928@mowline]

Collaboration should be more than a handoff
Many service professionals are dissatisfied with their existing tech stacks, and find it challenging to coordinate efforts with other teams. One-off DMs, long email chains and mismatched tools are to blame.

According to Q3 2023 Sprout Social Pulse Survey data, only 25% latvia b2b email leads of customer care professionals rate their teams’ responses to customers on social as excellent, and only 32% are very confident in their team’s ability to handle a sudden influx of customer inquiries on social.


Most care teams are working with piecemeal tech, leaving them underprepared and vital customer intelligence lost in limbo. This is especially concerning when it comes to social. Social is where care and marketing work most closely, and it’s a direct portal to understanding your brand performance, audience and industry. Decentralized, incompatible tools can add up to major opportunity costs.

Without shared tech to tap into social insights, care and marketing teams struggle to increase brand affinity. Almost all (94%) of business leaders agree social media data and insights help build brand reputation and loyalty. Another 88% agree social data is a critical tool in providing customer care.

A data visualization from The 2023 State of Social Media report with the headline: Impact of social media data and insights on business priorities. The impacts business leaders identified were: building brand and reputation loyalty (94%), improving competitive positioning (92%), gaining a better understanding of customers (91%), predicting future trends (89%) and moving business forward with reduced budgets (76%).
As the lines between marketing and customer service blur, marketing leaders need to do more than master the handoff of tasks and tickets between their teams. They need to truly work in tandem to shift brand perception—finding processes and tools that increase productivity and surface strategic knowledge.

Customer care gives you a competitive edge
When companies master customer service and marketing collaboration, they create the brand experience audiences are looking for. What marketer out there doesn’t want to be the best of the best?