Marketing may be in charge of social media for a company, but customer service teams are the kings of customer engagement, according to the following Sentiment infographic.
So, how do marketing teams and customer service teams approach customer engagement?
Here’s a look at the different goals, tools, and skills that marketing and customer service teams employ to support customers.
The customer service team does so by using tools such as social media monitoring, engagement dashboards, CRM integration, personalized routing, supervisor visibility, and access to back-end systems.
Marketing also uses social media monitoring and engagement dashboards, but it usually also focuses on content curation, content creation, and analytics.