In this digital age, nearly every business runs elaborate ad campaigns. Some use social media to reach and understand customers, while others use the attention from social media and redirect it to their website.
A common misconception about a marketing campaign is that it is all about words and art. Consequently, digital marketing teams spend days working on their ad copy, ad details, and digital art while neglecting their campaign strategies.
Results?Poor reach, high ad spend, low ROI, and bleeding money. And all of these issues are quite common.
So, what is the reason?
As a marketer, ad targeting plays a very important role. You need to understand your potential customer, target market, and consumerstyle in depth. Moreover, detailed targeting requires information like demographics, locations, online behaviors, and social class as well.
Now the question arises, how will you get this information?
Keep reading as we look at some of the ways you can use customer service for building your next marketing campaign.
Reach a Wider Audience
For most brands, reaching an audience is not easy because in the majority ofcases, the audience is far too diverse. In case you are running a business within the U.S., you might be facing this issue, since there is a diverse population to cater to.So, brands have to figure out a way to appeal to everyone.
For instance, Spectrum is an internet brand offering its services in the U.S. The brand has dedicated Spectrum Servicio al Cliente, so the Hispanic audience can reach out anytime and seek guidance. With the help of this customer support, the ISP has effectively tried reaching out to the biggest minority within the U.S.
This also helped the brand to establish itself as a household name within the Hispanic community by offering them other related services like a Hispanic channel lineup and more.
Explore Customer Interest
Customer interests play an important role in targeting the audience.
In most cases, when the marketing campaign is prepared, there are advanced targeting criteria which include details like demography, gender, social background, buying power, etc. Through customer support, brands can easily determine their target audience as well as their online interests. These interests can help in laser focusing on details that can boost ROI.
For instance, most skincare brands think only financially stable or rich people can afford these products.
In reality, skincare is considered a basic utility and people from all walks of life are currently trying to invest in their health and wellbeing. With the help of customer support, these brands can filter out the kind of calls and complaints they are getting.
Eventually, this will help them laser-focus their target audience and get a high conversion rate.
Target Your Customers
Targeting customers is one of the most challenging parts of running a marketing campaign. As mentioned earlier, social media marketing campaigns now have advanced targeting options.
These require more information about the customers. Larger brands invest heavily in data-scarping tools that collect information through browser cookies and other sources. On the contrary, smaller brands lack the financesto use these data-scarping tools.
If you are also running a small company with limited resources, information from your customer support team can be helpful.
Most customer support agents get to interact with the clients dailyand know their issues, major problems, and areas of concern. Moreover, they get to know about the personality and financial situation of their clientsas well. This direct information helps in targeting the customers better.
Strengthen the Presence
Online presence for any brand is essential for its growth and scalability.
Right now, most big brands rely heavily on social media platforms for their marketing as well as customer support. This means that while companies are using social media platforms for marketing and paid ads, they are also using the same platforms for customer support.
Now, clients can reach out to the online social media pages, leave comments, review, or ask questions directly in the common sections. Moreover, some companies encourage users to send them a message directly or seek guidance about their brand via social media channels.
Use the Right Language
Customer support is a great way to learn about the language and words used by customers. These words can later be used in marketing especially while writing ad copies.
For instance, companies targeting Gen Z or younger customers can know more information about their target audience as well as their interests.Later, their common slang and frequently used words can help the brand build authority within its target audience.
A good example of this strategy is that brands like McDonald’s get to customize their menu as well as their marketing strategy according to the area they are targeting and regional interests.
Simply put, customer support when used properly can help brands in many ways. It can help brands gather data, learn the commonly used words, and as well a lot of other information that can be vital for targeting their audience better.