The customer wants problems to be resolved easily and quickly

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Digital presence, quick problem resolution and accessibility to product information are key to keeping customers happy and building trust.


Classic situation: You have a problem with your internet and you call your service provider. You enter your account information and wait for minutes — sometimes hours — for the assistant to speak to you.

Finally, someone answers you. You explain your problem. This person asks you to perform a few basic troubleshooting steps — which you've already tried — and, without letting you speak, transfers you.

You wait a little longer. You speak to another assistant. You have to explain thailand phone number list your problem again. And then this person — who most of the time also can't help you — needs to transfer you to another level of support or supervisor. And so on, several times.

Nowadays, with the power of the Internet, people know that their problems can damage a company's reputation if too many people share them on social channels.

Of course, as a business, you want to provide the best service to your customers. But on social channels, if a problem goes viral, even people who have never contacted you may avoid doing business with you or stop working with you because of other customers' problems.

That's why it's so important to strengthen the relationship between marketing and customer success in the era of social media.

Marketing knows how to monitor social services and customer success knows how to solve customer problems. It is crucial to provide a solution to your customers on any channel they contact you on.