Customer Support for Advertising - Helprace
Do advertising businesses really need help in providing advertising customer support?
It turns out that in the field of advertising, nothing can prepare you for the animal that is dedicated advertising customer support. In advertising, once you’ve gained your customer’s attention, you’ve already accomplished your goal. The same emotional engagement and customer connection should be applied to advertising customer support.
However, getting customer attention is not enough in customer service. It's also about connection with the audience that has never been seen before. If you have a client that wants to connect with their audience, you need to be able to connect with to understand their preferences. That's why it's important to have a help desk that is flexible enough to offer self-service and options to categorize knowledge.
If you need further ability to compartmentalize products or services, Helprace allows you to divide you portal into "spaces" which lets you keep discussions and knowledge base articles separate.
What is it about advertising customer support that’s so unique to advertising?
Just like there’s many ways to solve a marketing problem, there are many ways to ensure you have happy customers. Providing advertising customer support means using software such as Helprace that bridges the gap between your art director, marketing team, support team and your end-user.
In marketing, it's important to keep your consumers at arm's length - gathering their feedback and preferences as well as helpdesk tickets. Staff members must be given the right tools to manage customer requests, including triggers, macros and escalation features. While all of this is invisible to the end-user, your team is able to save precious time in this regard.
Although many things already changed in the advertising industry, many things changed much less than we expect - the method of delivery or the type of channel, for example. However the message must be the same. Bridging this gap, just like gaining customer trust can't be done overnight. There must be a willingness to build staff members on the organizational level to build a self-service portal and community with relevant information.
Helprace advertising customer support software
There are many reasons to make the switch to dedicated support software. For example, if you're switching from email, you'll quickly find out that email presents a number of obstacles to clear and concise communication. An advertising agency is a busy place as it is - with phone calls, faxes and meetings to take care of, ensuring your staff's time is used wisely is important.
If you haven’t considered using a smart advertising customer support software package for your advertising business just yet, perhaps you are unsure of the benefits. To find more about Helprace advertising customer support software, feel free to check out our tour. You can also familiarize yourself with a free demo version of Helprace advertising customer support.