Harnessing the Power of Digital Marketing for Call Centers

Digital marketing can make your call center stand above the rest — and we can show you how.

If you’re in the customer service industry, you know how important it is to communicate with and listen to the wants and needs of your clients and leads. This is a surefire way to build trust and provide a satisfying experience that leads to customers speaking highly of your services, recommending your brand to others, and returning to your business.

While clear communication and customer service are cornerstones of any company’s contact center, it doesn’t end there. In order to have a truly successful call center, businesses must pay close attention to how they are marketing themselves. In this day and age, digital marketing is a crucial aspect of any business strategy — and that includes companies in the customer service industry.

Digital Advertising for the Call Center Industry

If you are new to digital marketing, we promise it’s more straightforward than it sounds. In fact, we can pretty much guarantee that you’ve already seen and engaged with digital marketing.

Digital marketing refers to any form of marketing or advertising that happens in the digital scope. This includes everything from websites and internet-based marketing to apps, social media, emails, and even text messages. Basically, if a campaign is made to be consumed or viewed online in any way, it counts as digital marketing. 

Let’s look at some of the most popular forms of digital marketing.

  • Social Media

These days, social media campaigns are some of the most effective and exciting forms of marketing. It encompasses everything from influencer marketing partnerships to branded content on social media platforms like TikTok, Instagram, Twitter, LinkedIn, Pinterest, and Facebook.

Social media marketing is a great way to reach more customers and leads. Many companies also appreciate the more creative side of social media marketing — it’s a great and interactive way to let your unique brand shine.

  • Mobile/Text/Phone

Mobile or phone-based marketing is a great way to ensure that your company reaches more customers and leads. Mobile marketing campaigns target customer engagement through mobile devices, like cell phones and tablets. These campaigns might involve sending branded text messages or using social media and other mobile app notifications. 

Companies like the mobile marketing technique as it allows for direct customer contact. Unlike social media campaigns, which rely on an algorithm and engagement to reach views, mobile marketing campaigns offer a direct throughline to customers. They will receive a phone notification directly from your company, whether through an SMS or push notification, and can then engage directly. 

  • Search Engine Optimization

Search engine optimization, otherwise known as SEO, is a practice that helps a company’s visibility. With SEO, marketers “optimize” a company’s website and other online materials to help ensure that they come up as a top result on search engines like Google. There are several techniques for SEO marketing. One of the most important is ensuring that website landing pages and related content include specific keyword phrases. For this reason, many companies include optimized blogs, interviews, and other industry-related content on their websites — it helps more customers find them.

  • Pay Per Click

Pay-per-click, or PPC, is a form of paid advertising. It is a great way to increase your overall visibility and bring more customers to your website and other platforms. PPC marketing campaigns include pop-up ads you might see on a phone app and commercials that play before or while streaming online content. You’ve also probably seen PPC in the form of higher-listed results on search engines and third-party platforms (like hotel booking or food delivery services). These campaigns are typically labeled as “promoted” as a way of transparency with customers. 

  • Content

Content marketing campaigns often overlap with other popular forms of digital marketing, like SEO or social media. This form of marketing refers to creating content as a form of advertising or creating brand awareness. Content can come in various forms, like videos, photographs, blogs, social media posts, and songs. Some companies make their own content, while others have partnerships with influencers or related businesses to create unique content that helps spread the word about their brand.

Why Should Call Centers Utilize Digital Marketing?

A company is only as great as its customer service. Many businesses make the error of focusing solely on marketing their product and/or services but forgetting to shine a light on their support center. This can backfire. Customers and leads should be aware of your customer service efforts and have clear information on how to reach you. After all, potential consumers always want to know that they can rely on a business before investing their time and money into it. You can help build this trust by using digital marketing tools.

Digital and SEO Strategies to Implement Now

There are many great ways for your brand to utilize digital marketing to help your call center reach its maximum potential. While we’ll leave most of the magic to those who know your brand best — your marketing team — we’ve listed a few ideas to get you started.

  • Let Influencers Do Their Job

We love influencers and what they’ve added to the world of marketing. Not only is it a creative and varied way of advertising, but it also allows customers to see products and campaigns more aligned with their interests and needs. Your influencer partnerships can creatively show your leads and customers who your brand is and what kind of support they will receive when they contact you. Your influencers can even create content specifically for your customer service team.

  • Utilize Technology

Many customer service companies utilize modern tools, like chatbots and texting services, for a more streamlined experience. You might even be able to use these services to “reach out” to customers, either through a pop-up message when they visit one of your platforms or through sending a push notification or text message offering support. 

  • Don’t Wait for Them to Come to You

Many customer support centers wait for clients to reach out to them. While plenty of customers will find your contact information and reach out when they run into a problem or have a question, many more might give up if they can’t easily find a way to get in touch. That means they’ll move on to your competitor — and we don’t want that to happen. That’s why many customer service centers make specific social posts, ad content, and push notifications that encourage clients to contact support. This will show customers that your staff is keen to help them, and gives clear information on how they can reach you.

  • Watch the Trends

Scroll through your favorite social media app, and scour some “customer service” related hashtags while you’re at it. You’ll likely hear customers share stories of their best and worst customer service experiences, online and in real life. This will help get a better idea of what works in the digital marketing scope and what not to try.

You might also like our TUTEZONE section which contains exclusive tutorials on making your life simpler by using technology.

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About the Author: Ranjit Ranjan

More than 15 years of experience in web development projects in countries such as US, UK and India. Blogger by passion and SEO expert by profession.