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This post emphasizes stopping the common and boring marketing messages, in exchange for a more friendly customer service tone. Essentially, "how can I help you."

In one case they cite a "349% increase in lead inquiry rate." They also give good examples of companies currently using this method.

  • JG

    Jeremy Gillespie

    about 6 years ago #

    I know this isn't a new trend, but it begs the question - why aren't more companies doing it?

    Even I'm guilty (maybe we all are) of constantly pushing a product or service, rather than engaging and starting a conversation with potential customers. It's the difference between a quick conversion or nurturing and building a relationship. I think people have trouble employing these methods at scale. Although, in some cases it's as simple as changing the tone of your messaging.

    Lincoln Murphy (@lincolnmurphy) has a great customer service hack he uses for automated email (http://static.sixteenventures.com/wp-content/uploads/2013/12/customer-success-bot-email.pdf). This is one way he scales his customer service tone.

    When it comes to growth hacking, marketing and engineering are often highlighted, but what level does customer service play in growth hacking? Is customer service more important in acquisition or retention?