Many companies have their own social media policies, which dictate how customers should interact with the company, often these policies are buried on the company`s website. SSLAs are public and exist on all channels where a customer interagulates with the company, hopefully in a short and easy-to-understand format. The goal here is not to become “legal” or confuse the customer, but to help both the customer and the company understand how the relationship will work and grow. In the noisy world of customer service on social media, many people swear by a series of complex metrics that seem more suited to an advanced computing class than a company`s help desk. For Company X`s sales and marketing teams, it`s a breeze to rub shoulders with an internal SLA that provides leads from marketing to distribution every month. But what if they wanted to incorporate a customer loyalty strategy into this contract and make it an SLA between distribution, marketing and customer service? After the closing of the sale of 50 customers for the month, the after-sales service has the mission to keep these customers happy and fruitful while using their product. In a multi-stage SLA, Company X can have Joan, the VP of Service, sales manager Amy, send monthly “customer irritation reports,” based on the dialogue the sales team has with its customers on a regular basis. This helps the customer service team set up a knowledge base that will better prepare them for the pain points that customers are calling for. Learn at hubSpot Academy about the growing role of customer service in business growth. One of the most important steps in coordinating your sales and marketing efforts is creating a service level agreement (SLA). Traditionally, an SLA is used to define exactly what a customer receives from a service provider. SLAs are also used for internal operations and distribution and marketing agreements are among the most important.
When it comes to what should be included in your service level agreement, there`s one last part: check these metrics regularly to monitor your progress and make sure distribution and marketing have access to reports for both parts of the SLA. These are often eloquent metrics such as “the total number of social posts that meet the requirements of the list platform for a predefined time interval” or “percentage of posts that were never responded to or viewed by social teams during a predefined time interval.” An agreement intended to settle the relationship between a social media marketing service provider and a customer for these services I don`t think all of the above applies to the definition of SSLA, for example as part of a service agreement, but I hope you will understand where I want to go with it. As a marketing department, you should have not only a concrete goal for each campaign you carry out, but also an overall digital goal that matches the procedures of the sales team. . . .