Communications, Media and Technology Client Story

Small Business, Meet Global Social Media Marketing

15%

drop in SMB customer churn in six months!

2x

the percentage of prospects contacted in one year

36%

of qualified leads become sales

The small-and-medium-sized business market was lacking online advertising and our client saw this. We helped develop a new sales program which produced a growth in services provided.

Advertising is the bread and butter for a social media company that builds its business case on free services. For small- and medium-sized businesses (SMB), online advertising has traditionally been a hesitant, contentious relationship. Social media companies often falter when it comes to the additional support these customers need, and the smaller businesses often lack the budget – or experience – to develop a results-driven marketing plan. Our client, a global social media company, recognized this as an underserved market. We were approached to develop a new inbound/outbound sales program specifically tailored for the SMB market that would include lead generation and marketing support. In a nutshell, the goal was to build new business, and help those clients become successful.

Helping companies succeed is what we do every day; with this program, we took our holistic approach and analytics, and applied them to benefit the individual SMB customer on behalf of our client. Here’s how we applied our Customer Acquisition solution into a comprehensive strategy for this social media powerhouse:

Our data analytics and expertise in customer acquisition were leveraged to improve lead generation, nurturing, and qualification. To win SMB customers for the long term, we developed a targeted training that transformed a team of our own sales associates into a resource that would a) acquire new SMB customers, and then b) serve as marketing consultants arming businesses with the skills to succeed, and not just selling space. The next phase was to engage prospective SMB advertisers in a 30-day educational program that taught them how to leverage the platform in a way that would extract optimal value. The team provided demographic analysis to advertisers, built complete ad campaigns, and provided ongoing consulting.

This program has grown more than tenfold in the past two years and now includes click-to-chat interaction. New advertisers are educated, self-sufficient and successful. The social media company sees continued profits and high customer service scores from happy customers.

 
Are you ready to Humanify your customer experience?

Contact us

SPOTLIGHT

NEWS & EVENTS
TeleTech Announces Second Quarter 2017 Financial Results
TeleTech Welcomes Jeff Marcoux as Vice President, Product Marketing

Customer Experience Solutions and Marketing Innovation Expert Bolsters Customer Experience and Service Design Acumen
Read press release

CONTACT US

Global Headquarters
9197 South Peoria Street
Englewood, Colorado, U.S.A.
80112-5833

Phone:
For General Inquiries
+1.800.TELETECH
(+1.800.835.3832)

Outside of the U.S. please
dial +1.303.397.8100

For more information about TeleTech services and solutions
dial +1.877.206.8119

Outside of U.S. please
dial +1.480.389.1436

 
CX Innovators, Experts and Entrepreneurs Share Their Stories in The CX Pod
On-Demand Podcast Series Features Conversations on CX Insights, Ideas and Innovations
TeleTech CX Leader to Share Perspectives at CXSF 2017
Jeff Marcoux, CX Innovator and Marketing Professor, Will Outline Five Steps to Delivering Amazing Customer Experiences Using Strategy, Technology, Automation, Analytics and People
NEWS
NEWS