- How do we collate all happy customer moments from our calls?
- How do we identify quotes we can use in our marketing?
- How do we find potential customer advocates who want to be references?
These are just a few of the many questions that all consumer marketing teams encounter. What makes them challenging is the underlying reliance on customer-facing folks to obtain inputs or feedback. Prioritizing and sharing client feedback unwittingly takes a back seat in a world where salespeople are scrambling to find more time for selling. But what if we could eliminate this reliance and leverage technology to allow customer marketing teams to answer these questions on their own? Sounds intriguing? Read on to learn more:
If you are a Copilot customer, here’s how you can find answer to all the above questions and build out a process to drive your customer marketing/advocacy initiatives:
- Building a moments pipeline: Educate and encourage your customer facing folks to add and categorize happy moments on their call by using bookmarks (Yes, the new Wingman desktop app allows you to categorize bookmarks. Here’s a quick video depicting the same). We can encourage reps to add a category named, let's say "Positive Moments" in their top 4 to help them bookmark and tag such moments (see image below)
This way , you’d be able to search the team calls library and easily pull out right calls using the "Contains Bookmark" filter (see below)
Note: Download the desktop app here. In case you are already using the desktop app, here’s how you can update to the latest version
- Setting up a Customer Marketing Topic: Think about the phrases that your customers are likely to use while sharing their experience of using your product or working with you. This will help you to come up with the phrases that we can set up as “Keywords” under the “Customer Marketing” topic for example (Learn more about Topics).
As a best practice, we recommend that you first add them to a spreadsheet like this and then share it with your Copilot admin to add them to your Topics list under workspace settings
- Using Transcript Search to filter calls: You could also use the transcript filter on the Team Calls page to look for calls with phrases that your customers are likely to use while sharing their experience (easiest to start with but might not produce the best results)
Hope these ideas help you further boost your customer marketing efforts. Let us know if you find any of these ideas interesting and would like to learn or discuss more.