A Better Customer Experience with Marketing Automation

Marketing automation = customer service?

Marketing automation = customer service? Niko Pääkkönen An online service can be viewed as an actual store with sales staff. How does the staff operate and pay attention to the customer? Niko Pääkkönen E-commerce expert, Liana Technologies

Customer service is not the first thing that comes to mind when talking about marketing automation. It is, however, exactly that. Marketing automation aims to do the same as a good salesman who wants to know his customers.

The objective of automated messages is not to force customers to buy something they don’t want. Instead the goal is to find out what they really need, suggest things they might need – and rush in when they show interest. When a salesman would ask "Hey, can I help you?", automated marketing doesn't leave the customer alone but reacts to the customer's actions in real time.

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Customer experience and commitment

Customer experience and commitment

Every message that a company sends is also an opportunity to make the customer more involved and committed to this company. What do we want to achieve, what could we achieve and what direction do we want to guide the customer?

Mapping out customer behavior and finding critical touchpoints are important tasks for the company as well and teach the company itself. Automation is often realization. Did a customer leave a contact request on saturday night? Don't lose this moment of interest from the customer just because it's outside office hours and instead send additional info as an automated message that the customer can look into immediately. Did the customer subscribe to your newsletter. Welcome him or her and tell about your offers.

Opening and addressing touchpoints that critically affect the quality of customership can in the best-case scenario notably improve the customer experience and make your company's actions more efficient.

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What our customers think

The Liana Technologies support chat works like a charm. You get a solution to an acute problem immediately. After getting this kind of realtime customer support makes it hard to settle for a service that makes you wait for answers.
Anna Mäkelä Head of Communication, IAB Finland Oy
We feel like we can trust Liana as a technical partner. If there's ever a problem the technical support is always ready to help. The Liana customer service is magnificent!
Terttu Niutanen Head of Communication, Sinebrychoff

Interested? Contact us for more Information!

Interested? Contact us for more Information!

Do not hesitate to contact us and get to know LianaCEM better.

LianaCEM™ is an agile marketing automation tool that makes it easy to start doing the practical work. Marketing automation doesn't have to be a tedious IT-project – by choosing an agile platform you can quickly start from the basics and then move step by step towards a more refined automation plan.

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