It surfaces opportunities for surprise and delight

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“The collaboration between our departments is vital for the business,” says Social Media Manager Camille Pessoa. “Working this closely together is how we achieve the success and goals that we strive for.”


When customer service and marketing teams work together, they can better identify and act on opportunities for surprise and delight.

For example, when a member of the Instant Pot Facebook Group shared that her taiwan mobile database beloved appliance had been destroyed after a hurricane, the Instant Brands team worked quickly to send her replacement, along with their well wishes.

Moments like these can solidify your brand’s place in customers’ hearts and minds. They also create valuable user-generated content opportunities that can help you gain new fans, too.

How to align marketing and customer service teams
Before exploring ways to collaborate, let’s cover two key ways to lay the foundation for smoother teamwork between marketing and customer service teams.