Marketing may be in charge of social media for a company, but customer service teams are the kings of customer engagement, according to the following Sentiment infographic.

So, how do marketing teams and customer service teams approach customer engagement?

Here's a look at the different goals, tools, and skills that marketing and customer service teams employ to support customers.

The customer service team does so by using tools such as social media monitoring, engagement dashboards, CRM integration, personalized routing, supervisor visibility, and access to back-end systems.

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ABOUT THE AUTHOR
image of Verónica Jarski

Veronica Jarski is the Opinions editor and a senior writer at MarketingProfs. She can be reached at veronicaj@marketingprofs.com.

Twitter: @Veronica_Jarski