The Role of Your Client Service Team

Ah, digital marketing, that unpredictable, mystifying and, quite frankly, terrifying universe of algorithms, optimisation and user-experi-what? Well, it doesn’t have to be with the right client service team by your side. Let’s set the scene for you: You’ve just developed or created a new product or service. The one that’s really going to set you apart from your competitors. But how do you get it out there? A new webpage? An arsenal of well-articulated social media posts accompanied with beautifully designed graphics? Some swanky new animated banners curiously finding their way onto your competitor’s websites. SE-I-E-I-O? You want it all. 


By now you’re asking, where do I go? Where does one summon an SEO specialist? Where do creatives go out to graze? So many questions, so few answers. Unless you’ve joined forces with an experienced digital marketing agency and become besties with your client service representative. But who and what is client service? 


Client service is like customer service, but cooler, for you, the client looking to advertise your product, service, or overall brand. These intrepid souls serve as the liaison between you and the marketing agency, being masters of expectation management and project delivery. But do not be fooled by their mundane (take this as a compliment, client service reps) and sometimes confusing title. The client service team is a motley crew of characters, reminiscent of the Goonies, or the kids in Stranger Things, each with their own peculiar quirks and strengths. They are the perennially chipper cheerleaders, capable of transforming any hiccup into a valuable learning experience as eloquently as they spearhead campaign successes. They also moonlight as Zen masters, whose tranquil demeanours look advertising adversity in the eye. 


Part therapists, part project managers, and part digital savants, they ensure that every “‘i” is dotted, every “t” is crossed, and every email is answered promptly and always with a deceivingly tranquil demeanour. They not only burn the midnight oil but frack it too, tinkering with campaign settings, dissecting data, collating and crafting reports, all in the pursuit of your satisfaction and campaign triumph. Not only do they prioritise excellent customer service, but they also champion customer retention and user experience. Just like any good customer service team, they know great customer service gives the marketing agency a competitive advantage, especially when they are tasked with helping clients navigate the treacherous waters of the digital marketplace. 


However, you’d be a fool to think these fearless beings are all business and no fun. At Flume, client service representatives know that customer service is important, but so is knowing when to kick back and take a breather from all the spreadsheets, strategies, and analytics. When the job is done, they take pleasure in office pranks, TikTok dances, or, at the very least, shared commiseration over the latest campaign-induced headache. They understand that laughter is the best medicine for the wounds of stress. And let us not forget the perks of their vocation. Yes, there are the occasional fire drills and eleventh-hour changes, but there are also the delights of mingling with the brightest minds in modern advertising and attending industry events and conferences, which ultimately help them to stay abreast of the latest trends (advertising or otherwise…).

In conclusion, (yes, we were going somewhere with all of this) while the glamorous spotlight of digital marketing often shines on the creative illusionists and analytical masterminds, let us not forget those standing in the wings, proverbial clipboards in hand, whip at the ready should any designer deviate from the approved font and logo placement. The sturdy backbone of the whole show? The client service team. They may not wield Photoshop skills or chant in HTML, but they are the glue that binds client to agency, ensuring great customer service and harmony amidst the chaos of creativity and success. So here’s to them! May their inboxes be ever-manageable and their clients ever-satisfied. Godspeed.


Flume is an independent, full-service digital marketing agency providing services that include SEO, web design and development, public relations, media buying, client service, UX/UI, and creative production. For more information visit or email us a  to say, well, “hello”.

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