Ambassador’s Communication Co-Pilot is here—and it’s changing the way brands connect with customers. Now, you can build customized emails directly inside the Ambassador platform—empowering your team to launch smarter, faster, and more personalized communications without outside tools, delays, or dependencies. Whether you’re a small team, a mid-sized organization, or an enterprise brand, Communication Co-Pilot gives you everything you need to move faster, engage smarter, and grow stronger.

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Why We Built It

Today’s customer engagement teams are under more pressure than ever:

• Deliver more personalized messages.
• Launch more campaigns.
• Do it faster—with fewer resources.

Traditional email platforms weren’t built for this new world. So we built a better way. Communication Co-Pilot brings email engagement into the same ecosystem where you already manage referral, loyalty, incentives, and customer advocacy—allowing you to trigger communications based on real customer behaviors, all without leaving Ambassador. The result? Less friction, faster launches, and better engagement across the entire customer journey.

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“Communication Co-Pilot removes the usual roadblocks we see with traditional email tools. Now, our clients can build and launch emails that are deeply connected to real customer actions—without having to slow down or switch systems. It’s about giving teams the power to move faster, stay closer to their customers, and create impact immediately.” — Crystal McHenry, Client Enablement Product Manager, Ambassador

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How It Helps Teams of Every Size

🚀 Small Teams: Speed Without the Sprawl

For lean teams, moving quickly is survival. Communication Co-Pilot helps you:

• Create branded, personalized emails without needing outside design or dev resources.
• Trigger communications based on customer actions, milestones, or lifecycle stages.
• Launch engagement flows in minutes, not days.

Result: You keep momentum high—and your customers engaged—without overextending your team.

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🔄 Mid-Sized Teams: Control Without Complexity

As your customer base grows, so does the need for better coordination and segmentation. Communication Co-Pilot gives you:

• A centralized place to manage customer communications alongside referral and loyalty triggers.
• Personalization powered by your existing Ambassador data—no extra integrations needed.
• The ability to test, optimize, and scale without heavy IT or platform switching.

Result: You scale smarter, not harder.

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🏢 Enterprise Teams: Alignment at Scale

Enterprise organizations need more than just speed—they need cross-team alignment. Communication Co-Pilot provides:

• A unified platform where Marketing, CX, Product, and Success teams can collaborate.
• Consistent messaging across your referral, loyalty, and customer engagement strategies.
• Built-in reporting, A/B testing, and audience segmentation for faster optimization.

Result: You reduce friction between teams—and deliver a better, more cohesive customer experience at scale.

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Why It’s a Game Changer

With Communication Co-Pilot, you’re not just sending emails—you’re orchestrating smarter engagement across your entire customer journey.

• Move faster: No more waiting for outside tools, IT tickets, or ESP dependencies.
• Engage smarter: Personalize every message based on real customer data.
• Grow stronger: Align marketing, customer experience, and product engagement under one platform.

The companies that win the next era of customer loyalty won’t be the ones who move the slowest. They’ll be the ones who can listen, act, and engage—all from a single, agile platform. With Communication Co-Pilot, that future is now.

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Learn more about Communication Co-Pilot and how Ambassador is helping brands drive engagement at every stage of the customer journey. 👉 Visit our Communication Co-Pilot page to see it in action.    

The post Introducing Communication Co-Pilot: Email Engagements, Reimagined Inside Ambassador appeared first on Ambassador.

Finally, a Salesforce Managed Package That Works Where Your Teams Actually Do

At Ambassador, we understand that customer-led growth doesn’t start in your marketing department — it starts at the front lines of service and sales.

That’s why we’re proud to offer one of the only Salesforce Managed Packages built directly into Sales Cloud and Service Cloud, not just Marketing Cloud. Most of our competitors stop at campaigns and workflows. We go further — embedding advocacy, referrals, and retention mechanics where your revenue is actually created: with the teams who talk to customers every day.

👉 See the Ambassador Managed Package on AppExchange
👉 Learn more on our official Salesforce Managed Package page

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Why It Matters: Marketing Cloud ≠ Customer Connection

Most Salesforce-integrated referral and loyalty tools are built for marketers. But at companies where growth is driven by the quality of service, the power of your sales team, or the loyalty of your existing customers, Marketing Cloud alone doesn’t cut it.

With Ambassador’s Salesforce Managed Package, you can:

• Trigger referrals automatically based on Service Cloud interactions
• Embed reward and advocacy workflows into Sales Cloud pipelines
• Create loyalty logic from actual customer milestones, not just campaign opens
• Enable reps and support agents to enroll customers in programs without leaving Salesforce

This means faster program adoption, more authentic engagement, and growth that starts from real relationships — not banner ads or batch emails.

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🚀 What Makes Our Integration Unique

Most Salesforce integrations in this space stop at syncing contact lists or tracking marketing attribution. Ambassador goes further:

• Two-Way Sync – Automatically write referral, incentive, and loyalty data back into Salesforce objects for unified reporting across teams.
• Programmatic Triggers – Use Salesforce logic and events (like Case Closed, Opportunity Won, or CSAT Score) to trigger referral or reward flows.
• Custom Object Compatibility – Easily map Ambassador to your custom Salesforce objects, whether you’re tracking subscriptions, deployments, or NPS touchpoints.

This flexibility means your CRM structure doesn’t need to change to use Ambassador — Ambassador flexes to fit how you work.

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🧩 Use Cases We Power Best

• Service Cloud: Trigger referral or loyalty incentives after support tickets are resolved or milestones are hit.
• Sales Cloud: Let AEs, CSMs, or Partner Managers enroll contacts in referral or incentive programs directly from the Opportunity or Account page.
• Multi-cloud: Combine marketing triggers with real-time sales and support activity to orchestrate the perfect moment to ask for advocacy.

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📊 Prove It With Performance

Companies using Ambassador’s Salesforce Managed Package have seen:

• 2x increase in referral-driven pipeline from Sales Cloud integrations
• 30% higher reward redemption rates with Service Cloud triggers
• 90% decrease in program admin time due to automation and native setup

If you’re tired of disconnected tools and static campaigns, we’re here to help.

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Let’s Get You Started

If you’re ready to activate customer-led growth from inside your CRM, learn more here or visit us on AppExchange to install the Ambassador Managed Package.

We’re ready to help you move beyond static campaigns — and into real-time engagement with real results.

 

The post Ambassador’s SalesForce Managed Package (Detail) appeared first on Ambassador.

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The post 4 Metrics Critical to B2B Success—and How Referrals Can Help Get You There appeared first on Ambassador.

Need more proof? Here are six more statistics that prove the effectiveness of word of mouth advertising:

• 85% of fans of brands on Facebook recommend brands to others. (Syncapse)
• 43% of consumers are more likely to buy a new product when learning about it on social media. (Nielsen)
• 77% of consumers are more likely to buy a new product when learning about it from friends or family. (Nielsen)
• 81% of U.S. online consumers’ purchase decisions are influenced by their friends’ social media posts versus 78% who are influenced by the posts of the brands they follow on social media. (Market Force)
• 79% of U.S. consumers who’ve “Liked” a brand on Facebook did so in order to receive discounts or other incentives. (Market Force)
• 49% of U.S. consumers say friends and family are their top sources of brand awareness, up from 43% in 2009. (Jack Morton)

What are the takeaways?

The ways in which brands engage with their customers are quickly changing in both tone and strategy. As trust in paid advertising declines, word-of-mouth marketing via social networks has become the most effective means of building a loyal base of brand ambassadors, meaning more engagement and more revenue for your brand.

Nevertheless, even in the face of empirical evidence that proves the effectiveness of word of mouth marketing, 72% of marketers still don’t recognize and leverage the value of customer referrals.

There’s no question that word-of-mouth marketing is the best way to engage customers and drive more sales to your online business today. The real question that online marketers must answer is why haven’t you started already?

Do you want to learn how to turn more of your customers, partners, affiliates, and fans into revenue generators? Request a custom demo from one of our referral software experts today.

The post The Word-of-Mouth Marketing Benefits That Matter appeared first on Ambassador.

Social customer service is increasingly becoming a necessary component of social media marketing. In fact, it’s acknowledged as being an integral part of forming powerful relationships between your brand and its supporters, and—most importantly—building brand loyalty. Therefore, you should not only listen to your fans and followers, but also engage with them and provide support when questions or concerns arise.

Yes, gone are the days of call centers, wait times, and terrible on-hold music because customer service has made the leap online. So are you ready to get started? Here are three ways you can provide effective social customer service in order to build stronger brand loyalty:

1. Provide Personalized and Efficient Customer Support

According to a 2012 study by Oracle, which surveyed 3,111 consumers in 15 countries, “more than half of Twitter users expect a personal response within 2 hours of asking a question or posting a complaint”; 51 percent of Facebook users expect to receive one within 24 hours.

Without an efficient way to respond to complaints, your brand won’t meet customer expectations, and you’ll miss a golden opportunity to provide valuable responses and ultimately generate positive word of mouth from satisfied customers.

Some brands have set up independent social media accounts that are exclusively for handling customer service requests. This makes it easier for brands to separate their online marketing from customer support, while still providing real-time service and updates.

But of course, not every company has the resources to respond to every complaint so quickly. So to avoid causing your customers to feel ignored, someplace on your landing pages and social networks you should spell out some realistic expectations for when customers can expect to hear back from someone. At the very least, your customers will feel catered to, but you’ll also buy yourself some time in which to adequately address their concerns.

2. Integrate Your Strategy across Multiple Channels

Social networks are unique in their ability to provide instantaneous feedback and support. For example, because Twitter is geared toward quick, bite-sized content, it’s the best channel for communicating time-sensitive information regarding any issues that need to be recognized and addressed immediately (e.g., software malfunctions or product recalls). Meanwhile, Facebook is better suited toward addressing issues in a more comprehensive manner.

So the next time an issue arises, immediately send out a Tweet letting followers know that you’re aware of the problem—and then go to Facebook to provide more information on the status of the resolution.

3. Respond Quickly

A hallmark of social media marketing is the virality of messaging and content. While this creates the potential for highly positive word of mouth, the door opens both ways. Social media also allows brands the opportunity to quickly address customers’ concerns or negative feedback and squash any negative publicity.

This means you should consistently monitor your social media channels for customers’ questions and concerns and then respond with valuable information. Not only will you put a cap on potentially harmful word of mouth, but you’ll also show that your brand cares about its customers and is dedicated to resolving issues.

Ultimately the best thing your brand can do is respond quickly, efficiently, and accurately. Too often customers are forced to navigate confusing call systems or complete lengthy online forms in order to get their needs addressed—not a good approach for businesses looking to build strong customer loyalty and passionate ambassadors.

How are you providing support to unsatisfied customers? Let us know your best practices!

Image courtesy of Google

The post 3 Ways to Build Brand Loyalty via Social Customer Service appeared first on Ambassador.

So going back to the original question—Is social media customer service relevant for B2B brands?—the answer is yes, very much. And here are two reasons why B2B brands need to invest in social customer service now, as well as some advice for how to do it right.

1. Positive Customer Service Equals Positive Word of Mouth

In 2012, American Express reported that 47 percent of customers share information about their service experience with a wider audience; 48 percent will praise a company for providing great service; and 46 percent will vent their frustrations about poor service.

These numbers are too big to ignore, especially for B2B brands that rely on a low customer acquisition cost and churn rate—two things that are directly correlated to positive referrals. Customers do talk about your brand online; make sure you’re there to answer the call.

What can I do?

• Be proactive. If you’re aware of an issue that affects your customers, don’t wait for the complaints to start gaining traction. Use Facebook or Twitter to announce that you know about the problem and are addressing it as quickly as possible.
• Show some personality. One of the main benefits of social media is the ability to communicate with customers in a more personal manner. Show a disgruntled customer that there’s a human behind the account by using personalized language and even some humor. No one likes talking with a robot—and especially not when they’re dealing with frustrating problems.

2. Customers Expect Customer Service Via Social Media

According to The Social Habit, 32 percent of customers who contact a company’s customer support department through social media channels expect a response within 30 minutes; 42 percent expect a response within 60 minutes.

If this expectation seems unreasonable, then you’re missing the point of effective social media marketing. It’s not just about the products your brand sells, but how effectively you can show value to potential leads. A strong lead-nurturing process more or less requires a customer support infrastructure.

What can I do?

• Set up a Twitter handle specifically for customer concerns. Creating an entirely separate customer service account may seem unnecessary, but it’ll save you a huge amount of time in the long run. And with all of the Tweets coming in to your main Twitter feed, it’s easy to overlook potential issues or complaints. Maintaining a separate account ensures that your social customer service strategy is tidy and organized.
• Always be listening. Again from The Social Habit: “Among those respondents who have ever attempted to contact a brand, product, or company through social media for customer support, 57% expect the same response time at night and on weekends as during normal business hours.” While you’d like to believe that your customers are dormant at night and on the weekends, the business world never sleeps. Of course, offering 24/7 customer service support doesn’t make sense for smaller B2B companies, but you should still monitor what’s being said about your brand and respond to any issues before the Tweets hit the fan. There are a number of social media monitoring tools that can help keep you organized and efficient.

The social landscape is evolving in tandem with your ability to serve customers across multiple channels. Social media is no longer a clever marketing gimmick; it’s a necessary component of any brand’s customer service strategy—including B2B.

How are you using social media for customer service?

Image Courtesy of Google

The post Is Social Media Customer Service Relevant for B2B Brands? appeared first on Ambassador.

Is your company also debating whether or not to engage with customers via social mediums like Facebook or Twitter? Let’s take a look at the facts concerning social customer service: The benefits of fast response times, its effect on a customer’s brand engagement, and how your brand can create a great social customer service experience that keeps customers coming back for more.

The post Social Customer Service (Infographic) appeared first on Ambassador.

Social media is inherently buzz-worthy. It’s what everyone’s doing, and what everyone’s talking about. Unfortunately, some of the things being said about social media, particularly social media marketing, are not as true as we have been led to believe. In fact, some of these misinterpretations could actually be preventing your business from maximizing the benefits of this powerful online marketing tool. Here are 4 social media myths to watch out for.

Social Media Myth #1: Only younger people use social media.

If you’re strategizing your online marketing via social networks to only reach those in the 18-30 year old age bracket, you’re missing the mark on a huge number of other prospects. According to a recent study by Pew Research Center and Docstoc, 77% of people in the 30-49 demographic use social media on a regular basis. 52% of those aged 50-64 also network online.

Perhaps most surprising, however, is the growing percentage of social media users that are age 65 and older. This group topped out at an incredible 32%. So, if you’ve been buying into the idea that only young people use social media, opportunity is passing you by.

Social Media Myth #2: The more I post, the better the results.

You may have fallen into the trap of believing that in order to be successful on social media, you’ve got to be the squeaky wheel. That is, you have to post constantly to stay top of mind with your customers and prospects. It’s true that being active and consistent on social media is important, but the rule of quality over quantity should always be applied. If you’re constantly bombarding your audience with non-stop dribble you risk either fading into the background, or annoying them to the point that they stop following you.

Focus on only sharing content which you believe would truly benefit your fans and followers. Once or twice a day is plenty. You can improve the chances of your content being seen by strategizing when are the most effective times to post on each platform. (Here’s a helpful guide to get you started.)

Social Media Myth #3: Social media is only successful if my content goes viral.

Getting your content to “go viral” is like the holy grail of social media marketing. Yet, it’s important to note that actually achieving this doesn’t happen very often. In fact, if you’re focusing all of your time and efforts into getting unrealistic results, you’re wasting precious resources and chasing after something you may never actually accomplish. That’s ok! It doesn’t mean you’re a failure, or that your SMM efforts are all for naught.

Social media marketing is about building brand awareness, gathering and nurturing leads and cultivating relationships with your customers and prospects. It’s not about who gets the most hits or shares. Keep focusing on delivering quality content and engaging with your audience. The rest will fall into place.

Social Media Myth #4: Social media can replace all my other online marketing efforts.

Yes, social media is extremely powerful, but it’s not the be all and end all of online marketing. Not by a long shot. In fact, email marketing remains one of the most effective ways to reach people in the digital age. Keeping your website and blog up to date are also important. Surely you’ve heard the term, “Don’t put all your eggs in one basket”. When it comes to digital marketing, the whole is greater than the sum of its parts.

To be most effective, create a robust plan that involves a number of different avenues. That way you’ll have the best chance at reaching the majority of those you’re trying to target.

There are tons of social media marketing myths circulating out there. Let us know what the worst ones are in the comments.

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Social validation is one of the greatest motivators in our daily lives. According to Maslow’s hierarchy of needs, once our basic physical and safety needs are met, the next set of needs includes a sense of belonging and love, followed immediately by esteem needs — things like status and respect. Both groups tie directly into the concept of validation from one’s social group.

Social media has only amplified our need for social validation. Instead of now seeking approval directly from our immediate family and close circle of friends, we seek it from our entire social network. Our craving for social validation is more intense and demanding in our day-to-day lives. It’s the entire reason that people do things like post photos of their new car on their Facebook profile before they’ve even left the dealer lot.

If you want to electrify your customer base, you need to learn to tap into this need for social validation. Your customers are proud of doing business with you. Make it simple for them to share that enthusiasm with their friends. Create a chain reaction: people want what others have. They despise being left out. They loathe being the last of their social circle to have what everyone else has.

When we are uncertain about what to do we will look to other people to guide us. And we do this automatically and unconsciously. – Susan Weinschenk

Our need for social validation is why techniques like Facebook’s sponsored posts are so effective. It’s built-in social approval, making it more acceptable for us to also like those things.

So how do you go about tapping into this need for social validation? There are a few basic ways, none of which are particularly difficult to implement. {{cta(‘a846385a-8107-4023-9207-4af41a836b7c’)}}

Make it easy to share!

This seems a bit obvious, but too many business owners overlook it. If you want your customers to share your offerings with their social circle, make it quick and painless for them to do so. That means including share buttons and outright asking your customers to share.

Every single bit of content you publish, from product listings to email newsletters to blog posts should include an easy, obvious way to share on the popular social media sites. These buttons are generally easy to implement and make sharing significantly more likely. – Tweet this

Make sure you use buttons that are easily identified with each site by using the appropriate colors and logos or icons, even if you don’t use stock buttons. People are used to seeing this kind of branding and instantly recognize these buttons. The less they have to think before sharing, the more likely they are to follow through.

Tap into the early adopters.

These are the people who are the first in their social circle to try something new. These are the risk-takers, but they still want social validation. Except instead of seeking approval from those who have already done something, they look for a sense of approval when they convince others to do something new. Same motivation, but manifested in a slightly different way.

Figure out where these early adopters get their information and then target your marketing and advertising to those places. This could be a blog from an industry leader, a particular news source, or something else. It’s all dependent on your industry. But tapping into those sources is vital if you want to reach these risk-takers.

Take advantage of marketing and advertising offerings that tap into social validation.

Create content on your social networking pages that your followers want to share. While things like Facebook’s sponsored posts advertising are no longer available, there’s nothing that prevents your followers from sharing things you post to your page with their own friends. This is instant social validation. So look at what content is shared most often and post more content like that, while posting less of what isn’t getting shared or clicked on.

The human need for social validation is a powerful motivational force. Leverage it in your social media marketing efforts to drive new revenue through word-of-mouth and referrals. Let us know in the comments how you tap into your customer’s desire for social validation to improve your business.

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