Ad formatvskundeserviceopplevelse

The choice of ad format directly influences the kundeserviceopplevelse (customer service experience) by shaping how customers interact with a brand during and after exposure to marketing content. For example, interactive ad formats such as chat-enabled ads or shoppable video ads can provide immediate, contextual support or product information, effectively blending marketing with real-time customer service. This reduces friction in the customer journey by answering questions or resolving doubts instantly, thereby enhancing satisfaction and trust. Conversely, static or non-interactive ad formats may create a disconnect if customers have to seek support elsewhere, potentially leading to frustration. From a digital strategy perspective, integrating ad formats that facilitate seamless transitions to customer service channels (like click-to-call, chatbots, or direct messaging) ensures that marketing efforts not only drive awareness but also support problem-solving and personalized assistance. This alignment improves conversion rates and customer loyalty by making the service experience an intrinsic part of the advertising touchpoint rather than a separate, delayed interaction.