It is often hard to differentiate the hype around social media as well as what it could bring regarding value. However, social CRM does not ask you to reinvent your business or forget everything you hold dear to your business nature. Social CRM adds a new dimension of social activities to the way you perceive your clients as well as your relationship with them.
Customer’s social media activity, until now, has been a closed book. It was a communication channel that was never tracked, measured, planned, or improved. With the use of social CRM, things are set to change. By adding the channel of social media into your CRM, you will have all the information about your clients in a single pool. You can track and manage a conversation even if the client decides to talk to you through Facebook or Twitter. You will have an increased capacity to respond faster, act better, and anticipate their needs.
How to Bridge the Gap
This is the point when social CRM goes through. This is a CRM platform that integrates and gives access to social media to the same insight level for more traditional channels. It also gives you the capability to access the same insight level for traditional channels. You can track, monitor, and benchmark your social media communications using tools such as metrics, dashboards, and familiar tools.
With the use of Social CRM, your customer will be placed at the heart of the company. You can’t force them to use channels they don’t want. When they change channels, you can’t lose track of their issues. You can also individually respond and engage customers in their manner of choice without compromising your capacity to manage and track communications on the global arena.
Customer Service that Puts Customers First
There is no secret to customer satisfaction using social media. However, it is the best opportunity that presents itself to get the basics right to provide excellent responses to whatever their questions might be. By tracking interactions on social media using social CRM, you can deliver faster without having to worry about satisfaction. In the end, you will have a lot of happier and contented clients. However, it is not all about reacting. Using tracking or monitoring tools, social CRM helps you reward and identify influencers and brand advocates to engage them to spread your word.
Your Social Marketing Tools
The combined promise of increased efficiency and reduced cost is the best thing every marketer wants to hear. While social CRM has an important role to play concerning its influence on sales and services, your marketing effort can be revolutionized. It can also change your perceptive about brand understanding while giving you unparalleled access to additional information about client opinions and customer behavior. Social CRM also delivers deeper relationships and increased engagements with clients. It also delivers a greater exposure where your audience spends much of their time.