If you want to implement a successful social CRM system in your company, there are several things that you might want to consider. Experts see social CRM as an evolved version – not necessarily a new CRM system, so why should you think of it otherwise?
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Choose a good social CRM platform. Just because there are 10 social network platforms today doesn’t mean you should use all of them at the same time. Do not spread yourself too thin because if you do you will not be able to obtain comprehensive data from the platforms. It would even take too much effort and time in monitoring activities or engaging with customers.
Ensure you have resources and make full use of them. Social networking platforms when used in CRM offers unheard-of opportunity to provide great service. It could even be used as customer support channel. However, it can also become a frustrating channel for customers if you are not equipped with the right resources and knowledge to solve issues or problems. It is equally important that you make full use of all the right resources you have in order to prevent the escalation of existing problems.
Determine the driving forces of social networking platforms. Customers who are loyal to a certain social networking platform and use it often are your driving forces. It is essential that you build a dynamic and interactive relationship with them.
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