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It Goes Without Saying, But Treat Your Customers Like People
In this era of increasing automating of the customer experience process, it can be easy to overlook one simple, basic concept of customer service: that customers are people. In some cases, customers are treated like numbers, which is not an ideal scenario. There have been companies who have learned the hard way how to treat…
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Social CRM Taps into the Company to Customer Relationships
If you plan on implementing social CRM for your business, you should not limit yourself on the existing offerings of providers. Instead, you should focus on what you can do then identify the resources that are available to you. You can deploy these resources alongside proven concepts and projects. Yonyx enables organizations to create multi-media…
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Understanding the Traditional CRM to Better Grasp SCRM
The traditional CRM function is composed of three most basic business operations including – customer support, sales and marketing. If you look closely at these three operations, these are the areas that allow the company to interact or “converse” with the customer. The CRM is the tool you use in order to deal with this…
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What Exactly is a “ Customer Moment? ” And How Do They Impact You?
It seems like every year, new acronyms and buzzwords appear in the customer service experience landscape. One of the newer terms to appear recently is “the customer moment.” But what exactly is it? And how can it impact your company or organization? Let’s take a look. On a basic level, a “customer moment” is any…
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How to Take Advantage of the Information from Social CRM
Social CRM is not “social” if you are not adding social media platforms into your customer relationship management system. The only thing you have to understand is the information you’re getting from these channels are unstructured and raw. As opposed to traditional CRM – customer support where the data you’ll get is well-structured and specific,…
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Ensuring the Business Reflects Social through Its CRM System
If you want your business to reflect that it’s social, the implemented CRM system should be the best way to go. Right from the start, you should have identified whether your business is social or otherwise – to make things a little convenient for you. Yonyx enables organizations to create decision tree driven interactive guides…
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Improve Your Customer Experience Through Your Employees
Customers will approach a business that they enjoy doing business with. It is essential that you cultivate a culture that will improve the customer experience in an organization. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service. Know that customers are always on the look out…
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The Times They Are A’Changing (for the Customer Service Experience)
If you’re reading this blog, then you probably have seen firsthand the changes that have come over the customer service arena just in the past 15 years alone. As Alex Bard of Salesforce points out, we’ve gone from 1-800 numbers to email and chat to social media. And as a reader of this blog, you…
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Be Careful Using Online Surveys to Enhance The Customer Experience
The title of this post may be over-dramatic a bit, but recent data has shown that there is a degree of fatigue with online customer service surveys. Think about it: how many times have you been surfing the web, and a pop-up will appear notifying you that you’ve been selected to complete a survey. Each…
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If You Implement Social CRM – Might as Well Do It Right
We have already entered an era where customers have most of the control when it comes to conversation – thanks to social media like Facebook and Twitter. If you are going to implement social CRM – the evolved version of CRM, you might as well do it right – from day one. Yonyx enables organizations…
