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Three Benefits of Socializing With Customers
Social media is the topic that keeps business on the go. Jennifer Kirby gives out three areas to reflect on it by use of web 2.0. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service. The value and opportunity of using social media falls on three…
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Going the Extra Mile When Providing Excellent Customer Service
I recently witnessed some truly great customer service, and I thought I’d share the story with you. I was in a fast food restaurant, waiting on an order to be filled. A gentleman came in after me and placed an order, and the employee told him it would be about five minutes before the order…
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Valuing Social CRM as Part of Company Strategy is A Must
There is so much to be said about social CRM that sometimes it can be very confusing and overwhelming at the same time. It is not because companies don’t know what to do with it or how to proceed but because it is very broad and encompassing. Yonyx enables organizations to create multi-media flowcharts that…
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Social Accountability for Companies Indulged in CRM
You’ve probably heard it too many times: “we need more likes and followers.” You’ve probably even heard it within the very company that you are working for right now. This is especially true with the introduction of social CRM into the market. As we embrace the digital era, we are forced to face the changing…
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The Top Three Steps of Engaging With Customers
A popular brand image research question goes like “who would this brand be at a party; what would they be doing, drinking, dressed as?” Yet, building social brands consumers relate to eludes most businesses, most of which end up with fighting departments: marketing against sales, customer care again PR and so on. Yonyx enables organizations…
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Trends That Will Define The Future Of Customer Service
The society we’re living in changing at breakneck speeds. The mass consumer markets, which feed average businesses are flooded with products and new technologies than any other time in history. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service. These changes are challenging, but also bring…
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How to Deliver Customer Service Over Social Media Channels
Over the past few posts, we’ve been looking at the various avenues available to customers these days. These methods include chat programs, email and support tickets, as well as tired and true methods such as phone and face-to-face support. A relatively new method for support are social media channels such as Facebook and Twitter. So…
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How to Provide Customer Service Via Email and Support Tickets
As new technologies have appeared, so have new avenues in which to provide customer service. Just fifteen years ago, there were two primary methods for handling customer experience issues: face-to-face and over the phone. Those two methods are still in use, but now customers can utilize chat and email and support tickets to get the…
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Understanding Specific Typology of Social CRM for a Company
By definition, anything that involves human interaction is called “social.” The same would be true in social CRM – which bears the essence of two-way conversation between the company and the customer. However, in order for this to be true, you need to include channels like social media network. It would be hard to imagine…
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Can Companies Know the Difference When CRM Becomes Social?
There is a huge difference between traditional CRM and its evolved version – social CRM. In the traditional version, people – in general – don’t have control over conversations and flow of interaction. In social CRM, on the other hand, customers have an edge over companies because they can make posts (i.e. feedback and opinion)…
