Social CRM is just the evolution of the traditional customer relationship management. The customers are its primary focus and priority. A successful company is backed up by a solid customer base, which you can build through the implementation of efficient social CRM.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Whether you use automated support by way of interactive decision tree or using social CRM for customer support channel, it is essential that you give rewards to loyal customers especially when they remain engaged and interactive on social media. Rewards could be discounts or goodies for their positive feedbacks or recently made purchase.
Make full use of list and group features on social media networks like Facebook and Twitter. The list and group features make the management easy and convenient because then you could group them into: existing customers, prospects, customers who gave you positive feedback or social media influencers.
Collaborate with your customers, which means the conversation should be two-way. Listen to them as you expect them to listen to you. Resolve issues “with” them so that the relationship is built based on trust and loyalty – not just on the monetary gain you will receive.
Finally, deliver timely response to their queries, issues or problems through social CRM. While it is important that you think about the response you’re going to give them, it is equally important to make sure you’re delivering it in a timely manner.
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