Social media networks are just one of the ways that customers communicate with each other or with companies. Apart from this, it also opens a new window by which they learn more about your product, services and your company. Before you embrace the evolution of CRM into social CRM, you must remember that it requires constant management efforts from you and your team.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
The overall customer experience through social CRM can be improved provided that you take into considerations the data you have collected from customers in real-time. Social CRM is not the new customer relationship management strategy – rather it is an evolved structure.
As you know, the negative experiences of customers often lie in long response times. Even though it is not entirely the company’s fault, disconnected calls and having to repeat the same information regarding their problems as they try to get their problems resolved. Other negative experiences also include:
- Rude agents
- Poor response system
- Lack in solutions
On the other hand, customers claim to have improved experience when representatives are experts, socially capable, provide accurate solutions quickly and allow collaboration or contributory opinion regarding the problem.
Social CRM is one of the most feasible strategy in order to give customers what they want. In return, they will give you positive feedback, which will further enhance your reputation.
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