Establishing Authority in Social CRM

Just because you’re the business owner, you will immediately claim to know everything and customers have little idea what your service or product is all about. This is not the case in today’s world anymore especially with social CRM. Most, if not all, customers know how to do their own research, which will affect the overall customer experience with you.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

Thinking that they know little about your business does not apply here anymore. Before the advent of the internet and social CRM, you are the sole provider of information and customers are usually the recipient but this era has long been gone. The existence of the Internet has made it possible for customers to research a product or service online. You have to embrace the fact that you don’t have authority over basic information any longer.

However, you can still establish your authority by becoming an ‘expert’ in your given field and this means working hard to attain it. Customers can research as much as they want but you still have the upper hand of gaining a high level of expertise.

How do you gain a high level of expertise?

  • Analyzing all the existing methods in your business
  • Take advantage of the community through the use of social CRM

Paying attention to social CRM can greatly improve customer experience. You gain insight from your customers, which allows you to know more about your business through their perspective provided that you pay attention to all details.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree