Many business owners are skeptic about the use of social CRM as part of their customer support. However, whether these entrepreneurs like it or not, social CRM is now increasingly being used as customer support because of several benefits it can give.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
What are these benefits?
- Fast response: Social CRM allow your support staff to cater to the needs of customers faster than the traditional customer support does. In fact, you can reply to the people’s concerns immediately after they posted an inquiry or complaint on any of the social media platforms the customers have chosen.
- 24/7 availability: Because social media never go off business hours, customer support can go 24/7 as well. Customers who use social media primarily for feedbacks, complaints and inquiries after business hours can always post whatever they like even at wee hours. You wouldn’t want to miss that so you might want to be there for them no matter when.
- Keep tabs with customers anytime, anywhere: You can have a two-way conversation with your customers through social CRM. It is similar to talking – only you are doing it publicly so you might want to be cautious what you say and your tone of conversation.
Many business owners think they would be losing control over their business if they integrate social CRM with customer support. However, you are only giving a portion of control over to your customers and they will appreciate you for it.
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