A Guide to Using Social CRM for Telecom Customer Relations

Social CRM is a powerful tool that offers companies the ability to connect with customers in a way like never before. Maintaining telecom customer relations in particular is greatly helped by the incorporation of social CRM into your customer support plan.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

While customers do prefer to contact businesses through a variety of methods to handle a number of different issues, the rise of social media as a preferred channel cannot be ignored. Though many businesses maintain a social media profile, few actually harness the power of social CRM for telecom customer relations.

Here are a few tips to get you started with social CRM and improve telecom customer relations:

  • Know who your clients are on social media who are most likely to influence other users.
  • Provide rewards to customers who exhibit loyalty to your brand.
  • Segment customers using list and group features.
  • Create conversations with your customers, don’t talk at them.
  • Respond to customers as soon as possible, especially customer complaints.
  • Keep all comments, updates and postings positive.
  • Ensure that your social CRM campaign is in line with your company values and image.
  • Pay attention to what your customers are saying about your company and others.
  • Completely ignore all trolls looking to get a rise out of you.
  • Make your contact information clear if customers want to discuss things outside of social media.

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Develop interactive decision trees for troubleshooting, cold calling scripts, medical appointments, or process automation. Enhance sales performance and customer retention across your call centers. Lower costs with customer self-service.

Interactive Decision Tree