It is vital that businesses understand how social CRM works so they can fully implement an efficient and effective system. This is not about defining what social CRM is about but delving into its details with regards to how the process actually looks like.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Information flow is undeniably an essential part of the process and it usually goes this way –
- Customers offer objective criticisms through various channels whether online or offline.
- If a customer chose an online channel, the information is monitored and tracked by management software that is integrated in the social CRM system so customers gain access to useful information. If the customer chose an offline method, the information is fed directly to the CRM system. Both methods will determine the customer experience – whether positive or negative.
- There will be an automatic collection and analysis of data by the appropriate department in your business, which is also a critical process.
- If the right department receives the information, a decision about what and how to respond is crafted that could either be public or private or a combination of both. Social CRM is classified under public response.
- The response generated by the right department will be evaluated whether it follows the norm of the business.
- Once the response has been approved, it will go into the social CRM system so the final process of dealing with information is completed.
All of these things are important not only to the business but also to customers.
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