The focal point of social CRM is the customer rather than the act of “selling.” The system allows you to connect and collaborate with your customers so both of you can solve issues while improving customer experience in the process, which will later build lasting relationships. Eventually, this will turn customers into loyal advocates demonstrating how successful your social CRM system is.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
So, how does a successful social CRM system help companies in building relationships and guaranteeing positive customer experience?
Social CRM build communities. Social media network is an avenue where people from all over the world converge, which businesses should take full advantage. Through this platform, customers will get fast updates on events and news. What’s more is that it allows customers to interact with one another, which is a channel for them to freely voice out their opinions.
Social CRM offer useful feedback. It doesn’t matter whether customers provide positive feedback or not. Feedbacks are always useful and even if customers comment negative things about your product or service this does not mean negative publicity. It just means that you have room for improvement and your customers just made it easier for you to pinpoint what aspect to improve.
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