How to make social CRM work for customer experience

Customer experience is an aspect that businesses are keen to look at as one way of staying competitive. Different channels have been established to ensure customer experience is perfect.

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

From the many complaints and problems addressed by customers, social CRM channel has been adapted by many. Here is how you too can make your social CRM work for your customer experience.

Social networks have gained much audience from millions of people. Out of the millions your potential customer will not miss to tweet about a product or service he/she was happy with. If unhappy, he will definitely air out his views. Through your CRM tools, you can mine customer data available on social networks to isolate customer needs and wants expressed by them. With your social CRM you can actually provide the right answers thereby exact product and service.

The feedback gathered by your CRM strategy should help you know what your customers need and what you will provide in future. The social CRM will help you identify customer’s needs and provide tangible solutions. If a solution has been observed, your customer experience has never been better.

The social CRM contains customers supporting information which is accurate .With this information easily accessible to your customer experience team, providing solutions becomes easier. This is due to the fact that they have an idea of who they are dealing with and find appropriate solution for each. Your customer experience has just been boosted.

Social CRM is best served through an optimized self service environment. Lets help you manage your social CRM needs through useful Yonices.

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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