Because of social media networks, information quickly travels the internet and customers pick up a lot while they do their own research. In line with this, they expect fast, relevant and accurate response if they post some issues or concerns relative to your product or service. The reason why businesses fail in this aspect is because they only spread too thinly across various social media channels.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
If you want to start becoming successful in implementing social CRM, you must consider the following key practices especially when managing your relationship with customers:
Discern: Implementing social CRM is not a tactical response to the current trend but a strategic decision so discerning and making informed decisions are very important before you actually implement it.
Test, Refine and Continue Developing: In social CRM, you will do public interaction with customers thus this requires accurate responses. You cannot afford to commit mistakes because this is quite costly.
Offer Transparency: Many customers allow honest mistakes because they will appreciate this more than telling them you’ll take care of things yet you cannot deliver. If your company is currently facing technical problems, you only need to say it and they’ll understand right away otherwise you will be making bad publicity for your company.
Develop Specific Tone Representing Your Organization: Make sure that you develop policies and regulations with regards to your responses. It must be one that will represent your company. Your company must have oneness of voice so you will not create confusion among customers.
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