Identifying Your Customer Using Social CRM

As a business owner, do you know who your customer is using social CRM? When using social CRM, it is important that you know who you are dealing with.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

What are the characteristics of a social customer?

Social customers deal with information in a different manner. These are the types of people who knows how to use Twitter and Facebook when looking for breaking news or updates with regards to the service or products they want or are currently availing. Therefore, this is a great way to ensure that your social CRM works.

Social customers do their research in various social media channels. These individuals trust their social media communities to provide information about products or brands and provide feedback through their trusted channels. You should use social CRM this way – provide information without overly advertising about it.

Social customers are relatively tech savvy. Many customers today will not tolerate spam notifications in their network but are willing to check out relevant information especially when at a glance it gives an impression that it can give them what they need.

Social customers expects you to be dynamic and interactive. This is where the importance of social CRM comes in because it allows you to keep in touch with them and willing to reach out or listen to their opinions no matter positive or negative.

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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