Important Components of Social CRM Companies Must Know About

Companies today are now looking at social interactions in a different perspective. They are using social media networks to “get closer” to their customers and to establish mutually beneficial relationship with them through social CRM. Getting to know customers should be a major priority for each brand. Social CRM becomes a channel where everyone converge and understand each other on a much deeper level.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.

What are the important components of Social CRM that companies must know?

  • Time
  • Acknowledgement
  • Information
  • Endorsement

These components are not seen in the company’s perspective but that of the customers. These are tangible values that customers often see as important whenever they deal with companies. The existence of social media has made it more convenient and easier but risky, as well.

Why risky?

Social media is streamlined throughout – live and interactive. It means people can talk about you in real time. Unlike in interactive decision tree, customers can just follow directions in resolving issues. Social CRM – on the other hand – will require you to pay attention and acknowledge the issues directed at you because they are made publicly in front of millions of social media users.

To ignore the issues and to refuse to deliver the answers right away are two of the most deadly mistakes for social CRM.

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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.

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