Improving Customer Experience through Social CRM

If you’re one of the businesses that embraced social CRM, what are the methods you can use to improve customer experience?

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

Demonstrate positive attitude. When implementing social CRM, the most important factor to improve positive customer experience is positive attitude. Even though customers cannot see you, this does not mean they cannot “feel” whether you’re eager to solve their problems or just plain bored.

Maintain active participation. Social CRM is always dynamic because social media channels are places where people converge. If they have issues, frustrations and genuine concerns, maintain active participation by verifying and clarifying the information you got from them before you start crafting solutions.

Stay focused. Customers rarely at their best behavior and mood when something is bothering them. Don’t get too affected and stay focused not on their behavior but on their concerns so you can easily resolve their issues.

Always practice honesty and clarity in communicating. Nothing is more frustrating than making promises yet cannot deliver what was said. If the company has caused the inconvenience, be prepared to admit it and offer to try out solutions with them, which is often a collaborative approach that is often done in social CRM.

Finally, make sure to acknowledge the frustrations of your customer. Since social CRM allows for dynamic approach, always engage your customers into pitching in what they think is the problem.

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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