Knowing What Customers Say through Social CRM

by | Nov 18, 2013 | CRM

The use of social media is alarming especially for businesses that have not yet discovered how these free platforms can do for their business. If this sounds like you, it is time that you should use start using social CRM. Social CRM lets you to monitor what customers say about you on a global level.

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

You may know what people say about your brand within your home base but things might just be a little different for people across the globe. If people halfway across the world negatively perceive your brand and posts an update about it, this could be detrimental to you and your company especially when it goes viral. You can kiss your goal of globalization goodbye when this happens. Gone would be the opportunities that allow you to tap to potential customers located other parts of the world.

Through social CRM, you can have the power to deal or respond to customer complaints by monitoring what they say about you. If they post a complaint or a negative experience with your company, you can immediately answer them and offer a way to make it up to them. Ignoring their comments, on the other hand, can have a negative impact that you simply just don’t care about them.

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