Social customers appreciate personalized interaction more than anything. This is the reason why social media was integrated into CRM or customer relationship management. The progressively rising trend of social media networks has put companies on the edge. There is nothing scarier than the fact that customers can post comments that can possibly break the reputation you’ve protected for so long.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Social CRM can help – you just have to know how to implement it correctly. When social media is integrated into your existing CRM system, you can actively monitoring things said about you through your own social media pages. However, the data that you can collect is raw so you should feed it into analytical tools for possible interpretations. Most of the time, the initial phase would be monitoring but in rare cases its data collection.
Nonetheless, it is important to emphasize that monitoring and data collection need not be separated. The two things must be done together if you want to have successful implementation of social CRM. Monitoring is equally important as data collection. In fact, data collection would be nearly impossible without effective and active monitoring. Once this is done, you can feed the data to the proper tool for analysis. This is the only way you can make sure that the data you collect are indeed useful to the organization.
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