There are good social CRM strategies but then there are also those that are better. If you want to be one of the better companies using social CRM then you might want to implement overlooked strategies into your existing system.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Always remain “human” when interacting on social CRM. Most companies think that interactions and conversations between organizations and customers must remain superficial and professional-like. Giving out too much detail without real content is useless. People want to interact with people and if you sound like a nameless, slick spokesperson then you cannot build real and deep relationships with them.
Be consistent when it comes to social media content and brand image. Both of these must coincide one another. Customers want to talk to a “real” person but this does not mean you can veer away from the tone you’re usually using for your company. Be professional and personal at the same time when using social CRM. The tones you use on social sites should still be in-line with the brand image you are representing.
Careful monitoring of your customers and what they’re saying allows you to respond accordingly and quickly. The best way to resolve issues is to anticipate them before they’re brought to you. If you carefully monitor feeds in your social CRM, you can immediately determine issues or problems and respond to them accordingly before support tickets come pouring in.
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