Social CRM isn’t just about dynamic interaction with people to provide better customer experience. Among the factors that can improve customer experience, accountability is probably the toughest. It has always been easier to offer or promise things using social media but it takes too much effort to deliver them and follow through the offer right until the end. However, you need to do it not only because it is good for business but because you’re dealing with “customers” – people who depend on you for something may it be a product or service.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
A successful business always practice accountability in every aspect including social CRM. By definition, accountability is simply the way businesses deliver what they say they’d deliver. It generally means two things:
- Make sure you can deliver something before you say it
- Admit and accept the responsibility that you can’t deliver what you said
Customers want fast answers but more importantly they want accurate and truthful information. Don’t be afraid to admit that you don’t know the answer – it is always better than guessing what the right answer is.
Accountability is developing processes, which your business can use beyond social CRM. The team you assigned for social media is not enough because at some point there will always be a need for real-life solutions. Social CRM exists not just to provide customer service but it is vital to keep communications line open whether between company and customers or between departments.
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