We have reached the era where customers don’t like being sold to because generally they know what it feels, looks and smells and they don’t want to be part of it anymore. Today, if you want to improve customer experience you must embrace social CRM and its idea of becoming more of a peer instead of being a product-pusher. This is the time when you need to switch from the old style approach to the modern day social media.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
Since social media is for everybody and most businesses have embraced social CRM, you need to develop authenticity in the process because this is where the quality of your interaction with customers come into play, which generally improves customer experience. If you come across a very knowledgeable and updated customer, this opens the opportunity of gaining insight by looking at their personal experiences.
Social CRM allows you to connect through various channels and wasting it by using transparent pitches or canned answers will yield no good thing in return.
The idea: build relationships.
The only way you can do this is to bring forth authentic and genuine customer interaction, which is mutually beneficial for you and your customers. Social CRM allows you to have dynamic conversation and if done correctly may end up with a sale and positive customer experience.
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