Companies have been keeping an eye on social media since its introduction because people from all over the world have started using it whether for personal purposes or otherwise. More than 60% of the general population (who are also consumers) utilize social networking sites. This is the reason why the makeover of traditional CRM happened – hence the term social CRM.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Consumers all across the globe talk 24/7 about the services of companies and provide feedback about brands in one place – social media networking platforms such as Twitter and Facebook. More than this, they also point out companies with bad customer service, impolite reps and shameless attempts in manipulating customers. Yes – customers nowadays have become well-informed and if you do not keep up you’re going to be left behind.
This is the power of social CRM – the ability to see what customers think and feel about you and your products or services. These are the things that you should pay attention to because it can make or break your company. You must designate the right persons who can handle social media and they must have attention to details.
Social CRM has given an entirely new dimension to the term “customer relationship management” because consumers have harnessed the power of the Internet to voice out their opinions.
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