There is every reason to believe that CRM evolved into becoming social because of the digital era. As a result, it is not only used as a tool but also as a strategy. Many companies that failed to keep up with the ongoing technological trend ultimately failed despite their marketing and sales effort. Social CRM allowed a more convenient way of managing relationships and interaction with customers.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
The interaction becomes two-way.
With social CRM, every interaction becomes two-way where both the company and customers converse – one listens, the other speaks and vice versa scenario. This way, you will be able to get faster feedback from them.
The conversation is faster and timely.
With the presence of social media, any conversation between the company and customer is faster and more convenient. If a customer makes a direct complaint or feedback, the company can respond to it quickly. The time delay would be a lot lesser than the traditional CRM.
Social CRM allows a more interactive experience both for the company and the customers. If customers seek information and knowledge, you can easily send your message across by using the appropriate channel – for instance using Twitter and Facebook. You just have to bear in mind that no matter where your customers are, there you’ll be.
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