Social CRM Misconceptions Demystified

by | Aug 30, 2013 | CRM

The rise and use of social media in customer relations has caused massive confusions, including what social CRM is for many people.  These misconceptions have made it hard for companies to fully implement what works in the market place. If they don’t understand it, how can they apply it? This article demystifies what social CRM is not.

Contrary to what many people think, social CRM is not only about buzz listening or buzz creating because of  its social media angle. It’s the use of technology to create a conversation with the customers. Unlike social media use (a totally different strategy), social CRM is all about the customers. While social CRM uses social sites to build a community or trigger conversations with customers, its uniqueness is that, it’s all about customers – creating meaningful conversations to improve customer experience.

The other popular misconception is that, social CRM is about engagement with customers. Whilst this happens, the intention for social CRM is to make customer experiences better from what they’re saying.

As you can see, there is a huge difference between social media and social CRM. While the latter is dwells on improving customer experience, the other is more or less about engagement and community building.

At Yonyx, we help you achieve this effectively and for less.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

[button_box header=”” buttontext=”Sign Up for 30-day Free Trial” link=””][/button_box]

Improve Customer Service using Decision Trees

Related Posts
Lines of Business in Yonyx

Lines of Business in Yonyx

A Yonyx Customer is assigned a distinct subdomain, such as Every decision tree created by any Author has a URL that begins with this specific subdomain. Each customer subdomain can have multiple lines of business (LOBs)...

read more

Search across a Decision Tree

Authors create decision trees for self service, cold calling scripts for sales teams, or for call center automation using the Yonyx platform. As the trees get more complex, authors want to be able to search across a decision tree. Growing need for...

read more

Adding Yes No Buttons to a Yonyx Decision Tree

Yonyx helps automate call center tasks by streamlining business processes through interactive decision tree solutions. Subject matter experts use Yonyx Platform to create decision trees. Yes No Buttons, help agents choose the correct pathway for...

read more

Sign up for a free trial today!