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.
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