Social CRM – The Company’s Response to Social Customers

When you’re running a business, customer support is about focusing on what customers want and need. There is no exception to this rule and social CRM is your response to the increasingly social customers.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.

In order to cope up with the changing times, you have to adopt becoming social since your customers are already using social media networks as their primary platform of conversation. It is important that since you’re going to do it you should start it right – from a company’s perspective. Your customers mainly control the conversation and social CRM should be tailored to support this system.

From a business perspective, what are the things you should look into about social CRM?

  • The operations your business perform alongside customers
  • The rules and policies that you follow not only on customer support but the entire company
  • Determine the best channels (in this case the social media platform) you should use for social CRM in congruence with your customers
  • The target audience to whom you are going to implement the new system on

It is alright to have more questions than answers especially when you’ve embraced social CRM for the first time. You shall have the answers along the way but it is more important that you do it one step at a time – and correctly implement each.

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Develop interactive decision trees for troubleshooting, cold calling scripts, medical appointments, or process automation. Enhance sales performance and customer retention across your call centers. Lower costs with customer self-service.

Interactive Decision Tree