Social Interactions through Social CRM Explained

by | Aug 15, 2013 | CRM

If you interact with customers, is it automatically a type of social interaction? There are various degrees of interactions associated with social CRM.

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

In social CRM, what are the levels of interaction from a customer’s perspective?

1. Customers voice out their opinion or feedback but doesn’t require any response from you. This is a classic monologue that customers do. They say what they want to say but they need your action – not a response.

2. Customers needed your acknowledgement not necessarily your response. These customers are just venting their disappointment and frustrations that they just want you to recognize it. Your response may or may not be necessary but they would gladly accept it.

3. Customers are the one doing the talking. When customers want to “talk” with you, they just want to talk and you would listen.

4. Customers ask for information until they get satisfied. From a customer’s perspective, this might look like a normal thing they do but in social CRM this is actually “social pressure.”

5. Customers talk to you and let’s others join the conversation. For businesses, this is called customer’s objectivity. They do this to push their opinions or views forward.

6. Customers who are like-minded tend to gather in one community. When customers talk to you and they’re in one community, this is like icing on a cake. You have to delve deeper into this community in order to get the taste of what the community is, which is important in social CRM.

[button_box header=”” buttontext=”Sign Up for 30-day Free Trial” link=”https://corp.yonyx.com/sign-up”][/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 https://customer.yonyx.com/. 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!