The traditional CRM function is composed of three most basic business operations including – customer support, sales and marketing. If you look closely at these three operations, these are the areas that allow the company to interact or “converse” with the customer. The CRM is the tool you use in order to deal with this kind of interaction.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
The traditional CRM covers all three operations but in different levels and depth. Each of the operation may have several modules over the other – for instance the coverage of marketing may be wider than the sales or vice versa. The modules could support several channels as well such as telephone or email that could be used for customer support. In addition, it could leverage basic components within each channel so all of them would work efficiently and seamlessly.
Social CRM can be implemented as the additional channel that can provide reinforcement on the existing functions. For instance, your company can use Twitter for technical support, take community support to widen your marketing function and implement social media networks to have further reach in sales and communications. All of these operations don’t deviate much from its original function but the channels can be used as an extension. This is actually what social CRM providers offer as solutions to companies that are in need.
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