Using Social CRM to Improve Customer Experience

How can you optimize customer service through social CRM? Optimizing customer’s experience is achieved through the company’s efforts to measure performance across all aspects of business including – conversion rate, revenue per agent and contact, cost per contact on a per channel basis, lifetime value of customers and even the initial contact resolution.



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

By collecting several measurements at once can help companies minimize both operational and training costs without compromising the quality of service you provide for your customers across several departments and channels.

Therefore, all departments and staff you have must be able to use your CRM system as quickly and as efficiently as possible. The solution? Social Customer Relationship Management system.

Improving Social Media Management

You should keep track of your staff’s interaction with customers and provide training for your employees that enables them to offer value-driven service. The management of this system must remain constant and on-going because this is where you can get useful data to improve the efficiency of your customer service.

By monitoring customer interactions, you will know their interests and preferences, which when used properly, can greatly improve how receptive they are of the services or products you provide. The information you should get from and conveyed to customers must be streamlined so both customers and your staff are updated on the current trends. And, this is just part of the beauty of CRM.

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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