What You Can Learn About the Customer Experience Through Social Media

by | Jan 29, 2014 | CRM, Customer Self Service, Customer Support, Knowledgebase, Troubleshooting

Your company shouldn’t be doing all of the talking on social media sites. Too many businesses only focus on their brand or products when engaging customers on social media. Instead of using social CRM to promote your brand, consider what you learn about the customer experience when you take a moment to listen.

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

General Chatter

Pay attention to what your customers are talking about. Don’t guess the next trend, know about the next trend by gleaning information from general chatter on social media sites. Monitoring social media channels will better enable you to make positive changes to the customer experience.

Customer Complaints

Inevitably, your business will receive a complaint about a customer experience, from troubleshooting issues to product problems. Not only do you have the opportunity to address the issue through social media, you can also understand what needs to change in order to better the customer experience.

Size Up the Competition

Learn what you can about your competitors by tracking their social CRM campaigns. Listen to their customers to understand why a person might prefer a customer experience with the other company instead of yours. Gain an edge over the competition after you create a better customer experience with information you discovered on social media channels.

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