All companies are trying to implement social CRM today. This is not only because it is an ongoing trend but also because it can be deployed to add value to a company.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
However, the real challenge is not in the implementation process but in maintaining consistency in experience. Social CRM can only do so much but it is still the skills and knowledge of your employees that will help enhance your chance in reaching your goals.
Here are some of our thoughts:
Social CRM allows you to customize or personalize your service. As you evaluate and develop your products and services, social CRM can be used to collect data that will allow you personalize everything according to the customers’ needs. You do this by “tuning in” to what your customers are talking about in their social media pages.
Social media allows you to make redesigns. Since people are unpredictable being because of their individual character and behavior, redesigning your customer service is important to cater to everyone’s needs. Using social media in your business operations allow this kind of flexibility.
Social media allows for efficient communication. Social media platforms are free for everyone to use. As your customers turn to social media for interaction, you can also reach them via the same channels. This allows you to communicate quickly and efficiently in real time.
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