3 Ways Social CRM Helps Your Business Improve the Customer Experience

by | Jan 16, 2014 | CRM, Customer Support

Your business should always be looking for ways to improve the customer experience and increase customer loyalty. Social CRM is one of the most direct ways to connect with customers and intelligently work toward a solution to any troubleshooting issues. 

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

1. Know what problems your customers are facing.

Monitoring the major social media sites will let you know what to expect from your customers. By gleaning through Twitter, Facebook and more, you can gain valuable insights about what problems customers will likely need a helpdesk to resolve.

2. Customer issues are resolved immediately.

When customers are troubleshooting a problem, they want answers right away and often look to social media sites for the answers. Social CRM connects customers with the information necessary and enables communication with a representative at any point while following the decision tree.

3. Collaboration is much easier for customer service representatives.

Instead of having a number of representatives trying to figure out what’s going on with a particular customer, social CRM streamlines the process so that all employees are on the same page and have access to up to date information. Collaboration is important to provide high quality customer service and social CRM makes that possible.

 

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Improve Customer Service using Decision Trees

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