Social CRM | Interactive Conversation with Your Customers

Social media like Facebook and Twitter – the leading social media networks, actually – allow their users to post personal updates and make comments or feedback on the pages that they like.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

If you happen to be their favorite brand, one of two things will happen – they praise you or they’ll make excessive negative comments that make you look like you don’t belong in the industry. That’s an exaggeration – but for customers who have biased beliefs, nothing is exaggerated.

Social CRM allows you to make an interactive two-way conversation. It gives you a way to converse freely with your customers and address any issue they may have as they arise. Since social CRM is streamlined and “live”, customers expect you to respond accordingly with lesser waiting time.

Nobody likes to wait, after all – and successful implementation of social CRM will allow you to use it as the primary process that pumps energy to the rest of the company. It can become your customer support because of the way it helps you become interactive in providing information or troubleshooting tips.

In addition, the interactive communication lets you get “personal” with your customers because it allows you to know their wants and needs. Implement the system successfully and you’ll be amazed at how grateful the customers are to you.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree