Social CRM | The Leveling Up of Customer-Company Communication

by | Jan 29, 2014 | CRM, Customer Support

Social CRM has been in the spotlight ever since social media platforms were introduced in the industry. Through it, the two-way communication between customers and the company has been made possible.

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

The integration of social media platforms into your CRM system has leveled up the communication lines. Companies are now able to interact freely with customers – answering directed questions, resolving complaints and addressing many customer-related issues.

Why social media? Social media platforms like Facebook and Twitter – the two leading giants in the industry – have empowered customers not only in letting the world know what they think but also in making direct comments at the brands they like or advocate.

However, customers can also make negative comments or criticism about you, which can make or break your company depending on your reaction. The most important thing is to implement it efficiently and manage your social media networks wisely so that you can make the most of this evolved customer relationship management.

The power of social CRM is encompassing. In fact, it allows more than just communication. Without proper implementation and management, your company can suffer.

For instance, if a customer posts a negative feedback on your page about a certain product and you don’t address it properly and in a timely manner, this leaves a stain on your reputation.

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