The Dos and Don’ts of Social CRM From a Customer Support Analyst

Social media proves to be a great platform for marketing and relationship building with the customers. As a result, businesses should include social media as a part of their customer relationship management strategy.

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

Social CRM is a creative customer support system that helps company quickly respond to customers’ concerns and enhance the quality of customer experience. It enables businesses to understand customers’ needs and measure their satisfaction.

If you are unsure of how to approach social CRM, consider consulting a customer support analyst. With or without the help of an expert, consider the following dos and don’ts as you enter the world of social CRM.

DOs

  • Write down the goals of your social CRM strategy and design the plan accordingly.

  • Respond to enquiries and complaints with promptness, to deliver quality customer experience every time.

  • Check your social media timelines frequently throughout the day.

  • Post updates, current events and troubleshooting information regularly.

  • Integrate and the processes of social CRM and your troubleshooting helpdesk for better customer service.

  • Host contests to increase customer participation.

 

DON’Ts

  • Avoid being argumentative with agitated customers.

  • Never ignore a customer’s complaints, no matter how unreasonable they sound. Courtesy and politeness are key attributes of creative customer support.

  • Don’t underestimate the impact and fail to allocate adequate resources toward social CRM.

  • Never treat customers any differently than you would in person.

 

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