The good news is that more and more businesses of all sizes recognizes the benefits of social CRM and are implementing campaigns. The bad news is that many businesses are unaware of a few key points necessary to get the most out of their social CRM campaign.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Here are the main 3 things every business should know about social CRM:
1. Know What You Want Out Of It
Before you even begin social CRM, determine what your goals are. Do you want to provide creative customer support through a troubleshooting helpdesk? Are you hoping to increase revenue and convert leads? All planning comes down to what you want to get out of social CRM.
2. Start Off with 1 or 2 Platforms
Don’t bite off more than you can chew. Many businesses make the mistake of becoming overwhelmed by the social media opportunities available. Start your social CRM with only one or two platforms that make the most sense for your business and consider consulting with a customer support analyst if it becomes too much.
4. The 80-20 Rule
Many businesses simply post promotional material over and over again that customers get tired of reading. In general, 80% of your posts should be informational and 20% can be promotional. When you are posting promotions, make sure they are relevant to your customers and offer attractive discounts to keep users engaged.
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