When your company has a goal of globalization, social CRM becomes an integral part of customer support. Every business invests a lot in their marketing strategy locally with a goal for expansion. This becomes an ongoing investment and to protect it your reputation must be spic and span clean. A certain budget must therefore goes to monitoring what happens within your industry. This is where social CRM comes in, which functions not only to know what your customers are saying but also as a means to deal with their complaints by offering active customer support.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Social media CRM is goes two ways – always busy and available 24/7. This is a great means of offering customer support to customers who are not within your local time zone. You can answer their inquiries and concerns or keep track of their conversations online. This allows you to become active participants in your customer’s lives.
Customer support through social CRM is simple but not that easy because one little mistake could be a big detriment to your company. You’re going global and “public” in every sense of the term, which means you also need to be careful how to handle picky and difficult customers “publicly” without putting you in a compromising situation.
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