Social CRM is an incredibly powerful tool that helps businesses provide creative customer support and improve the customer experience. To do so, however, social CRM must be carried out with the best practices. Otherwise, you won’t see the results you were hoping to get out of social CRM.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Don’t start social CRM without planning.
Too many businesses jump in before they understand what their goals are and how they hope to achieve them. When you fail to plan with social CRM, you plan to fail. Instead, know what your goals are before you begin and start off with just one or two social media sites.
Don’t make your posts overly promotional.
Imagine yourself sitting in front of your computer reviewing your news feed on Facebook. Do you want to continually read promotional posts from companies you support? Chances are you don’t and neither do your clients.
Don’t forget about the CRM part of social CRM.
Many businesses get excited about their new social media presence and begin immediately with posts and responding to comments. The only problem is that they fail to truly utilize the customer relationship management power of social CRM.
Integrate your social media campaigns with CRM to actualize social CRM. If you are lost in the technical details, consult with a customer support analyst for guidance.
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