There is nothing more valuable than using social CRM and getting exactly what you expect. But, you should know how powerful social media really is. Once you understand the basics, you are now ready to use social media to its full potential.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Here are some best practices in social CRM that you can follow:
Monitor your customers’ conversations. It is not necessary for customers to interact with you before you will know what they want or need. Sometimes, when they have “innocent talk” with other customers, some general issues would begin surfacing such as those related to company processes, customer services and the quality of your products.
Prioritize and deal with social media inquiries or complaints. There are other times when these conversations get directed at you. The general issues become specific and they would pose their question or complaint publicly on the company page.
If you don’t prioritize and deal with them in an efficient manner, they will automatically label you.
Provide a comprehensive knowledgebase in addition to social CRM. When customers are equipped with information, they can share best practices, knowledge and other tips to other customers.
There is no need for all of them to interact directly with you.
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