Just because you know you need to implement social CRM into your creative customer support plan, doesn’t mean you know HOW to run an effective social CRM campaign. Be aware of the 5 signs listed below that it’s time to turn your social CRM campaign over to a customer support analyst to reach your desired results.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
1. You are overwhelmed with customer complaints.
Customers will always find something to complain about, but you need to address every single one through social CRM. If you are not handling complaints appropriately, call in the experts.
2. You are unsure how to integrate social CRM with your CRM system in place.
The power of social CRM lies in its customer relationship management abilities. Failing to put the CRM in social CRM means your just launching a social media campaign without robust CRM.
3. You are posting sporadically with no real purpose.
Look at the time in between each of your posts. If it’s a number of days and you randomly throw up promotional status updates, consider a new social CRM strategy.
4. You are unable to respond to comments in a timely manner.
Customers expect response time to be almost immediate when communicating through social media. If that’s not the case, discuss how you can respond more quickly with a customer support analyst.
5. You are out of the loop with new social media technology.
New social media tools are being unveiled nearly almost every day. If you don’t have time to stay on top of the new trends, hire someone who will.
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