Customers know how to shop in a timely manner but before they do – they usually shop around and make comments or ask questions on your social media page. If you have successfully implemented social CRM, you are able to ‘listen’ in to their conversations or monitor your social media pages effectively.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
The buying cycle of customers are easy to understand. The first phase often involves research, shopping around and asking questions. Usually, this is the phase you want to use social CRM to its full potential.
When you know what they think, their desires and wants ahead of time, you can innovate around their next buying cycle – which is the buying act itself. You know what they want so you can give them exactly what they desire.
Customers would always go for brands that have everything they wanted for in a product. They make a list of criteria such as – price, quality, design, availability, timely delivery and of course good customer support.
If you have all these criteria and you know you’ve innovated so much to cater their needs, there is a high chance that they will choose you over your competition.
This is what social CRM should be about – collecting useful and actionable insights so you can innovate around the customer’s buying cycle.
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