Social CRM is the evolved form of customer relationship management. Apart from the fact that you add social media networks into the system, the functionality of CRM remains the same.
However, you need to understand that the way it works has already been heightened.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
If traditional CRM only allows you to collect pure data, social CRM lets you do more than that. It allows you to communicate freely with your customers and exchange information directly on-screen.
When you collect data from social CRM, a good way to use it is to feed this raw data to analytical tools. This will convert the data into useful information, which may become beneficial to your company.
Upon the conversion of data, you will be able to innovate around your products or services according to the input you have gathered. This allows you to enhance or make improvements on existing processes or business operations so that the next time the customer makes a feedback – it would be better than the previous one.
Also, through social CRM – you can open the communication lines to receive actionable insights or information so the customers will feel that you are collaborating with them. This is actually plus points for your company.
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