Using Social Media for Social CRM

The rise of social media as a force to reckon with is something marketers can’t just wish away. This is because a conversation is happening among your customers. They’re probably talking about what they currently like, what they hate and what they’d love to see. Why would any business in its rightful senses miss out in shaping such a discussion? Truth is, while most businesses want a piece of the social media cake, most don’t know how to make it work for their customer experiences.

The first thing a business needs to know before using social media to run a social CRM department is the platform to use. There are numerous social media websites out there. A company or business must identify where their customers are to be part of the conversation.

Once a business has selected a platform to use for social CRM in social media, the next step is to create appropriate content to use on the chosen platform. Here, the social CRM content has to be honest, respectful and trustworthy.

The other thing each organization needs to keep in mind is how to make a customer care about what they’re telling them on social media, and based on their product(s) or service (s).

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

As such, we make use of social media for CRM easier.

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