Social CRM software gives companies a number of options when it comes to interacting with their customers. This software also helps a company track the trends in the market pertaining to online interactions with customers or between customers. With regular methods of engaging with potential customers on the decline, it is imperative for companies to keep their focus firmly on social CRM and its benefits.
Even compared to five years ago, the landscape has changed drastically for interacting with customers. Previously, companies could rely on TV adverts and email customer service to get their message across and help customers with issues. However, people do not watch TV ads with the same frequency anymore – most of them use DVRs to skip these ads. In addition, many customers prefer to interact with companies on social media, not through their official websites. A company without a legitimate social media profile, which gets regular updates, will struggle to convince customers of their authenticity.
Most of the conversations regarding companies, products, sales and service are taking place online. Social media has taken over communication for this generation, and companies need to keep pace. By looking into social media trends relative to their products, companies can create better ad campaigns to target their ideal consumer market. But newer social ecommerce CRM software helps make all of this easier through automation, tracking and other software features. By learning the benefits, you can harness the power of this software for your business.
Specifics of Social CRM
When companies have access to complete social CRM programs, they are able to access information pertaining to their customers throughout the organization. This means that sales and customer relations data is not limited to one group of people in the company. This transparency and open flow of information helps put everyone in the company on the same page. It also increases the likelihood of company members having genuine conversations with customers about products, services and relevant concerns.
Companies need to change up their way of doing things if they want to appeal to consumers in the modern age. These interactions cannot be limited to just one or two people in the company. Yes, companies usually have a few dedicated social media managers, but everyone in the company must be tuned into the data coming out of those exchanges.
The biggest benefit of social CRM is the personal connection it allows companies to make with their customers. No longer are interactions limited to impersonal emails that someone answers two days after the question is posed. Customers now expect and receive immediate responses. For example, if a mobile company’s network is out in one city, their social media accounts can help alleviate the concerns of customers who are tweeting them or posting on their Facebook page.
Boost a Company’s Connectivity
Social CRM is about a lot more than just communicating better with customers. It also helps companies keep their inter-departmental communications in sync. So many major companies use various online sources to communicate with each other and with their customers. Typically, these online communications exist in different platforms with no ability to access all the data from a relevant source. With social CRM software, this becomes very possible. Social CRM integrates all of these online communication sources into one component that everyone in the company can access.
This becomes especially relevant when tracking how a company is handling their social media communication. For example, a social media manager sends out a Twitter private message to a customer helping them figure out a problem with one of the company’s products. If this piece of communication is separate from the others, no one relevant in the company will see the interaction or how the customer behaved afterwards. With social CRM, every piece of online data gains relevancy to help a company track trends and improve their current services.
Increasing connectivity has tangible benefits when dealing with customers. A company that is active on social media across multiple platforms appeals to the widest possible audience. This not only helps them communicate with customers, but it also increases talk between customers. People on the Facebook page will advise each other about the company’s products and its advantages over competitors.