Social CRM

In the world of social media and internet advancement, a company-wide community policy that steps into a social strategy to meet the business goals is a must. The channel shift happening from traditional customer relationship management (CRM) methods to the more communication intensive outreach. Social CRM is driving every organization to take a step in this direction. The social presence is not only necessary to provide support to the customers but it is referred to as the medium of customer engagement that increases the customer relationship intensity.

Social CRM is a medium to engage the customer in an interactive conversation with the use of technology platform to support business processes & commitments. The integration of social media with customer relationship management to establish a closer connection is the essence of social CRM. It aims to provide a beneficial value to the company & customer in a trusted and transparent business environment. This opens new doors of opportunities for the customer to reach the company & take the ownership to initiate a conversation for partnership. Social CRM is a collaborative approach to the augmentation of social networks that adds value to existing CRM methods creating a win-win situation.

Increasingly, people are turning to various social platforms like Facebook and Twitter to find information, to ask questions, to share their stories & have a word with the company to express their views. Bearing in mind this scenario it is inevitable to be present for your existing customers & the potential ones across these channels & get the most out of it. Social media has enormous potential for a rich CRM experience, which must be utilised by the companies to monitor their market value and have a two-way dialogue with the customers. This real-time, interactive and dynamic communication of the company with the customer will instigate a level of trust as it will make them feel that they are being heard & getting a quick response.

Monitoring the issues on social media and customer interactions give a better & early idea to the company to work on the problems using social strategy. Customer social profiles give a loaded repository of consumer behaviour that gets you an idea of trends in your current customer base and plan the future campaigns with the correct target audience. Increase in the customer retention ratio with positive influence by your conversations with the people who are active in social environments. The company can considerably reduce the number of calls coming in with social channels being layered properly into the business processes. Customer feedback and preferences can considerably enhance CRM via social media tools.

Take the digital route with a comprehensive contact centre that helps you track the customer mentions & action the response, assign the tasks & give a prompt outcome. iTouchVision has been providing a powerful tool for automation to monitor the social channels and develop an impression with a well-developed step-by-step line of action.