Social CRM(Customer Relationship Management) can be defined as the integration of social media channels into customer relationship management software. CRM platforms of today support social media along with traditional channels and customers will be able to interact with businesses via their preferred channels. Better customer service and greater marketing insight gathered from customer social media data are the primary advantages of social CRM. The biggest advantage of social CRM is that it makes possible for a business to communicate with customers using their favourite channel including phone, text, email, chat, Facebook or Twitter. Business organizations can gather rich insight about customer sentiment on their company, their brand and specific products or services using social customer relationship management.
Optimizing Multichannel Customer Experience
Social Customer Relationship Management of the contemporary age is marked by sightline of technology innovation. Social CRM has brought ping of change into the global customer relationship management industry. An ideal social customer relationship management system disseminates information across different teams including customer service, marketing and sales. Business organizations looking to optimize service levels and the multichannel customer experience are the key beneficiaries of social CRM. Businesses can get the basics of customer service by responding in the way which suits the customer best using social CRM.
Effective management of interaction is the unique selling proposition of social customer relationship management. Businesses can act quickly, respond better and anticipate the upcoming needs of customers with the advent of social CRM. Its splendid feature is that companies can deliver faster and complete resolutions to customer care services from across the whole business by enabling businesses to track social interactions with customers. Businesses make customer engagement a two way street with the help of social CRM and it helps customers to become active participants in the story of a brand.
Monitoring and Tracking Tools of CRM
Social CRM features monitoring and tracking tools to see who is engaging in conversation with the business. It helps businesses to identify and reward brand advocates as well as influencers which encourages them to spread the word further. The marketing, sales and customer service departments of a business organization can immensely get benefitted from social customer relationship management. It paves the way towards happier and satisfied customers who can become brand ambassadors for an organization. Social CRM can change the understanding of brand reach and perception while providing access to new info about customer behaviour. The key benefits of social CRM include delivering customer support in the online platforms customers use, interacting with customers in real time, resolving issues by monitoring social media for complaints, finding brand advocates who help others, getting great exposure in the places where audiences spend their time and increasing engagement with customers.
Social customer relationship management is equipped with the potential to deliver returns across and between several core business functions. Customer service teams can deliver better service and improve resolution times by utilizing social CRM. Improved customer service and increased customer retention are the tangible benefits of using social CRM. Increased customer retention and improved customer service illustrate that social CRM can deliver real commercial benefits. A social Customer Relationship Management software can manage unlimited Instagram and Facebook pages. Social CRM can be effectively integrated with Salesforce, leading customer relationship management software.