The preferred medium of customer conversation has been changing over the years. Today, social media platforms are dominating as the preferred media for business-customer relations and inter-customer conversations.
In order to realize the potential of social media, businesses need more sophisticated tools and strategy.
A social CRM allows you to digitally converse and connect with your audience through a unified platform.
With customers collectively choosing social media as a preferred conversation medium, having the right strategy helps you achieve the following objectives.
Increasing Business-customer Engagement
According to Gallup research, customer engagement is decided by the customer’s emotional or psychological attachment to a brand, product, or company. In order to achieve this objective, businesses should make it easier for customers to reach and engage with your audience.
With social CRM, you could integrate multiple social media profiles to a single platform. This allows you to instantly streamline conversations and business queries to a single dashboard.
It also allows you to amplify the impact of your marketing and outreach efforts. All of your customer conversations could be consolidated in your concerned Facebook or Twitter profile page. This amplifies the effect of each conversation, reaching more customers and prospects.
Harnessing the power of social media
If you cannot stop something, try to control it.
This has been always a guiding principle for social media.
Today, businesses cannot actively decide to stay away from social media platforms. Anyways, customers are ultimately going to talk and judge your business on social platforms.
In this situation, social CRM presents the easiest way for businesses to take part in social conversations. Further, businesses can impress customers with their speed of response. This allows businesses to balance and harness the power of social media.
Meanwhile, with customers being more easily accessible, it could also drive your outreach efforts.
Collecting and Managing Customer Data
For a current business, data collection is an indispensable part of their business strategy. It provides more understanding of audience requirements and helps you rise above marketing noise.
Social CRM integrates multiple profiles of a single user into a unified customer account. This integration lets you collect comprehensive user data that covers multiple profile information such as user names, age, interests, expectations etc.
Further, you could also segment your users into multiple groups to reflect on specific user tastes.
Combining multiple user conversations
By integrating multiple social profiles, your customers can segment conversations through multiple platforms or channels. This process allows re-connection through any of the multiple social profiles upon any abrupt interruptions in client conversations.
Are you trying to integrate Social Customer Service as a part of your business strategy?