The Customer Relationship Management or (CRM) refers to an effective implementation of the software programming in an office through which the business can hear the customers’ grievances and resolve at the earliest.
With the advancement of the new technology like the Call Center Software, the entire process of customer’s grievances and resolution has become a lot easier and productive than ever before.
Over the last few years, Social CRM is also gaining momentum. With omnichannel facilitators like the social media and other networking sites, consumers find it more convenient to register their complaints online.
Over the last few years, Social CRM is also gaining momentum. With omnichannel facilitators like the social media and other networking sites, consumers find it more convenient to register their complaints online.
The latest consumer support survey has stated that as many as around 50% of the big firms believe that they need to work harder towards executing Social CRM customer innovation strategies.
1) New Leads: Social media is the apt spot to get new clients. Sometimes, customers randomly post their requirements online regarding a product or service that they want. It is an apt time for a company to inform the customers about the brand, and to know how it can help them.
The contact support services should be constantly processed using the Best Call Center Software to ensure maximum convenience to the customers.
2) Live Interaction: A company should always offer the live interaction facility to visitors on the home page of its website. The latest statistical analysis of the Aberdeen Group has found that strong omnichannel strategies could help a company retain around 89% of its customers as compared to other firms.
A company has to initiate live interaction with the customers either through direct telephone calls or via social networking sites.
3) Educate Customers: These days, social CRM has evolved out as the best way to educate customers. Be it through Facebook’s statuses or live blogs, customers directly relate to such things now. In this hi-tech era, everything is there on the internet. So, when a company educates its customers on the regular basis, it grabs greater attention and loyalty from them.
4) Technical Assistance: Customers find social media a shortcut to let their grievances heard by the top management. Social CRM helps a company offer technical and online assistance to customers as per their needs 24x7. Ideally, once a company receives an online query from a customer then it should instantly try to resolve the same by expediting its contact services.
5) Customer Feedback: It is always essential to look into the changing trends and preferences of the customers. Customers’ responses work as a revelation for the firm.
2) Live Interaction: A company should always offer the live interaction facility to visitors on the home page of its website. The latest statistical analysis of the Aberdeen Group has found that strong omnichannel strategies could help a company retain around 89% of its customers as compared to other firms.
A company has to initiate live interaction with the customers either through direct telephone calls or via social networking sites.
3) Educate Customers: These days, social CRM has evolved out as the best way to educate customers. Be it through Facebook’s statuses or live blogs, customers directly relate to such things now. In this hi-tech era, everything is there on the internet. So, when a company educates its customers on the regular basis, it grabs greater attention and loyalty from them.
4) Technical Assistance: Customers find social media a shortcut to let their grievances heard by the top management. Social CRM helps a company offer technical and online assistance to customers as per their needs 24x7. Ideally, once a company receives an online query from a customer then it should instantly try to resolve the same by expediting its contact services.
5) Customer Feedback: It is always essential to look into the changing trends and preferences of the customers. Customers’ responses work as a revelation for the firm.
The latest statistics by PricewaterhouseCoopers has indicated that by 2020 around 90% of the companies will strengthen their Social CRM strategies using various modes of social media to thwart the cutthroat competition challenges from the big firms.
Social CRM strategies could be now easily integrated within the existing physical infrastructure through applicable calling and networking devices like the Call Center Solutions and high-speed internet connection.
Social CRM strategies could be now easily integrated within the existing physical infrastructure through applicable calling and networking devices like the Call Center Solutions and high-speed internet connection.
Case Study
A contact center firm launched its nationwide operation exactly a year back. It started its business operation with a very limited resource. It hired limited number of staff and did not install the advanced Call Center Software Solutions in its office computers.
Despite the best efforts of the employees and management, the company failed to grab enough responses from the customers. After a couple of months, the company outsourced its contact center works to see if an expert firm could garner better enquiries from the customers.
Within a very limited time, the contact center has a humongous task ahead. It follows apt trade practice by installing the Online Call Center Software in the calling process to record each call within the system automatically.
The efficient staff then pursued the callers and effectively converted many of the random callers to successful sales. They also optimally utilized the social media to enhance good rapport with the customers.
The company has recently announced an increase in its sales from 17% to 20% last month. Every firm has to move with the time. Be it a contact center or e-commerce portal, every entrepreneur has to ensure that it aptly implements the social CRM, and stay in touch with its consumers and potential clients on social media continuously.
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