Social CRM is also known as customer relationship management. What is social CRM? This concept is the integration of social media channels into customer relationship management (CRM) platforms.
Currently, CRM platforms are compatible with social networks in addition to traditional channels. In this way, customers can interact with companies through their preferred channels. This means better customer service and a better marketing vision that collects data from customers’ social media accounts.
What is social CRM? Why do companies need it?
It enables a company to communicate with customers using the channel of their choice. This can be by phone, text message, chat, email, or social media (for example, Facebook or Twitter).
Behind these interactions, a system helps companies obtain valuable information. In this way, you will have a more useful and practical vision of the client’s feelings about your company, your brand, and specific products or services.
The best CRM systems can take this dynamic customer profile and put it to good use by spreading that information across different teams. For example, the customer service team, the marketing team, and the sales team.
Using social CRM for customer service
What is social CRM?
CRM is used by companies seeking to optimize service levels and customer experience across multiple channels.
It can help companies understand the basics of customer service, responding seamlessly in the way that best suits the customer.
Today’s consumer expects the same great service from a company, regardless of channel.
Customer expectations are increasing
Consumers expect to be able to move easily between communication channels and that the company responds quickly and personally to any of them. If the business can remember them so they don’t have to explain themselves again, even better.
This is especially important as customers increasingly see social media as the easiest way to pose a service inquiry. What happens when a client chooses to contact a company through a social channel?
That interaction can be tracked and managed in as much detail as a traditional CRM system can track a phone or email inquiry.
What is social CRM? The commercial benefit
Thanks to it, companies can act faster, respond better and even anticipate the next needs of customers. This allows companies to track social interactions with customers using the same sophisticated tools that they use for other touchpoints.
Social interactions take place one-on-one to many. What is Social CRM? That is, everyone can see the interaction on social networks. This means it means that the way the interaction is resolved can directly affect the feeling of the brand or with its certified employees.
A customer service agent who deals directly with a customer on Facebook engages in personal interaction with a public audience and their certified employees. It’s also easy and logical for customers to want to socially share their service experience afterward. Therefore, it can be the key to a marketing campaign.