The way people communicate with brands today has changed. Brand managers today are overwhelmed by the volume of mentions directed at them on social media, blogs and forums. According to a recent stat, more than 80% of the consumers expect a quick reply. Brands that are slow to respond are at the risk of damaging their reputation. So, how do brand managers tackle this problem? “Social CRM” is the answer. It gives your customer relation’s team a 360 degrees view of brand conversations.
However, first, let’s try to understand, what precisely a social customer relationship management (CRM) is?
A social customer relationship management (CRM) tool is a complete package which includes both, the features of social media and the CRM software. The tool helps businesses to engage with their customers on various social media platforms like Facebook, Twitter, Instagram, LinkedIn, etc. Businesses using social CRM systems enable them to gain valuable insights which can help them track, monitor and respond to all customer interactions using Business Intelligence (BI) tools.
With the help of Social CRM tools, a business can quickly get out information to users who have shown interest in your company or its products, follow conversations about its brand in real-time, attend to customer’s queries, respond quickly to negative reviews to rebuild and maintain customer confidence.
With Konnect Insights’ “Social CRM” tool, you have everything you need to manage when it comes to online reputation. What Konnect Insights tool does is that it crawls millions of blogs, forums, news, complaint sites and social media sites like Twitter and Facebook to ensure that you do not miss a single conversation about your brand, competition and your industry and it gives you all the big data analytics with an easy to use dashboard. Social CRM systems have come to the brand managers rescue. For them maintaining and enhancing their customers’ relations is not easy. Using API from Konnect Insights, you can integrate your in-house CRM like Microsoft Dynamics to get a 360-degree view of your brand and your customers.
Let’s understand the Social CRM workflow using Konnect Insights listening interface. A summary of conversations captured from all social touchpoints is displayed on the top right corner. The conversation stream is neatly laid out with the latest conversation on top. Conversations can be saved, marked irrelevant, emailed, or classified for further action and analysis using the set of icons at the top of each conversation.
The interface simplifies the complaints handling process by allowing team members to classify every conversation. Team members can assign conversations to other team members. A unique identification number is assigned to every conversation on which an action is initiated. Team members can track progress on conversations assigned to other team members via their response notes. The response teams overall performance can be further assessed through the summary dashboard turnaround time hence giving your customer relations team a 360-degree view of brand conversations.
Therefore, it is safe to say that Social CRM tools are more of a strategy for customer engagement.