Any great CRM tool comes with better social monitoring.  In this age of digitalization, there are lots and lots of data and to collect all these data, brands need a tool that is going to collect all that data first and then organize them in such a manner that it becomes easier to analyze the aggregated data to align your marketing and customer support strategies.

Here are some best practices that you need to keep in mind:

Always keep track of all the conversations users are having online, whether it is complaints, queries, feedbacks, etc. and be very responsive in attending them online. Brands nowadays are battling to achieve their supremacy in terms of response time. Several brands have started to respond in real-time. While doing so, you need to keep in mind that it is essential to ensure that no errors, whether grammatical or conceptual, should occur during the ongoing conversation. Try to listen to your customers. Don’t be in a rush to close on your customer’s queries. Hear their problems, empathize with them and try to give them the best solution possible. 

Always be polite even if your customers are rude, some customers come up with unreasonable demands, but all you need to is calmly attend them (however angry you are) and make them understand that their demands cannot be accepted.

Attend the complaint related conversations on the wall of social media platform and drive them to direct messages providing them with quick solutions. Keep your Business Page wall clean of all the negativity by prompting your customers with a link (directed to DMs) on their posts.  Take every problem as an opportunity to turn an unhappy customer into a happy one.

Using Artificial Intelligence bots to send automated responses can help you achieve low response time but try to humanize your messages as much as possible and switch to humans wherever necessary instead of default messages like “I’m sorry I didn’t quite understand” as it is only going to piss your customer more.

Always keep in mind the key to CRM is providing promising solutions, and providing promising solutions creates a better impression in the mind of your consumers.