A social media CRM combines your customer relationship management (CRM) application with social media platforms. Your workers will be better able to interact with customers, understand the market, and offer better customer service as a result.
Does your company require social media?
Social media platforms, with more than 3 billion active users who spend time each day exploring, sharing, and discussing their interests, are where consumers first come across companies that they subsequently choose to support. Every company, from small to large, needs social media to plan to broaden its audience, raise brand awareness, attract new consumers, and engage current ones with high-quality content.
What distinguishes a regular CRM from a social CRM?
The primary tactic
TRADITIONAL CRM: Gathering, managing, and acting on customer data is traditional CRM. Whether it’s a salesperson seeking to clinch a deal or a support agent assisting consumers in solving their problems, communications are primarily transactional.
SOCIAL CRM: Brand exposure and customer engagement without pushy sales tactics. The majority of these interactions aim to pique consumer interest in your business and start discussions about their interests or popular social topics.
Customer interactions fluctuate depending on
TRADITIONAL CRM: During set time periods that are only available during business hours, the company regulates the flow of interactions via established channels of contact.
SOCIAL CRM: Social media places power and control in the hands of the customer rather than the corporation. They are free to strike up dialogues and engage with companies whenever they like.
What do users of social media anticipate?
People are more linked than ever thanks to social media. Social media users can learn all they need to know about goods and companies before making any purchases through their online interactions with peers, business leaders, and influencers. Certain expectations come along with the power.
- A consistent user experience across all channels of communication with a firm.
- A satisfying social media customer service encounter
- Quality material that is useful, timely, and shared by brands on social media
- Active and prompt social media customer service; if a consumer posts a complaint, they anticipate a response from the business within an hour.
Use a social CRM because
By incorporating pertinent social media data with traditional KPIs, a social CRM offers a holistic perspective of client habits and behaviors. Utilize it to keep tabs on the platforms and times that customers are discussing your businesses.
Different types of social CRMs
Social CRM capabilities built-in
Some CRMs already have social networking features built in. With the help of these features, you can get alerts from your official social media accounts about messages and postings that are pertinent to your company.
Independent social CRM applications
CRMs without integrated social media features must be integrated with standalone software platforms by a third party in order to access their social media features and insights.
What advantages does a social CRM offer?
- Strengthen your support group.
Your CRM provides your customer service representatives with the knowledge they need to quickly diagnose customer issues and provide solutions.
- Recognize your audience
Social CRM systems offer insightful information about what makes your target audience tick by bringing in real-time data. To provide potential consumers with a tailored and dependable customer experience, share this information with your staff.
- Post pertinent content
Avoid making more noise. Utilize the data acquired from social media to produce intriguing and captivating content, then distribute it through the appropriate channels to gain the most traction.
- Give your conversation a social context.
Your social media CRM’s insights can help you start and maintain meaningful dialogues with prospects, which improves your relationship with them and humanizes your business.
- Immediate feedback
A social network CRM offers immediate input from your clients, whether it’s positive or negative. This saves you the time and effort of continually seeking feedback while allowing you to better your goods and services.
- Expand brand awareness and perception
You may find brand supporters and influencers on social media and work with them to expand your audience and boost brand recognition.
- Use WhatsApp ecommerce store
Intergate your CRM with social media channels, set custom automations and drive them to your WhatsApp ecommerce store where they can check out products form WhatsApp itself.
These are some of the aspects of why social media CRM is important for your business.