Interconnected Customer Journey – Linking Your CRM, website & Social Media Platforms
Digital transformation and hyper-connectedness of the present.
Social media has become a part of our lives. Many people in the world are spending their free time on social networking channels such as Facebook, Twitter, Instagram, Snapchat, etc. either to interact with their friends or to learn about the latest news. In fact, as of 2019, daily social media usage of global internet users amounted to 335 minutes per day.
If your business does not have a social media presence, then you are missing a golden opportunity of engaging building long-lasting relationships with your current and potential customers. You can use a Customer Relationship Management (CRM) system to empower customer relationships. It is a user-friendly application well known to the majority of businesses around the world. By incorporating a social media element into your CRM strategy you will be able to maintain a consistent brand voice across different channels, solve customer issues, complaints, and concerns rapidly, and increase revenue, market share, and brand value.
Taking it from here, We would like to discuss the three most important ways to integrate social media tools into your CRM strategy.
Social Media – The Preferred Channel For Customers To Contact Businesses
Recently, most people are not interested in calling companies directly; instead, they are relying on indirect sources to contact businesses such as social media messenger, or chat bots and other social media platforms. For example: By realizing the latest consumer trend, Amazon has found great success in inviting their customers to contact them via messenger for inquires or assistance.
Even startups can follow in the footsteps of big enterprises. Integrate a social media element into your CRM strategy so that you can gather more information about your clients and store that complete information in the CRM system. When sales and support teams are needed, your CRM provides instant access to customer contact details and a record of previous interactions with the company.
Based on customer data and past communications, you can deliver quick customer service and plan better interactions with clients in the future.
Attract & Capture New Leads
Social media campaigns with attractive images and videos are now becoming the latest marketing strategy to win new clients and customers. There are two factors involved in social media marketing campaign success: One is identifying the right time for consumers to receive social media messages and the second is how to target social campaigns for a particular segmented group of customers.
Customer relationship management is the best solution to accomplish social media campaign goals. Utilize a CRM solution to identify the right consumer timings to deliver messages and precisely segment customers into targeted groups according to customer contact details, past interactions held with the company, customer behavior patterns, spending habits, and many more.
The CRM system also helps to capture new lead details through sharing of the downloadable PDFs, e-books, or offering free consultations. This is one of the great ways to capture valuable information about new customers within the CRM application.
Provide Excellent Customer Service
In the past, calling customer service was a big headache. Clients needed to wait for a long time to get connected to a live person. This is one of the main factors why customers avoid contacting customer service.
However, the adoption of a CRM solution changes the face of customer service. Once you allow your customers to contact your startup via social media channels, then you can record customer social conversations, and any issues or complaints they may have with the company will be stored in the CRM software. This allows your employees to have immediate access to customer service issues, complaints, and concerns, and resolve the issues on the spot so that it can leave room for improved positive customer experiences and boost customer retention rate.
Social CRM is a mix of emotional and sentimental customer insights gathered from different social communities. For example, customer likes and dislikes of a company product or service, the type of features expected in future products, review or feedback about a product your customer is currently using, and so on. By collecting and storing customer social conversations in the cloud CRM system, your business will be better able to interact with customers and foster relationships.
An intelligent CRM tool with social media integrated in it allows your team to have access to all the customer and prospect insights and information in a single location.
According to research, customers who engage with a brand on a social media platform expect a message response in under an hour. However, only 1 out of 10 brands responds to customer complaints or queries online. This presents a huge opportunity for your business to build brand advocacy using affordable marketing