The customers are the most critical aspect of a business, so why would you take customer experience for granted? Most organizations and businesses in Singapore would insist that they care really deeply about their customers. However, in the social media environment, customer relationship management is oftentimes not a priority for many of these organizations.
Setting aside or completely discounting social media as part of your CRM system can negatively impact your brand. An exceptional experience is what makes customers refer you to others and most importantly become loyal to you. Anything negative in their experiences will certainly reflect on your sales reports and may even affect your credibility in the industry.
CRM tools for social media allow you to keep track and engage with consumers across different platforms to come up with ideas that generate better experiences for your patrons. While you already have CRM software for other areas of your CRM system, you just cannot afford to overlook the social media aspect.
Here, we’ll show you four ways how social media can improve your CRM.
1. Breaking up silo mentality
Since we’re talking about improving your brand’s customer relationship management through social media, you would need to break up silo mentality in order to become effective social media handlers. Instead of the marketing team holding all the information of the company’s strategies, you will be encouraged to work hand-in-hand with the sales, customer support and social media teams, so everybody in the organization is on the same page.
In many offices, different departments and teams tend to keep information from one another, perhaps because of internal competition. This unhealthy competition can impact your operations in a negative way, especially if you are seeking on improving your brand’s social media presence.
If you want to work for a better customer experience through social media, every department will have to learn to work together as one team to be able to address any customer concerns. For many Singapore organizations, it significantly helps to use a cloud CRM, like what Crystal Dash CRM from Singapore offers as one of its business CRM services. With this function, everything can be centralized and everyone can work in a single platform, allowing every team to access any information they need anytime. Cloud CRM stores not only customer profiles, but also previous conversations issues and transactions you had with a certain customer.
2. Discover Prospects Through Hashtags and Keywords
Hashtag and keyword analysis is one of the best ways for companies to discover mentions, conversation and users. Oftentimes, this online feature helps businesses uncover opportunities they would have never discovered through traditional marketing strategies.
Hashtags, specifically, allow you to categorize contents and make it much easier to identify prospects. But what if people misspelled your brand name or typed it without @mention or hashtag?
These sales opportunities tend to get forgotten and have smaller chances of getting a response from your company. Analyzing hashtags and keywords will allow you to locate these prospects—prospects who are off the traditional sales category.
You can still find these off-the-track customers by doing these tricks:
• Tracking possible incorrect spellings of your company name
Look for the common incorrect spellings of your company name to locate users who are trying to get your attention. Especially if you have a unique brand name, search for all possible misspellings of your name on social media.
• Tracking industry keywords
What are the common terms your audiences use to search for your industry on social media? Analyzing industry keywords help discover new keywords where you can find potential customers.
• Tracking competitors’ keywords
Also, analyze your competitors’ keywords and see what’s driving their customers’ engagement to better your social media strategy. This is also a great way to track customers who are trying to interact with your competitors.
3. Track Customers Journey
Regardless of the type of company you have or the industry you’re in, your customers’ journey should always be tracked. Just like preserving a long-term relationship, your CRM software should invest for the future. That means being able to track customer conversations, the things they ‘like’ in different social media platforms and other engagement they make online.
It‘s not just about attracting potential customers through social media, but more importantly strengthening existing relationships, constantly providing value to your patrons and being always on top of their minds whenever they need something in your industry.
A CRM software that can handle automated sales management and save detailed conversation threads is a great tool to have. Being able to view previous conversation with a user allows you to communicate effectively according to the data shown in your previous conversations.
It essentially helps your support and social teams to be reminded where the customer is in the journey and any issue he or she may have with your company before. Having this information gives your team a valuable data about how the customer sees your company and how to approach the customer for engagement.
4. Respond to Complaints Right Away
Social media platforms allow companies to communicate with consumers in real time. That does not mean only engaging with people who praises your company. Since you do not want to lose your loyal customers, you have to respond to negative comments as well.
We all know consumers like to express their complaints on social media. In fact because of this common action among users, social media has made today’s companies more accountable for their actions.
The simplest way to preserve high sales reports and retain loyal consumers is to increase response time to complaints. Consumers hate waiting for a reply, especially on their complaints. They know that their message is going to be read by someone, so there’s no point of leaving them unanswered.
By integrating a powerful CRM software that does more than just sales management tasks, you can boost customer satisfaction. Your customers are your business’ most valuable asset, so make sure to work hard to provide excellent customer experience by building an effective CRM system.