Using CRM for social commerce is a great way for companies to expand their customer service repertoire to include social networks.
CRM for social commerce is a great way for companies to better engage with existing and future customers, and it allows the company to better track market trends through these online interactions. The traditional methods of advertising and interacting with customers are in decline, which means companies need to make prompt changes in order to stay relevant.
We live in an age where people no longer sit through TV commercials, they skip them. These customers interact among their social groups and discuss products. If they buy something and it does not perform as they wish, they go online to interact with a business. If the business is unable to offer a direct and genuine response to this customer’s concerns, the company runs the risk of losing that and other business.
If companies are serious about connecting and engaging with their customers, they need to go to the places where most of these conversations are taking place – the internet. A company that wants to infiltrate a particular target market needs to understand how those individuals respond to certain promotions, services and products. The best way to accomplish this goal is by using social networks. And CRM for social ecommerce makes it a lot more efficient for companies to engage through Twitter and Facebook.
How Does Social CRM Work?
When you use a reputable social CRM software, it gives access to customer data to every member of your team or organization. This means that everyone on the team can see the data pertaining to their current customers, and the ones they want to court in the future. This helps when a company wants to have real conversations with these customers.
If a company wants to exist in the current market and thrive with the modern consumer, it is not enough to have a sales department handle everything. Everyone in the company needs some level of involvement with the customer, and this is most easily done through social media.
Companies need to ask themselves every day how they are striving to create a more personal connection with their customers. The quality of a product or service has a huge impact on sales and profits, but if customers do not believe a company is a genuine, human entity, they will take their business elsewhere.
Increase Connectivity With Social CRM
Not only does social CRM offer better connectivity with customers, but it also helps a company integrate all their online data with each other. For example, most major companies have tons of online data in terms of inter-personal interactions and communications with customers. These communications are usually spread out through different email accounts and social networks. Instead of leaving them separate, social CRM helps integrate all of these components into one searchable database that every relevant employee can access. This keeps everyone in your team in-the-loop regarding the latest goings on in the company, and with their efforts to better engage with customers.
For example, if two members of your team are communicating about how to improve a product or better interact with a customer, this email is recorded and added to the database. And if someone in the company decides to search through these emails for information relevant to their job, they can easily look through that communication with social CRM software.
This connectivity also plays a huge role in getting companies connected with their customers. Yes, many companies offer email service for complaints and feedback. However, emails are a lot less personal than sending someone a Tweet or Facebook reply within five minutes of them asking a question. This type of rapid service and clear communication makes customers feel valued. In the long run, this helps keep their loyalty to your company.
In addition, social CRM allows companies to access data pertaining to reviews of their products, reactions to new promotions and consumer opinions of their customer service.