By
Jyoti Tejpal
Leading player in Sales force automation, Service Management & Lead Management, The World most powerful financial CR, practice leadership across nine verticals
Khoros Care enables clients serve customers on digital channel of choice unmatched operational insight & automation Boost customer satisfaction & reduce costs.
Social media management & customer service tool Main functionalities, managing multiple social media channels, automating reporting & analyzing marketing tool
Combination of the features of social media and CRM software. The tool offers businesses to engage with customers on different social media platforms.
Businesses are helped by it to track, monitor, and respond to all customer interactions using a centralized dashboard. This helps in avoiding employees to individually review hundreds of posts, mentions, comments, and hashtags every time.
Social CRM or social customer relationship management is the coordination of social media channels into Customer Relationship Management (CRM) platforms. CRM platforms help supports social media alongside traditional channels so clients can interact with businesses thru preferred channels. This refers to better customer service and greater marketing insight gathered from customer social media data.
Social CRM helps it possible for a business to communicate with clients using the channel of their choice—whether by phone, text, chat, email or social media like Facebook or Twitter. Off the interactions, a social CRM system provides businesses to gather richer, actionable insight about customer sentiment on the company, the brand, and unique products or services.
The best CRM systems can take this dynamic customer profile and put it to good use by disseminating that information across various teams, with customer service, marketing and sales.
Social CRM is providing help to businesses looking to optimize service levels and multi-channel customer satisfaction. It can ensure companies to get the comfort of the customer service right, responding seamlessly in the way that is preferred by the customer and is best for them.
Today’s consumer needs the same level of service from business regardless of any channel used.
Consumers expect to be able to provide freely between channels of communication and for the business to do promptly with personally in any of them. If the company can find them, so they don’t have to explain there requires again, even better.
Businesses generally require social CRM tools to check the brand mentions on social media and interact with interactions. Whether it’s a tweet telling about a product or an Instagram storytelling something significant about the store, the tools provide you with an upper hand to address every social interaction fast and efficiently.
Listed below are some of the benefits of using a social CRM tool:
Centralize every social media interaction: The software’s centralized dashboard provides to monitor and manage social media interactions. It saves a lot of time and ensures that no activity on, or mention of, the brand goes unacknowledged.
Gain better insights into the target audience: Businesses can gain insights about the target audience with features like social listening, customer social profiles, automated reports, and advanced analytics. These insights can provide sales and marketing teams that offer customer segmentation and targeting.
Increase customer retention and increase leads: The tool gives quick to respond to queries on social media. This can increase retention as clients will notice that the business is prompt in responses. Using behavioural and linguistic triggers, user can also use prospective customers who like or follow competitors.
Engage customers and build your brand reputation: The tool keeps connected with the target audience via the social feed. Quick responses to customer queries will keep them engaged with the brand, allowing the user to build the reputation online.
Social media integration: Connect multiple social media platforms with Facebook, Instagram, Twitter, and Linkedin, to a single portal.
Centralized responding: Respond to comments, messages, and mentions on multiple social platforms from within the CRM system.
Content sharing: Share brand-related content on multiple social platforms to help existing and prospective customers.
Social media monitoring: Listen for brand mentions by auto-monitoring comments, posts, and hashtags on different social media platforms. Seek out customer complaints and problems while identifying client trends.
Customer social profiles: Use publicly available data from clients’ social media accounts to understand the audience; also, get a better idea of the customers’ requirements and interests.
Reporting/analytics: Track and monitor audience engagement; provide customized reports of the activity.
Most of the products available in the market are priced on a “per user per month” basis and can be divided into three pricing tiers based on the starting price. The premium product is rated higher, having some exclusive features like advanced analytics, automatic moderation, longer data retention, and XLS data exports.
Check for social media integration with CRM tool: Many CRM solutions coordinate with the social media world and provide functionalities like social CRM tools.
Assess your analytics requirements: Some vendors provide marketing and analytics tools with advanced tracking & analytical capabilities. The apparatus offers more in-depth insights than a social CRM tool. If the use case is more diverted towards social media management or marketing, think of using these tools instead of social CRM.
Marketing and sales automation trends: As social media takes hold of “the” platform for sales and marketing campaigns, businesses will need a social CRM tool that provides this functionality or coordinates with another platform that does. Some providers are offering functionality through third-party providers.
Social commerce/selling to grow exponentially: As social commerce increases traction, social media platforms are offering to be integral. Businesses are utilizing social media networks and messaging platforms. Based on this trend, the customer expects social CRM tool vendors to provide coordination with social commerce/selling tools. The integration would enable users to manage interactions and sales from a centralized portal.
