A Social CRM as the name suggests is a Customer Relationship Management system that uses data from social platforms to improve the engagement with customers. This feat is achieved by integrating the CRM software with various social channels. With the help of this, a business can get more crucial customer insights and then leverages this vital information to improve customer service and experience.

Now the real question is, does your business really need a Social CRM? Or it’s just another gimmick that leads to nowhere. Let us show you some stats that will help you better understand the potential of social media. There are about 3.5 billion social media users around the globe and the number is increasing at the rate of 13% YoY (Year-on-Year). Out of this number, 54% of social media users browse through their feeds to find product reviews and recommendations. So, it’s quite clear if you use social platforms for lead generation then chances of nurturing them to become loyal customers are highly likely.

How Social CRM can help in improving Customer Service?

On social media channels, a lot of customers connect with each other, which allows them to share likes, dislikes, and what is fascinating about a particular product, etc. Due to this, they have more information than ever before. In many ways, this is a good thing, now you can leverage these platforms for your brand exposure and better interaction with your customers.

  • When social media CRM software is a part of your business then customers can use any platform they want to interact with your brand. As social CRM can unify all the channels so your team can quickly respond to customer’s queries.
  • For creating a brand identity among your potential customers, the CRM will allow you to share unique, engaging, relevant content. Regardless of your business size, whether it’s a startup or an enterprise, social media is the most effective when it comes to brand exposure.
  • The ability to process the customer’s information is the feature without which every social CRM software is incomplete. Not only this but also monitoring the customer’s activities for example what they are saying your company is another factor that you should look upon.

Having a strong social presence is something that no business can afford to miss. And, with a tool like social CRM, you can start your quest of conquering the industry. With the all-around efforts of your team and CRM, you can reach the sales and marketing goals in no time.

 

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