Social CRM Integration Is Important for All Organizations

Social CRM is very much talked about yet very much unknown to many businesses large and small. So many marketing professionals out there think that having a Facebook page or Twitter account to SHOUT out company messages, deals or specials is all you need when it comes to a social media plan. Having a great website, Facebook page, YouTube, Twitter and Blog online presence is still important but having a fully integrated Social CRM plan is so much more. When properly done is extremely powerful.

What is new in this platform?

SOCIAL SALES:

There is technology in the market place that scour thousands of forums, Facebook pages, twitter accounts, blogs and internet searches for certain key words. For example if your company sells Widgets and you are looking to expand your market into the state of Florida you can have a constant search going of the keywords "Widgets in Florida". This search will relay back to you who is searching or posting on forums about that topic. This way your company can be the first to interact with this potential customer shaping their conversation and hopefully allowing you to sell more Widgets in Florida.

CUSTOMER INTERACTION:

Key words can also be the name of your organization, product, commercial, or marketing campaign. This same technology that can search for "Widgets in Florida" can also search for "Widgets Internation LLC". You will be able to see what your customers may be searching and posting about your organization or products/services. This will allow interaction to your customers on a very proactive basis. No longer do you have to wait for a customer to call you to start a conversation, you can search for them. In the age of social media and topics going viral it is almost a must to have eyes and ears out on the web at all times to protect your company badge.

COMMUNICATION:

So now that we are looking at sales or service opportunities in the web, what do we do when we find them? Well just having a conversation with the customer through non-voice means is a great start but there are now other ways to make a bigger communication splash. One of these methods is with WebRTC (Web Real Time Communications) which allows browser to browser communication without any downloads necessary. So let's say that your Social CRM Search yields a customer on a Twitter account complaining about a product he/she received from your company. You can instantly recognize this and send them a quick invite to do a browser to browser video/audio session with them right now to try to fix any issues that they may be having. How powerful is that! The customer does not have to download anything; all they have to do is click on a button on the browser and are instantly connected. Once the issue is resolved you have turned a negative customer into one that will be an online ally banging the drum of the new standard of world class service your company offers.

To have a fully integrated Social CRM platform you need to take this new technology and seamlessly integrate it into your backbone social media presence. Website, Facebook, Twitter, Blog and any self-service IVR or APP development all are needed keeping in mind company branding. When your online presence is working together you have a relatively inexpensive tool that can sell and service customers and prospective customers. Shouting out daily company happenings on Facebook seems like such a small part of the overall plan now doesn't it!

The contact center is making room for what forward thinking companies are calling the Interaction Center. A center where voice and social media meet, a place where representative value an inbound customer service call with the same about of care and vigor as a social media hit/lead/service opportunity.

Social CRM is no longer something that only "cool companies" do. This is something that all companies big and small can and should
embrace.

Let us help you form your Social CRM plan. Take a moment to visit us at http://www.expivia.net

If you are pushed for time you can get the rundown of our organization in under two minutes at http://www.youtube.com/watch?v=m79kCzOavSQ

tlaird@expivia.net

We are reshaping customer interactions. THIS IS EXPIVIA