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Everything you need to know about mobile optimisation for CRM in Singapore

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Everything you need to know about mobile optimisation for CRM in Singapore

Today, smartphones have become an integral part of our lives. We carry our smartphones almost everywhere we go and rely on them for information, entertainment and connection with our loved ones. In fact, 70% of all media time is spent on the smartphone and the average Internet user checks their phone 58 times daily! In Singapore, the number of smartphone users is expected to grow to over 5.6 million by 2025. These statistics convey the prominence of smartphones and our dependence on them. As such, it becomes important for marketers to prioritize a mobile-first design, especially with regards to customer relationship management (CRM). More customers are turning to mobile CRM including WhatsApp CRM and social CRM for their customer care needs.

What is mobile CRM

What is Mobile CRM

Mobile CRM allows employees to access customer information and accounts wherever they are through mobile devices such as their smartphones. Employees can perform the same actions as from a laptop, but with simplified menus and fewer swipes and clicks due to the small screen size of mobile devices. Quality mobile CRM software is built for efficiency and intuitive navigation without compromising on features and functionalities. For instance, Singtel leverages WhatsApp business messaging and chatbot to streamline and automate workflow. Customers can easily activate or deactivate services, check account status or balances, payments put in requests, or even get product recommendations and offers.

Considerations in mobile optimising your CRM

The advent of digitalization has brought about many new and improved technologies. In the realm of digital marketing and customer care, this presents itself in the form of mobile CRM software that leverages WhatsApp CRM and social CRM. With a plethora of choices, there are many considerations to take note of when choosing a CRM software designed for mobile optimization.

Omnichannel platform

A CRM software that integrates multiple social media chat platforms is ideal in optimizing the CRM experience for mobile users. Social media has perpetuated the idea of instant gratification, which also means customers expect a fast response to their needs. An omnichannel platform such as SleekFlow, empowers full conversational journeys in one place, enabling more control, quicker response and greater efficiency.

Quality security

As network-housed information extends its storage to mobile devices, a trusted, mobile CRM software with strong security is key. SleekFlow, partnering with official WhatsApp Business API providers, ensures that any chat data or sensitive customer information is safeguarded. We take various steps to protect the information provided to us from loss, misuse, and unauthorized access or disclosure.

Personalisation

Personalization is a crucial factor in mobile optimizing your CRM. A mobile-first design allows for greater personalization opportunities as coding is made simple compared to desktop. By personalizing your CRM platform according to your needs and what you are familiar with, you can better provide exceptional service to customers. With SleekFlow you can personalize your broadcasts by automatically segmenting, filtering and labeling clients based on purchase behavior to send targeted campaigns on all channels and track real-time statistics.

Chat commerce is now a big thing in Singapore. Read How Singtel leverages WhatsApp Business to drive Customer Experience 3.0.

Tips to enhance CRM mobile optimisation

Social CRM for Customer Care Needs

Even with good mobile CRM software, there are ways in which you can further optimize them for mobile use. Firstly, consider connecting your CRM platform directly to your mobile-optimized site. In this way, customers can obtain more information and browse products, which is particularly useful for e-commerce brands.

Secondly, incorporate social messaging and social CRM. Social messaging is the new email of today, with proven results showing that text messages have a much higher open rate, and both organizations and customers are maximizing its use to enhance productivity and improve customer care needs.

Find out more about how a centralised CCM platform can help your business with social CRM.

Elevate your social CRM to the next level today in Singapore! 

It is where an omnichannel messaging tool like SleekFlow comes in handy. SleekFlow allows users to import existing data using spreadsheets and categorize contacts into groups according to their own needs. When everything is set, they can conduct a targeted campaign with just a few clicks.

Social messaging is the most direct communication if we cannot do face-to-face communication.

TAI SENG YEE

Executive Director, ZENXIN

Learn how ZENXIN, an award-winning retailer of organic produce, speeds up digital transformation and engages with customers across Southeast Asia using the power of SleekFlow.

Last but not least, always keep track of your analytics to gain insight on areas that can be improved upon. Mobile optimization has made tracking effortless, enabling you to view data regardless of location.

SleekFlow compiles all the information you need in one place. It helps track your customers' activities and keep an eye on what your customers do on every social media platform and website. Plus, it also measures your teams’ performance for evaluation and training.

As smartphones and mobile use continue to dominate our highly-digital landscape, businesses must be able to evolve and adapt to remain relevant and thrive in their industry. Simply optimizing your website for mobile is no longer sufficient, you also need to mobile-optimize the fundamentals of your marketing and sales efforts – your CRM.

Compare SleekFlow with other platforms and find out how it's better here.

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