Social CRM stands for Social Customer Relationship Management. It involves the integration of social media and instant messaging channels, such as Facebook, WhatsApp, Line, WeChat, alongside traditional channels so customers can interact with businesses via their preferred channels. This means better customer service and greater marketing insight gathered from customer social media data.
Social CRM uses data analysis about customers’ history at every touchpoint with a company to improve business relationships with customers, specifically focusing on customer retention and ultimately driving sales growth. It also allows you to remain connected with your customers and develop a better connection with them, which benefits not only the company but also the customers. One can communicate with customers using a messaging channel of their choice on the go, extend the business’ reach to a broader base of buyers and allow the company to generate more leads and happier customers!
Social CRM also does a lot for the business by providing an all-encompassing view of the consumer. In this day and age, customers use a multitude of social media applications and a Social CRM solution helps in bringing them all together as one.
Using a Social CRM solution allows the business to gain a better understanding of the client’s interaction with the brand allowing for better customer approach. It provides a dashboard of social media activity which simplifies the act of social listening, allowing businesses to jump on opportunities if and when they arise. This solution integrates itself with Traditional CRM and acts as an additional way to manage customer relations. It not meant to replace one to one client management systems but act as a supplement to them and vice versa.
As the world evolves into a day and age where technology is extremely important, any company which has a consumer-facing business should be looking into applying WhatsApp, Facebook or WeChat CRM into their business. Take SleekFlow’s client base as an example, companies in the e-commerce, consultancy, recruitment, software, hospitality industries all benefit drastically. Another point to note is that the advantages of this type of CRM make it a necessary addition to businesses who currently rely solely on Traditional CRM methods.
SleekFlow is an Omni-Channel Social Commerce Platform that helps companies manage communication channels such as WhatsApp, Facebook Messenger, WeChat, Line, Live Chat, SMS and Email all in one place. Use smart routing rules and targeted campaign messages to streamline sales, customer support and marketing workflows while integrating with 2500+ tools including eCommerce platforms and payment gateways to automate the whole customer journey with ease.