An explanation of the term “social media CRM platform“
CRM software was originally only a database that stored both contact details and activity logs for each customer. In the roughly 30 years since, CRMs have become the brains of modern enterprises.
To aid businesses with their sales forecasting, process automation, and control, CRM platforms provide them with multi-dimensional customer profiles.
As a result of the proliferation of social media, companies now have more outlets than ever before to get client feedback and monitor their online activities. By integrating a user’s social media profiles and activity feeds with an organization’s CRM database, social CRM tools provide a more complete picture of a customer’s digital footprint.
So why do organisations want to combine their social and CRM data?
Integrating social media and customer relationship management data creates more complete consumer profiles in one place. Insight into your customers’ identities and how they engage with your brand across all channels is made possible.
Gaining this insight will not only help you capitalise on these connections, but it will also better equip you to engage with your customers.
The modern consumer anticipates that a company will remember their interactions and purchases in the past. They want you to remember them if they leave a comment on your Facebook page, tweet at your customer service, or tag you in an Instagram post, especially if their previous interactions with you have been favourable.
The interaction between your brand and its customers is strengthened by using a social media CRM platform, which makes the data accessible to all of your employees.
Using customer relationship management software to monitor mentions of various keywords enhances the efficiency of social listening as a means of reaching out to potential consumers.
How can you best put social CRM tools to use?
Let’s discuss how to put social media CRM information to use. Let’s take a look at five real-world examples:
Make the most of every interaction with clients.
Do you know how much money your consumers often spend, when they usually make purchases, whether or not they read your newsletters, and which products they are most likely to buy? Combine this with data from social media platforms.
You can hone in on the conversations that matter to your business, gather information to populate your customer profiles, and answer immediately. Customer interests, interactions, and companies and influencers they follow can all be gleaned from their social media activity.
Edit your social media posts to fit your audience
Topics, hashtags, and influencers within your audience groups may all be viewed in one place using social media customer relationship management software. You may use this information to your advantage by giving your audience content that is both timely and relevant.
Use audience-specific performance metrics to fine-tune your social content strategy. Make sure your material is resonating with your primary audience from the get-go by tailoring your messages to them.
Boost your social media assistance for clients in three ways
As it stands, only 8% of customers believe the claims of the 80% of organisations that say they provide exceptional customer service on social media. It’s obvious that many companies aren’t providing adequate social customer service.
With the help of a customer relationship management (CRM) social media integration, you may offer assistance that takes into account a client’s activity across many platforms. When you incorporate social data into your CRM, all of your employees have access to the same records.
It doesn’t matter what platform your customers are using to discuss your brand, you can always reach out to them on the one that works best for them. If they have any complaints, you can quickly respond with thorough, individualised support.
Improve your social media marketing
Customer relationship management software for social media lets you define your target audiences by letting you build custom and lookalike audiences that you can import right into Facebook Ads Manager. You may track your clients’ preferences and use that information to create social advertising that speak directly to their interests and needs.
Advertise your new products exclusively to your most loyal customers and influential followers to gain their early feedback. Labeling and grouping can also be used to motivate repeat buyers to replenish depleted inventories of previously purchased goods. By utilising social CRM software, there are numerous ways in which your paid social marketing can be enhanced.
Recommend suitable purchases
Connecting social media to the purchasing behaviour of your customers allows for more accurate prediction of what they will buy next. You can target them with ads for things comparable to what they previously bought.
Create niche groups interested in a particular product and tailor your messages to them based on their likes, shares, and comments. Customers are more likely to buy again if you use social media CRM software to create targeted purchase suggestions that are both accurate and unique to each individual customer.
When and how should you use social CRM to boost your business?
With these helpful hints for when to employ a social CRM platform in mind, let’s dive into the meat and potatoes of what makes a social CRM strategy work.
Obtain reliable equipment as a priority.
If you want to get your social media and customer relationship management initiatives off the ground, you need to make an initial investment in the proper technologies. Seek out a programme that integrates all of your communications with customers—email, phone calls, live chats, and social media—into one convenient location.
The following requirements should be met by a typical social CRM platform:
- Support clients using online social media platforms
Tools for listening in on social media to see how often your business is mentioned
Instant updates on consumer engagement with a brand
Measuring the success of your consumer communications with analytics (You will find some tool recommendations further down this article.) - Involve the sales and customer service teams in the procedure.
This isn’t an environment where advertising is the only focus.
The success of a social CRM strategy depends on the active participation of sales and customer support staff in order to increase the number and quality of responses. Since your brand’s social media team, sales team, and customer support team will all be responding to inquiries from potential and current clients/customers, it’s important that everyone is on the same page regarding the brand’s tone.
Keep an eye on certain keywords by using social listening
It is important to monitor brand mentions and interactions, therefore make sure to do so with a social CRM tool by setting up keyword monitoring. This way, you’ll be ready whenever a customer brings up your company’s name or a product or service query.
Keep in mind that consumers are becoming more demanding, and that only companies providing exceptional customer service will benefit financially. So, take the initiative to respond quickly and effectively to all inquiries.
Evaluate the outcomes.
Evaluating your progress is essential to making adjustments to your social CRM strategy. Collect data on the number of tickets handled and the average time spent on each. In this method, you may assess whether or not your efforts are paying off in the form of satisfied customers.