3 Areas of CRM being reshaped by social media

3 Areas of CRM being reshaped by social media

Julie Pearl Published on May 26, 2015

businessman-hand-pointing-to-a-point-in-map-on-CRM-virtual-interface
Social media has been serving as a positive catalyst that s shaping industries all over the world. Fusing it with various business functions like ecommerce, marketing, and customer support elevates customer experience by adding convenience, speed, and interactivity to these processes. Like them, customer relationship management (CRM) is also adapting traits of social networks to make itself more dynamic and interactive to users.

These are the three areas of CRM software that s getting more social and efficient, thanks to the social web’s influence:

1. Interaction

smartphones-facing-each-other-projecting-connection-in-a-social-media-crm-app-interface

Since interactions between brands and consumers on social networking sites are mainly conversation-driven, CRM programs that pattern themselves after social media have centered their engagement activities around conversations instead of pushing sales. They also make use of massive data collected from Twitter and Facebook conversations to gain insights about what their audience wants and needs.

 

2. Speed

social-media-icon-with-hourglass

People have high expectations for efficiency on social networks. It’s standard for brands to reply instantaneously to questions and concerns sent via social channels. Speed is also becoming an integral feature of many CRM software to put value on its users’ time.

 

3. Interface

social-media-team-in-a-meeting-for-crm-using-tablets-smartphones

Of course, both interactivity and speed won t be achieved without overhauling the look of the CRM platform. Much like the design of top social networking sites, the interface of social CRM is built to make conversations smooth, responsive, fast, and collaborative.

Social media is indeed shaping the business landscape in ways that let users participate in processes and collaborate with the brands they support. With CRM becoming more social, companies can now manage customer engagement efforts more efficiently.

As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO14 hours ago
Maintaining regular communication with customers can help you earn their trust. This is essential when delivering value-added #CustomerService.

Here are tips to make #CustomerCare even more special for your consumers: https://buff.ly/3xjM2h9

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO22 hours ago
Open Access BPO adopts #DataSecurity solutions and adheres to #InfoSec industry standards to proactively face emerging digital threats.

Ensure frictionless customer journeys through #SmartRedundancy: https://buff.ly/3xitA8E

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO2 days ago
91% of customers use #email every day, which makes it a staple of every brand's #multichannel strategy. As promising as it may be, however, it also has its own limitations.

Find out what these constraints are and how you can deal with them: https://buff.ly/3tCqTNf

#WeSpeakYourLanguage #EmailSupport #CustomerService
Open Access BPO
Open Access BPO3 days ago
Moderating content is the best way to protect online reputation. Before tapping an expert, it's vital to understand your options and the advantages they provide to ensure maximum security and efficiency: https://buff.ly/2QgAXNm

Visit www.openaccessbpo.com for more information about our services.

#WeSpeakYourLanguage #Outsourcing #ContentModeration
Open Access BPO
Open Access BPO5 days ago
Setting the right performance metrics helps your #CustomerService team achieve business goals and scale as you grow. Partner with a qualified #BPO provider for seamless program management: https://buff.ly/3xfhcXl

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Consumers turn to #SocialMedia and apps to learn and interact with brands. However, about 60% of online harassment happens on these channels.

Moderate content to keep your online spaces safe for users: https://buff.ly/3wYzqvS

#WeSpeakYourLanguage #ContentModeration
Do NOT follow this link or you will be banned from the site!