How Social CRM Software Can Help Customer Support Team?

by / Saturday, 23 March 2013 / Published in Customer Support
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Social CRM Software and Customer Support TeamMaking and breaking of organizations by ensuring the unbeatable competitive advantage  is generally performed by the  customer services. Implementing an effective social CRM  give  the organizations a control over the customer services from the social media channels of the customers and this improves the perception  of your brand.

The four key areas which are related to the  Social Media  where companies use the CRM solutions  for monitoring and controlling the customer experience across the  media channels :

  • Monitoring the social media trends.
  • Suppressing the adverse effects of social media feedback.
  • The maintenance of confidentiality of customer service responses.
  • Ensuring that your products and services are getting better progressively.

 Monitoring the social media trends :-

The customer service departments  and the upper management and their effects can derive from the social media .This can easily support your marketing strategies.  It can vary from valuable to scary.  A  handle  is provided by the social CRM on what role is played by the social media on the customer service experience and the image of the company. The ability of the  CRM solution is to capture the profiles and  conversations  from the most  social media streams  on an ad hoc basis.This data provides valuable information which is related to the popularity monitoring for competitors , services and products which in turn is useful for the proactive decision-making of the upper management. It can also be analyzed for the keywords which act as indicators which reflect the overall customer sentiment – positive, negative, neutral, etc.

Suppressing  the adverse effects of social media feedback :-

For avoiding customer churn and for staying on the ball social CRM is utilized for monitoring the social networks. The social media trends are analyzed and identified and because of that the CRM solution can send automated responses for the generic conversations which are captured by the system which utilizes auto-populated templates and ensure the customers remain in the  loop. CRM software ensures the following for responding the complaints and queries  from within the CRM software :-


  • Effective Activity Management :- The telephonic and email conversation is tracked with the details of the related record  for captured social posts.
  • Automated  responses of the SMS/ email :-  For suppressing  the turn around time the automated responses is send via email or SMS  where the details are populated by the captured conversation’s records.
  • Easy and quick access to the multiple  network’s profile information :- When giving the optimal solution to the customers and leads , CRM users can easily access the networks through a single interface to depict  specific dislikes and likes.

 The maintenance of confidentiality of customer service responses :-

Ad-hoc posts can be monitored by the implemented CRM solution from all the social media platforms . For perusal of the company staff on all the different levels of the quick analysis of the customer needs this information can be made available.By maintaining  the  customer’s information accurately business can be easily grown.   Other than this the conversations captured  can be easily assigned  to specific logged-in users with the read/ write permission on the  basis of their product, location, type of case, priority and SLA.


Ensuring that your products and services are getting better progressively :-

Social media presence is vital  for revealing the  consumers that a company cares for  creating  a presence in their  social media channels. Social CRM and its automated functions can search for the keywords in the social media  derived data to look for the common trends in the conversations. In this way a CRM software provides  an accurate pulse on public sentiment which regard to the new product releases , media announcements of the company and the perceptions of the customers about their company in general. For determining and collating the opinion of the customers CRM is an invaluable tool . A higher volume of viewers and their corresponding comments are generated by posting links that refer to a company’s published content on a popular network.

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