How can you bridge the gap?
That’s where social CRM comes in. A customer relationship management platform that integrates social media gives you access to the same level of insight you have for more traditional channels, plus the ability to use social tools for communicating internally. You can monitor, track and benchmark your social media communications using familiar tools, dashboards and metrics.
With social CRM you can place the customer right at the heart of your organisation. No more forcing customers to use the channel you prefer. No more losing track of issues when they change channels. You can engage and respond to customers individually and in the way they choose, without compromising your ability to track and manage communications on a global scale. You’ll have both a broad overview of your brand’s reach and a granular, detailed view of each customer interaction.
Customer service, marketing and sales all benefit from a more dynamic, complete picture of each individual customer, and can make use of social tools to communicate between themselves. You see the cost of delighting customers fall. Your customers see an organisation that listens to what they want and responds in a way that suits them, across multiple channels. Everybody wins.