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Why Social Media, Customer Service, and CRM Go Together

Posted Tue, May 14, 2013 by Julie Short

Social media sites like Facebook, Twitter, and LinkedIn get a lot of attention because they have grown so quickly in the past five years (and are still adding millions of users each month), leading businesses to see them as marketing opportunities. After all, if your customers are hooked on social media, that must be the best place to go and advertise or market to them… right?

In some cases that might be, but a lot of companies are finding that social sites are difficult places to spread marketing messages. In fact, it could be that social platforms have more value for customer service and CRM than they do for gaining new business. 

That's because social media profiles are built on relationships, not transactions. Here are a few ways to use your social profiles with customer service and CRM goals:

Solve problems and answer question publicly. When a customer e-mails you and you send a response, you benefit from keeping them satisfied or furthering a sales opportunity. When you do it publicly, however, on a social media site, you also answer that question and improve your visibility with dozens or hundreds of other buyers, too. That's why, so long as you aren't spreading sensitive information for all to see, your social profiles can be great for handling routine customer service inquiries.

Find distinct customer segments that you can market to. One of the underrated features of a strong social media campaign is the information you can find about buyers (or groups of prospects) simply by looking through profiles. Don't worry, we aren't talking about cyber-stalking; instead, we are encouraging you to find out more about your best customers, and notice similarities between them so you can find others just like them.

Create links between your social profiles and online CRM systems. There are any number of ways that you could tie Facebook, Twitter, and LinkedIn to custom CRM systems, account updates to targeted marketing, and more. The fact that tens of millions of people use social media site on a daily basis should encourage you to find ways to move friends, fans, and followers from your profiles to other pages and customer management systems.

If you're looking for more ways to connect social media and customer service, or simply want new ideas for growing your business online, now is the perfect time to talk to the team at WebRevelation. Why not call or e-mail us today to arrange for free consultation?

Posted in : CRM , SEO/SMO/SMM | 
Tags : social media , CRM


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