Why You Need Social CRM for Your Business

Saphyte Team

3 min read

Updated: June 2nd, 2020

Almost everyone has a social media account – Facebook, Instagram, Twitter, etc. It’s a modern need, but most use social networking sites for communication purposes. Recently, social media has transformed and became a powerful platform that companies use when doing business.

Most people these days are connected using social networking sites– in fact, Facebook alone has 2.6 billion active users worldwide. These users often post reviews about the products and services they purchased online. Users also normally tag companies’ pages using the sites’ tagging features. This helps enhance the brand recognition of a business.

A single review of your brand on social channels based on customer experiences can create big impacts – positively or negatively. This is why, as much as possible, customer service quality should be a priority. But how can you do that when you’re having trouble managing your clients and retaining them?

With that in mind, you need to have a system that can accommodate all your business processes and information – from keeping tabs of customer data, managing marketing campaigns on social media channels, and enhancing customer interactions in social media networks.

This system is something you can achieve by using a Social CRM. A CRM system designed for businesses who want to focus on establishing relationships with customers on social media.

From the traditional CRM, Social Customer Relationship Management (SCRM) is an approach where you incorporate social media platforms in your processes to have a better view of how customers interact with your brand, especially using your social media channels.

Packed up with tools that will help you improve your management of social media data and other sales and marketing related processes, social CRM systems guarantee to hasten your success and growth.

Since all your consumers are most likely active on social media networks especially during the pandemic, you can leverage this by using the CRM and reach out to more audiences, potentially increasing your sales.

How Social CRM Helps You With Your Business

With so many things happening on your social media – from getting your brand known, generating leads from different social networks, to addressing customer expectations, having a social CRM system would be a great helping hand.

Most features of a Social CRM are found in a typical Customer Relationship Management (CRM) system. A Social CRM, however, differs as it is built with more tools and features related to social media activities. Examples of these tools and features are as follows:

1.   360 Degree View of Customer Profiles

You can have better knowledge and understanding of what your customer wants by linking their social media profiles into your CRM. You will be able to know their location, how they interact with your brand, and other information that is relevant to your business.

The social CRM system will also automatically update your customer profiles when they change certain information about them which gives you accurate and real-time customer information.

This way, you can provide a more personalized experience and manage each customer’s expectations. You will know which social media campaigns best suit these customers and you will know how to interact with them because you have a better understanding of who they are.

2.   One Platform for All Social Media Accounts

With the help of the social CRM platform, you can synchronize all your social media accounts into one platform. This will help you manage it seamlessly – leaving no gaps between one account to another.

Through this, you will know how to address issues, queries, or problems raised by your customers. The synced activity feed will help you track how they previously interacted with your company from different social accounts.

3.   Social Listening

Know where your brand is being mentioned across different social media channels through hashtags, keywords, and even influencers’ reviews. These brand mentions will affect your brand presence that is why you need to be aware with these mentions.

4.   Social Selling

When you make use of social media, you will be able to generate various leads and turn them into customers. Through this, you can increase your sales and boost your ROI. Sales reps interacting with your clients in social media will be able to give a smooth and direct customer service experience. Smoother transactions mean customers will more likely interact with your business again.

Benefits of Social CRM

1.   It improves your social presence.

You can schedule when and which social media network you will post your campaigns, contents, and engagements. Through this, you will be able to control every activity you make and determine if it is timely or not.

2.   It builds and enhances your brand reputation.

When you respond quickly to customers in your social media channels, they are more likely to interact with you further. Being active and having a quality customer service will increase your brand reputation and consumers will engage with you again. 

3.   It provides faster customer service.

Since you have a better knowledge of your customers’ habits and even partner it with an activity feed that will let you know how these customers interact with your brand, you will be able to provide faster and personalized customer support.

Managing customers might be backbreaking but with social CRM, you can cater to each one with ease.

4.   It helps in lowering the cost of new customer acquisition.

Social media’s word-of-mouth spreads like wildfire. Recommendations can easily be done by your existing customers and other consumers will get interested in your products and services. This increases your customer acquisition rate without paying more.

Conclusion

Social CRM is beneficial to any company that wants to take their business to the next level. Since social media networks are the number one platform for most businesses to endorse their products, having a social CRM is a must-have these days.

When you incorporate your business processes with social media, you will be able to generate more leads, boost your marketing campaigns, and eventually increase your sales. And because of that, you will need a Social CRM to handle all your social media data and activities. Talk to our experts now and know how a Social CRM can transform your business.