Early this year, the world was struck by the COVID-19 pandemic. All people from different walks of life were forced to adapt to the “new normal.” More and more workers started to work from home which resulted in an increase in the use of the internet and social media in their daily lives. Despite this drawback, this has become an opportunity for businesses to advertise their products and services on different social media platforms.
Businesses made use of the internet to maximize customer engagement to reach potential customers. But this opportunity is difficult to handle without the aid of a social customer relationship management (CRM) software. It would require a lot of work and effort because there are multiple social media platforms widely used worldwide.
Thus, in this article, we will explore more on the benefits of Social CRM amidst this pandemic and how it has helped businesses survive in these times of difficulty.
Social CRM Defined
Social CRM is a customer relationship management system that integrates social media platforms aimed to improve the quality of customer interaction and customer engagement. In terms of marketing, it allows your business to improve the efficiency of your marketing campaigns. In terms of sales, it helps businesses reach more potential customers and meet their needs. Thus, increasing your business revenue.
Unlike traditional CRM, Social CRM allows you to go beyond just data management. It helps you adapt to the increasing trend of social media use. This CRM system allows businesses to deal with customers on a more personal level.
Improves Social Media Presence
In this digital age, more than half of the world’s population is connected to the world wide web. According to a survey done by Hootsuite, there are about 3.96 Billion active social media users during this pandemic. Also, in a survey done by Globalwebindex, people spend an average of 3 hours a day on social media in the year 2018. This value is expected to increase as the years go by.
Looking at these survey values, we can conclude that there is a need for businesses to use Social CRM because it helps your business improve social media presence. Good social media presence is necessary because it helps you connect to a huge number of potential customers in real-time. Thus, for both large and small businesses, tapping into this huge market will allow your business to reach success.
Social CRM helps you improve social media presence by increasing the engagement you have with your customers. The system has tools that automate your marketing campaigns and record all the customer interactions across all your social channels. It also collects customer information from email marketing campaigns, direct messages, and even phone calls.
This allows you to have more time focusing on building strategies and improving other sales processes.
Faster Customer Service
Good customer service is one of the reasons why customers continue to ask for your service or product. This is because customers expect you to accommodate their needs and get their money’s worth. Especially in social media, wherein communication is assumed to be fast and immediate, customers also expect faster customer service online.
But without Social CRM tools, this is impossible. There are a lot of social media platforms already available online, such as Facebook, Instagram, Twitter, etc. Entertaining queries from customers and reading their feedback would take so much time and effort.
With the use of social CRM systems, like Saphyte, your different social media channels can be integrated into a single system unifying all the messages into a single inbox. This saves you time from switching from one channel to the other just to answer queries. The system also provides you the contact information of your customers and clients which helps you personalize your responses. This gives you faster and more efficient customer support which would result in better customer experience and customer satisfaction.
Builds Brand Reputation
Brand reputation is something difficult to build, yet is something easy to destroy. The swiftness of social media nowadays can easily ruin or boost your brand’s reputation. Thus, without proper reputation management, a business can easily close in just a single tweet or post. This is why companies spend so much effort in building brand reputation.
Using Social CRM, your customer representatives will be able to manage negative feedback, messages, and posts to avoid or limit any damage done to your reputation. The reason why some businesses fail to build a good reputation is that they have no time to entertain and pacify negative feedback. This is not so when your business is using social CRM. You do not only manage negative inputs but you can also reward positive ones. Your representatives will have the time to respond and show gratitude to your loyal customers which will increase your customer satisfaction and ultimately, your sales.
As a result of having social CRM, your business will have a reputation that genuinely takes care of its customers even after sales.
One of the brands that can offer you all of the benefits mentioned in this article is Saphyte CRM. It has a lot of CRM tools that allow you to maximize all of your business activities. It can offer businesses cloud-based CRM software that allows you to store your data and access them via the internet. This will allow you and your employees to readily access your data anytime and anywhere.
Saphyte is a CRM that aims to help businesses achieve growth by looking into your needs and adjusts accordingly to each one of them. This is a CRM that enables the clients to have long-term relationships because as your business grows, Saphyte grows with you. Saphyte will adjust to your increasing system demands to help you achieve success.
To help you become closer to your customers in this pandemic, you need to use Social CRM like Saphyte in your business. It breaks geographical barriers created by this crisis and helps you reach those seemingly unreachable customers wherever they are in the world.
Make Saphyte your official Social CRM today and enjoy the powerful tools it gives your business. Contact us today and we are readily available to cater to your needs. Saphyte Social CRM, the most reliable business solution in the face of the pandemic.