Category: Online Image

Social CRM For Service Teams

One common source where people are sharing content online more than ever is certainly the social networking environment. This is the largest source of direct, honest and outspoken opinions and community assistance. While this real time social media thing is global, uncontrollable and dynamic that lets your prospects and customers talk about you online, it is definitely serving like a helping aid to Service Teams, as well.

While customers talk about issues that you may not be even aware of, using right tools you can actually uncover the posts that talk about various issues, problems or may be grievances about company products and services. This can facilitate you in enhancing your customer support and service.

Social CRM provides you an opportunity to automatically convert these customer posts into service requests into the existing support application for a better follow up and track.

Now, what kind of social media posts for customer support routine can assist you? It may be a complaint, suggestion, any positive feedback or may be an additional service or product offering.

Once you identify the kind of post that can help you further in the matter, social CRM can convert it into a service request and route it through the existing workflows. Most of the organizations answer these posts as first come, first served manner, but you can choose to answer these according to your high value customers or may be high rated products. But whatever you choose, that should be based on business needs and not social media dynamics.

With the scoring mechanisms of social CRM, efficient and timely segmentation of actionable posts becomes easy. So, while managing service requests and taking proficient actions accordingly, you can also enjoy various other benefits of social CRM like platform flexibility, greater influence over conversation, better accommodating complexity of customer relationships and achieving deeper customer engagement.

Charu Mehta

CRM Consultant, CRMIT

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What To Monitor In A Tweet?

One out of every three Twitter users talk about brands in their tweets and that’s a fact. This is a good way to keep an eye on your brand. A tweet may look very small and even insignificant, but actually there are so many things that you can monitor in a single tweet. There is lot of business information that can be driven from this amazing social media tool. You can know a lot about your customer and their feelings by just carefully observing the tweets they write. Check out this picture, which talks about various things you can track from a single tweet.

There are various factors that can be considered while looking into a tweet of one of your customers or prospects and this can be mapped to your CRM data, as well. While Twitter not only works as an opinion poll, it also helps people to build an instant “backchannel”. And if your prospects are online most of the time, monitoring the tweets and responding to them promptly, can immensely help with business development and augmenting customer service.

Charu Mehta

CRM Consultant, CRMIT

Subtle Marketing

Today I was reading an eBook. It is released by a marketing company, specializing in Social Media. They have different monitoring tools to listen to what people are talking about you in various Social Channels, and act accordingly.

However, this eBook had nothing to do with Monitoring. Instead the book talks about how Pinterest, the newest ‘Social’ darling can be utilized by businesses. They were showing samples on how various companies are enjoying added traffic / eye balls because they decided to join Pinterest, or provide a way for their readers to ‘Pin’ their articles.

To prove that Pinterest is really useful, this eBook had lots and lots of screenshots. Very useful for someone new to this. I liked it.

But the best part is, all those screenshots had a text description like this : “This is a screenshot from our <<<>>>> monitoring tool”.

What a nice, simple, subtle, yet powerful way of marketing your product! The reader wants to know if Pinterest is really going to help them, the book provides proof that it is the case, at the same time also conveys an indirect message ‘If you want to confirm Pinterest is really working for you, go for our Monitoring tool. It works, here is the proof!’

Naga Chokkanathan

Director, Presales & Innovation, CRMIT

Be careful when you buy content for your website

I saw this interesting picture today in web. It shows how two insurance companies which are competitors to each other are using the same picture in their website. It is a small mistake, but looks ugly from an end user point of view and affects your online image.

(Image Courtesy: http://twitpic.com/8kzj03/full)

This is an important tip to remember, when you are choosing content for your website:

  • If you are buying photographs from a person or an agency, make sure they are not selling it to somebody else, especially your competitor
  • This may mean you are paying something extra for exclusive rights to use that picture, go ahead and pay it, this is a small price for your online image