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Do's and Don'ts of Social CRM

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Guidelines to boost your social CRM and enhance customer experience. Understand the kind of expectations your customers have and how you should deal with the same.

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Do's and Don'ts of Social CRM

  1. 1. D O ' S & D O N ' T S O F S O C I A L C R M
  2. 2. Keep an eye on what’s happening Align your brand messaging Respond quickly but carefully Talk like a friend Drive conversations off the wall Know your returning customers Provide solutions not promises DO'S
  3. 3. 1 KEEP AN EYE ON WHAT’S HAPPENING Great CRM comes with better social monitoring. Keep track of what your customers are talking about you. Identify complaints, and queries and respond to them in real time.  D o ' s & D o n ' t s o f S o c i a l C R M
  4. 4. 2 ALIGN YOUR BRAND MESSAGING Make sure your customers are not confused about your brand. Maintain consistency in  brand messaging across departments, e.g. marketing and customer support.  D o ' s & D o n ' t s o f S o c i a l C R M
  5. 5. 3 RESPOND QUICKLY BUT CAREFULLY Brands nowadays are battling to achieve lowest first response time. While doing so, it is important to ensure no errors occur, grammatical or conceptual,.  D o ' s & D o n ' t s o f S o c i a l C R M
  6. 6. 4 TALK LIKE A FRIEND Be the friend to your customers who listens to their woes as well as comes up with the best solution. Empathize with them and solve the problems to leave a better impression. D o ' s & D o n ' t s o f S o c i a l C R M
  7. 7. 5 DRIVE CONVERSATIONS OFF THE WALL Reduce negativity on your wall by driving complaint related conversations to direct messages. Provide quick solutions to avoid returning complainers.  D o ' s & D o n ' t s o f S o c i a l C R M
  8. 8. 6 KNOW YOUR RETURNING CUSTOMERS Enable data recording to ensure you do not make your returning customers repeat themselves over and over again. Achieve customer delight by adding a personal touch to your messages, with pre-recorded data. D o ' s & D o n ' t s o f S o c i a l C R M
  9. 9. 7 PROVIDE SOLUTIONS NOT PROMISES Quick response is good, but providing quicker solutions is a must, to ensure great CRM. Simply promising a solution and not providing it only adds to the count of angry customers. D o ' s & D o n ' t s o f S o c i a l C R M
  10. 10. Don't be rude, even if you are right Don’t keep the complaints on the wall Don’t push on a deal Too casual is not good! Don’t use a bot for all purposes DON'TS
  11. 11. 1 DON’T BE RUDE EVEN IF YOU ARE RIGHT Sometimes your customers come up with unreasonable demands. You can definitely say no but don't forget to be polite. However angry you are, stay calm and don't be rude.  D o ' s & D o n ' t s o f S o c i a l C R M
  12. 12. 2 DON’T KEEP THE COMPLAINTS ON THE WALL This doesn't mean, you delete the complaints that have already come in. The trick here is to keep the wall clean by diverting conversations to a direct message. Add a link to prompt your customers to DM you instead. D o ' s & D o n ' t s o f S o c i a l C R M
  13. 13. 3 DON’T PUSH ON A DEAL We completely agree with the fact that every engagement is yet another opportunity for a new sale. Yet, we recommend you do not push a deal on your customers/prospects. This'll just leave you looking desperate and annoying! D o ' s & D o n ' t s o f S o c i a l C R M
  14. 14. 4 TOO CASUAL IS NOT GOOD! Of course social media is supposed to be casual, but when you are representing a business, it is best to stick to the brand's language standard. A few jokes and sweet words now and then doesn't harm, but be sure to use them at the right moment.  D o ' s & D o n ' t s o f S o c i a l C R M
  15. 15. 5 DON’T USE A BOT FOR ALL PURPOSES Bots are great to send those canned responses and to help you achieve a low first response time, but nobody likes those default "sorry I don't understand" templates. Use AI driven bots to switch to humans wherever necessary.  D o ' s & D o n ' t s o f S o c i a l C R M
  16. 16. I F Y O U H A V E Q U E S T I O N S ,   C O M M E N T B E L O W ! Visit our website: Connect with us: twitter.com/simplify360 www.simplify360.com facebook.com/simplify360

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