Enhancing Customer Experience with Social Media Listening

We live in a connected world where people can quickly exchange information using digital technology and social media platforms like Twitter and Facebook. As such, enterprises can leverage this opportunity to build a long-lasting relationship by directly communicating with their consumers. However, there are high chances of consumers posting negative feedbacks or comments about a brand due to bad experiences which could hamper its image on a global scale. Search Engine Watch published a recent study, which indicates that over 72 percent of the consumers expect a quick response from the brand within an hour or less, which is not always possible due to high volumes. But, with a customized CRM application with social media listening feature, companies can handle business on social media without having to worry about anything.  

Why are quick responses important?

With a quick response, brands can control consumer emotions and diffuse the situation efficiently. Starting the conversation politely can also resolve issues without it turning ugly on social media. The biggest advantage is that consumers can start trusting the brand and rely on them for any issues regarding the service or the product. Quick responses will let customers know that they can reach out to the customer help desk any time, which builds a strong relationship between the two parties.

Benefits of having a CRM

Manually monitoring social media could be very difficult as the volumes are very high. Brands need an effect CRM to handle their social media platforms. To be impactful, the CRM system needs to encompass an efficient integration, automated assigning, a clear and concise dashboard, an escalation mechanism and an integrated reply with suggested options. With this, brands can maintain their online reputation promptly without having to worry about the platform or the type of comment.

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