360 degree customer view with Social CRM

360 degree customer view with Social CRM

Insight into customer experiences with your organisation, brand or product is a must when you want to increase the customer involvement. Correct and relevant information is crucial to excellent online customer service. Social CRM is the strategy, on the one hand, to add value to the daily dialogue that we have with the (potential) customer. On the other hand, offers new insights for innovative solutions, positioning, customer loyalty and acquisition.

Context is king, is what you hear more and more these days. Webcare is all about quick, correct and solution-oriented handling of questions, complaints and remarks. To support this process, we are launching OBI4wan The addition of Social CRM to the webcare environment. This module provides insight into conversation history and offers the context needed to provide an extra dimension via webcare.

One central place for overview and contact management

In dealing with a question or complaint, it is first of all important to know exactly who the customer is, what are data and which earlier contact moments have taken place. In short, a 360 degree customer view is needed to service optimising the wishes and needs of the customer.

How does it work?
New contacts are automatically stored in the CRM, where they are complemented by the contact details and freely editable fields. These fields can be provided through an API link with their own CRM package. Think of customer numbers or order details, which are normally requested for each conversation with the Webcare department. You Then link different accounts, such as a WhatsApp and Twitter account, so that relevant customer information can be displayed together. This provides an efficient advantage, because this information does not need to be re-requested in every new conversation.

Proper context by cross-channel view of conversations
Social CRM WebcareIn The Webcare environment, customer data is displayed in a clear profile. The conversation and its history are visible in a clear timeline. This gives you an insight into the context of a conversation, across different channels. When you are dealing with a question via Twitter, you may have an earlier call via WhatsApp new insights.

Inform proactively via mailing lists and groups
Social CRM also offers new opportunities to proactively engage in dialogue with the target group. This feature is ideally suited to inform about, for example, failures or new product releases, via Twitter, Facebook and WhatsApp. You involve the customer in a personal way, through his or her own preferred channel. Again, the 360 degree customer image is crucial to provide input for the dialogue. A completely randomly proactive message will not have the desired effect. On the contrary, it will be perceived as spam. Do you really Want To add value? Please Know Wélke information at wélk time is desired.

Link to CRM for additional information
You May not be active with (Social) CRM yet, but you may have a rich CRM system with a corresponding customer contact strategy. Through Advanced API Links, we bring together both worlds. On The One Hand, webcare conversations are enriched with relevant customer information from the CRM system. On The Other Hand, customer information is enriched with (history of) social conversations.

Would you like more information about the possibilities of Social CRM (or CRM integration) for your organisation? Feel free to contact us for a cup of coffee and our experiences.