Social CRM: what are the benefits and how to implement it in your company?

Nowadays most of the people in the world use the internet. It is known that users go online for an average of 2 hours and 30 minutes every day. This gives us an incredibly high percentage in term of time people spend surfing the internet. If we add up all the effects of the pandemic that began in 2020, users have increased their use of this service. Especially for online shopping and remote work.

With this, companies have created a very large database of all their customers, and potential ones. But it has become complicated to manage them in an efficient way. This is why special tools have been created precisely for this task. These are the CRMs, which help to manage, organize and give us a complete overview of our customers in social media and on the web.

In this article we are going to explain what social CRM is. Its benefits and how to implement it in your company. We will also give you information about a tool that can complement your social CRM and help you better manage your customers on social media.

What is a social CRM?

Social CRM is nothing more than the integration of communication channels that are commonly used with customer relationship management (CRM) platforms. In recent times and with the advent of digitalisation, CRM platforms are increasingly supporting social media alongside traditional channels so that customers can interact with businesses through their preferred channels. This means better customer service and greater marketing insight gathered from social media data and customer’s messages.

What are the benefits of social CRM?

A social CRM can bring great benefits to our business. To get a clear idea of this we must understand the difference between a normal CRM and a social CRM. A normal, or traditional, CRM is limited only to the interaction between a sales representative and the customer. While a social CRM collects all the information of our potential customers available on the internet to give us a complete profile of them, and thus have a better overview so that we can approach them in a better way. Additionally, they also integrate the most prominent social networks such as CRM for Instagram, CRM Facebook, CRM Telegram and CRM WhatsApp.

Now, we will share with you all the benefits of using a social CRM within your company to manage all your customers.

a) Close sales more easily

By using a social CRM you are optimizing the processes and methods used to contact and manage customers.You will no longer communicate only via email. You will also use the most common messaging apps used by our customers. Therefore, communication is more direct and as a consequence, closing sales becomes less complex.

b) Measure your customers in a deeper way

When a company invests in a social CRM, it invests in communication and measurement in a deeper way. This is because social CRMs are responsible for collecting information about your customers from anywhere on the web. Therefore, you will have a greater understanding of your leads.

c) You can better understand your customers

By having more information about your customers and understanding their tastes, preferences and habits you will understand your leads better. This will help you in using the information collected as a method of persuasion to convince them during in the sales process.

d) Obtain new clients

Managing customers effectively is very beneficial. They will perceive a clear and simple communication with your company. Additionally, using a platform that centralizes your messages will greatly benefit this aspect, since your customers will receive responsive messages with no waiting time. A good example of this is Callbell.

How to choose the right CRM for your company?

It’s not at all uncommon to ask yourself this question at any given time. Without a doubt, there are plenty of solutions out there that call themselves social CRM. However, not all of them are what they promise to be. Understanding this is extremely important, so you can find a suitable solution which allows you to connect multiple customer service channels and at the same time manage information, data and habits of your customers. It is extremely necessary to have a reliable tool that can cover all these needs.

There are many options out there, but based on the need of each company not all social CRM tools may be suitable. Here we are going to give you some points to consider when choosing the best social CRM for your company.

a) Collection

A proper social CRM can easily monitor and collect all the interactions a lead has with your company, competitors, or specific posts. This gives you a deeper level of understanding of your leads and potential customers.

b) Interaction

In addition to collecting interactions, a good social CRM allows us to interact with these leads through social networks without having to log in. This means that through our CRM we can easily interact with our potential customers.

c) Enrichment

Collecting data from all social networks allows for a greater enrichment of the information you manage for a specific lead. This is definitely a great benefit to consider when looking for a social CRM solution for your business.

d) Analysis

A good social CRM will allow you to analyze each prospect’s information individually. This data will help you achieve better sales and have a smoother process. It is very important to consider this when looking for a CRM solution for your company.

What tools can complement social CRM and achieve more sales?

Callbell is an essential tool when it comes to complementing your social CRM, you should keep in mind that this tool is perfect for social selling, which greatly benefits what your social CRM already does for your company.

A tool that can integrate the most interesting communication channels such as WhatsApp, Telegram, Facebook Messenger and Instagram Direct, and respond to all messages from a single place is extremely important. At the same time, it also offers a very interesting metrics analysis system for sales and support teams.

If you are interested in trying Callbell, click here.