Social CRM

Engage with your customers in meaningful ways

Why do I need Social CRM?

Integration of functions around the customer

One of the strongest elements of the business case for social CRM is the integration of business functions it allows, with sales, marketing and customer support all able to cooperate in an infrastructure based on the individual customer. But each discipline can also expect to see its own benefits

Increased loyalty and revenue

Sales teams can expect to see an improvement in retained and referred business, as customers become recommenders and advocates; and that leads to increased revenue. In a survey of Salesforce customers, 55% reported increased customer loyalty and 54% increased sales revenues.

Increased reach and visibility

Marketers can use social CRM to increase reach and cut costs, while improving customer tracking and measurement. In a recent Social Media Examiner survey, 89% of respondents said social media increased their brand’s exposure,while nearly half reported that spending just 6 hours a week on social media activity reduced overall marketing costs.

Lower costs and higher satisfaction

By tracking and managing customer contacts across channels and business functions, customer service teams can deliver dramatically better service. 79% of Salesforce customers reported improved customer service, and 63% increased customer retention – demonstrating that social CRM delivers real commercial benefits.

Humans are Omnichannel, seamlessly moving through offline and online spaces.

With Konnect Social CRM you can integrate online and offline touchpoints. Empower your team with one view of the customer.

Using Konnect Insights APIs you can push social data of the customer such as Tweets, posts, comments inside your CRM which could be Microsoft Dynamics or any other CRM. At the same time, you can pull data into Konnect Insights such as Membership ID, offline call history to offer more insights to your agents. Give your agents a 360-degree view of the customer before they respond

What makes us the best?

Queuing Features

Take a call center like approach for resolving customer conversations on social channels. If you have to deal with large volumes of data and still have to maintain a quick Turn-Around-Time, Queuing is ideal for you and all your agents. Smart algorithms ensure you address the most relevant ones’ first.

Define Workflows

Create advanced workflows for 2-level checks before you respond or rely on the tool’s automation for smart prompts to the agents or automated responses altogether. You have all the tools depending on your business needs. Define roles and permissions so you control who sees what and what actions they can take.

Agent Performance & Turn-Around-Time Reports

Detailed Turn-Around-Time reports at the brand level and also at an individual level increases accountability and helps you further improve on your productivity. Advanced features such as setting Working Hours, Pause Queue, Holiday Master, Work-In-Progress gives you reports at granular levels.

Auto classification, Auto Assignment

Set rules to let the tool automatically classify (also called as categorize or tag) the conversations. Classifications can be created for each Topic or a social channel and can have sub-classifications. Make the most of our dynamic reports to identify which product categories are being spoken the most and what’s the sentiment.

Social CRM Tool Checklist

Response Management

Query Resolution

Automated Assignment

Agents Performance

Maker Checker Processes

Access Roles

One Ticket View

Queuing

TAT Reports

Know why our customers think we’re the best

Request a demo now

Request a Demo

Business Impact

Improve Response
TATs