You can improve customer experience and increase customer satisfaction by making it easy for customers and prospects to contact you, and to communicate with you on their terms.
Oracle CRM On Demand is a vital tool
Oracle’s CRM On Demand SaaS application brings together the various parts of a communication strategy into a single interface. CRM allows companies to gain a single view of the customers across marketing, sales and service.
Oracle has incorporated social media connectivity into their CRM On Demand application to ensure your team has a single view into the communication preferences of your customers and prospects.
To find out more about how Oracle social media connectivity can add value to your business contact CRMNow today.
The business challenge of telephone, SMS and Email in striving for Customer Service Excellence
With the arrival of the internet, email and SMS, the ability for more effective ways to reach your clients and prospects has become considerably easier.
We could even add twitter to this discussion. Next time you have a bad experience with an airline, just tweet their name and see how quickly you catch their attention. How does this happen? Smarter companies employ “Twitter Administrators” or perhaps more accurately “Social Media Administrators” to scour the Internet for comments that show their business in a less than favourable light.
How can you benefit From these communication tools?
Bringing each of these communication channels together requires:
- Planning
- An understanding of your customer base
- A technological platform to support each of them in a single access point for your staff
There are many online resources to help you incorporate these tools within your customer service strategy. A good start is www.mashable.com.They bring together news and tips from social and digital media, technology and web culture.
The Mashable team identify six steps to a successful Twitter strategy:
- Understand why Twitter is an ideal customer service platform
- Track the ENTIRE conversation around your brand
- Make customers aware of your presence
- Respond quickly and transparently
- Be engaged in the conversations
- Be authentic
Twitter is just one tool to help you with your customer service strategy. Combined with email, telephone and SMS you can begin to help customers and prospects determine how they want to interact with your business.
Empowering your people to meet your customer’s expectations
Once you understand how your customers and prospects want to communicate with you, you must work out how to empower your people to meet your customer’s expectations.
Measurement is important
Failing to measure anything is planning to fail. Measuring your Social Media interactions is as important as any other process within your business. The added benefit of electronic communications is that you can also uncover when, where and how your company is being contacted. Call Centres have benefited from a similar ability for more than twenty years.
However, IP address details and other similar identifiers help you to build a much richer profile of your customers and prospects. On Demand Marketing from Oracle can help you track the ‘digital footprint’ of anyone interacting with your website or responding to e-mail campaigns.
Capturing this information in a single location can help your staff have a much richer view into your customers and prospects’ activities, and help you determine if they’re exhibiting buyer behaviours. Remember, measure, measure and measure some more.
5 Key Points for Execution
Review each of the following points to help determine how best to execute a multi channel communications channel within your business.
- Learn how your customers and prospects want to communicate with you
- Consult with your Sales, Marketing and IT teams on the preferences you have uncovered from your customers and prospects.
- Ensure your team have the right tools to respond to your customer and prospects according to their preferences
- Train your Customer Service teams to be aware and sensitive to the communications standards of Twitter, Facebook and other social media mediums
- Establish measures to uncover the real benefits to your customers, prospects and customers
Let’s Talk Today
To find out more about how Oracle social media connectivity can add value to your business Click Here to contact a member of the CRMNow team today.
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