Twitter has revolutionized the way brands engage with audiences across the world. It’s inclusive algorithm lets you identify and reach out to numerous customers across the world, thereby increasing brand awareness and engagement in leaps and bounds. According to a recent study, Twitter was one of the most lucrative outlet when it comes to increasing website visits through social media. The fact that tweets appear everywhere irrespective of whether or not a consumer is associated with your brand helps this cause, and the added SEO juice it brings is just the cherry on top.
But the true benefit of Twitter lies in how it helps businesses offer world-class customer service. Customer experience has cemented itself as the number one priority to drive business growth and businesses left, right, and center have hopped onto the bandwagon, making customer service an absolute necessity for companies looking to float. But how do you make the most of Twitter and its capabilities to ensure it makes a positive impact for your business? Well, with a Twitter Integration with SugarCRM.
Social CRM is no secret, and you can take a look at our comprehensive take on Social CRM and its benefits. But for today, we’re going to focus entirely on how a Twitter Integration with SugarCRM can help you revolutionize customer support and consequently improve customer experience. Let’s begin!
Quick Response Time
The constant mainstay in every customer experience strategy is the response time. Integrating Twitter with your SugarCRM will help you churn out all brand mentions and conversations inside your SugarCRM, from there you can automate a number of tasks i.e. initial contacts via direct messaging, replies, and more to improve your response rate. Let’s say someone has a below average experience with your brand, integrating your Twitter with SugarCRM will help the latter track and identify when a user talks about your brand and help improve the customer experience. This information will be fed through SugarCRM to you in real-time and you can then take necessary actions to retain or reward the customer based on the situation. You can also use chatbots to automate this initial process if you’re serving to a range of audiences. In this particular case, the chatbot takes care of the customer by analyzing his problem and giving him the satisfaction of knowing that the brand took the issue under consideration. While the chatbot contains the customer, you can work on finding the right solution to his problem. However, if you go about doing this without integrating it with your SugarCRM, you’d have multiple queries every minute and absolutely no mechanism in place to organize and deal with them.
Monitor Brand Mentions and Engagement
With SugarCRM, you can fetch out brand mentions, keywords that are associated with your brand, as well as phrases and comments. This might not seem so much but when you factor in the fact that these mentions could be in the hundreds of thousands, you begin to see the picture that all this data could be directed into the CRM to find meaningful insights and details about customers and their experience with your brand. Perhaps some customers might be having an issue with your website layout, which is something your web team might not consider as an issue. Monitoring these conversations and mentions of your brand can help you identify issues with your product, services, and support that you might otherwise be oblivious to.
Connect with Influencers and Brand Advocates
You can also use all this customer data to good use by identifying brand advocates in your customer base. These are everyday people who are regular users of your products and services. With meaningful insights into their behaviors, you can up-sell and cross-sell to them in ways that seem natural and convincing. You can also monitor industry experts and leaders and engage with them in real-time when they mention your brand.
Over to You!
Twitter Integration with SugarCRM can help you make considerable strides in your attempt towards a more improved and inclusive customer support and experience. The features of this integration highlighted above make for a compelling case in this regard. As 2/4th of the customer base find their footing on social media, it’s only logical that you put a system in place that lets you gather insights in your customer’s perception of your brand.