Social CRM Etiquette: Tips for Easy Riding with Customers
Social media have expanded the boundaries of people’s world-view and adhere business practices greatly. Nowadays companies have fought the challenge of making cold calls to the strangers and take the vantage of social CRM applications. This software enables the direct access to the unprecedented amounts of information on customer preferences and behavior.
It goes without saying, social media plays a vital role in our life, yet the requirements to the development of personal and professional profiles are varying. If you want your company to live up to its fine reputation, you should be aware of the social CRM etiquette rules.
Importance of Direct Communication
Apart from improving the ROI levels, business owners use the social media as the ultimate tool for interaction with customers. It also influences the brand image and has a long-lasting impact on further relationships with prospects. Companies acquire a new role of the listener to the client’s needs. Thus, they should consider the content and language of the messages, as well as tailor their posts to the social network demands.
Bad news and mistakes in social media travel very fast. It is highly advisable to preserve to the regulations of social CRM etiquette. Using the profile for aggressive promotion of the product or service may end in the abundance of negative comments and a spoiled reputation.
During the promotion campaigns, you should select your targeted audience thoroughly to avoid spam labeling. If your messages are
- have useful content, and
- relevantly posted,
you are destined to succeed at this project and increase the number of existing customers.
Every business has a strategy and objectives. In case, you decided to create a social media profile for your company, map out a detailed plan of its realizing. So, prepare the themes, possible questions and answers, as well as define a person who will be in charge of customer communication. This will help you to control and forecast the potential troubles or misunderstandings.
To make the interaction with prospects more personal, you may incorporate the company’s values and create a unique style of communication.
Make sure that your profile has no empty fields and update your developments and advancement on your official page. Announcing such information on social media may be perceived as company’s detachments from the audience.
Separate the conversations and sales messages. If you ignore the customer’s needs, you acquire a rather untrustworthy reputation.
Set up criteria for comments. Your company aims to be approachable, but don’t put up with abusing comments and irrelevant questions.
The single profile and strategy wouldn’t work for all social networks, as long as they have peculiar regulations and policies. So, it is better to adjust your profile to these requirements.
Social media are like a full-time position that obligates its users for constant updates, as well as has its own policies and requirements. Here are some tips on social CRM etiquette that will help you to optimize your profile in the most popular networks.
- Facebook: Connect More Efficiently
As long as Facebook is the most visited social network, you may update your profile with new posts several times during a day. And you also should use the second person (We are glad to announce) talking about your company.
You are obliged to respond to good and bad comments as well. First of all, you should inform and broaden knowledge of your customers, and then spread your products or services.
- Filter and Distribute News with Twitter
With Twitter, you can employ a fast and easy communication. However, you should be careful with ‘followbacks’ and share too much personal information. Your messages must be creative and short to other users could retweet your post. It is also advisable to put your company’s logo as the avatar this will allow people to have some references to your brand.
- LinkedIn for Deep Insight into Performance
Linkedin is a social network for presenting your company and you as a professional of a particular area or industry. This is a place for information sharing about the advancement and innovation in certain industries, but not a medium for promotion your business. Your request should be personalized and explained why you are willing to join the contact list or the group.
- Picture Your Business with Pinterest
This social platform allows you to curate your content. Your pictures should be ‘pinnable’ directly from your site and have a good quality. Remember to link back to the original source and don't pin pictures that have anything in common with your content - it will be treated as spam.
- Google Plus: Effectiveness for B2B
Google Plus is a social platform that is focused on professional engagement. You can divide your followers into some circles and share specific information with each group. As well, you may format your posts and make them more readable. Another peculiar feature of this network is when you add some message, you should comment it by yourself at first.
- Instagram: Publish Your Story
Instagram opens the opportunity to choose a theme and post a set of related photos or pictures. This approach will make your campaigns more fascinating and engaging. Yet, you should remember to ask for permission if you are willing to repost someone’s photo. Be moderate in the number of your posts and hashtags in them.
Several Words to Conclude
As you can see, social media have advantageous side and slight drawbacks that can be easily overcome if you stick to social CRM etiquette. The pieces of advice about developing your profile in these networks show you what actions you need to avoid for successful social live of your company.
P.S. You use traditional CRM, but want to switch to a social CRM? You are welcomed to use the automated service Trujay. It may transfer your data in a swift, direct and automated way. Run a free Demo Migration and make sure there is no human interaction or coding required.