Connect Social Networks To Salesforce With Communicat-O - Communicat-O
Modern businesses are witnessing a rapid increase in digitally connected customers with sophisticated technology capabilities. On social media, they can consume and create content, reach out to people in their networks, spread goodwill and spoil brand reputation—all in a jiffy. Smartphones and social media platforms have simply transformed both the depth and width of customer interaction. Companies can no longer afford latency in engaging their customers. The solution is to connect social networks to Salesforce CRM and monitor social media channels round-the-clock.
This article discusses how Communicat-O makes your Salesforce customer relationship management (CRM) system social media-ready.
Salesforce Cloud CRM is a centralized hub that, among many other functionalities, helps companies manage customer data, run analytics on customer data for crucial business intelligence, and automate marketing, sales and customer servicing processes. CRM can also offer a snapshot view of customer engagement through traditional channels, like phone calls, emails and in-person interactions.
Popular social media platforms, on the other hand, are becoming thriving virtual spaces for people to collectively interact, share thoughts, ideas and opinions, and find information and answers to their problems. They mention brand names, share their customer experiences, suggest products, also persuade their friends against brands they are not happy with.
This is the reason every digital-first brand spends a good fortune on building and maintaining its social media presence. Even traditional companies are also investing in making their social media presence felt. Companies’ social media channels are key sources of customer queries, outreach and conflict resolution. So, it is natural and essential to have a convergence between a brand’s CRM system and its social media channels. As part of maintaining this convergence, marketers, customer service agents and sales teams juggle between their companies’ social network profiles, respond to customer queries on channels and manually update CRM with customer interaction information. This may require logging into multiple profiles separately, sifting through comments, posts searching brand mentions and taking corrective steps to resolve issues.
Fortunately, Salesforce makes it even easier to customize such convergence with their Social Cloud platform and authorized messaging tools, like Communicat-O.
Are you planning to connect social networks to Salesforce? Communicat-O is the Salesforce-authorized messaging tool that integrates your CRM with multiple social media platforms and chatting tools and enables you to interact with customers and prospects across platforms through a single unified UI.
Shared inbox in Communicat-O empowers marketing, sales and service teams to engage customers, partners and contractors with ZERO hassle. As a result, employees do not need to track public-facing social profiles separately.
The unique features of Communicat-O include,
Juggling between multiple profiles with different login credentials may cause attention lapses resulting in slip-up of customer messages, longer wait times for responses to customer queries and increased customer dissatisfaction. Communicat-O integrates all social media interactions within a single UI. This helps better engage with customers and minimizes the chances of not answering any query.
Communicat-O comes pre-built with a GenAI-powered chat assistant, mAI. It helps marketers, service agents, and sales professionals craft accurate and personalized responses for improved query resolution and conflict management. Besides, it also automates lots of routine tasks in customer communications, helping teams to focus their energy and attention on higher level interactions.
Customer engagement on social media is a dynamic process that requires quick action and even faster decision-making. Besides, understanding the performances of such engagements demands comparing them under measurable parameters. Communicat-O facilitates conducting real-time analytics and maintaining robust KPIs.
One of the most laborious and time-consuming parts of any social media campaign management is crafting bulk messages and formatting them separately for the brand’s different social brand channels. Besides, channels may have different restrictions on bulk communications and responding to such communications. Communicat-O, with its AI capabilities and tech integration, helps you handle multi-channel bulk communication in one click.
Customers may post both technical and non-technical queries through your social media channels. CRM team monitoring social media channels may not have the requisite expertise to answer every type of query. The usual practice is to share such queries individually with respective technical experts. But, the major loophole in such practice is the lack of follow-up mechanism for time-bound reply to respective customers. Many such technical queries remain unanswered, causing serious customer dissatisfaction. Communicat-O empowers teams monitoring social media interactions to assign conversations to experts and keep track of the same. It helps ensure the fastest resolution of technical issues and deliver the highest level of customer satisfaction.
Communicat-O is not just about the unified inbox and the ability to respond to social media messages from a single UI; it also offers multiple pop-up chat windows. This feature helps the customer servicing team multitask while working in any other section of the unified inbox, improving productivity.
An employee text messaging or responding to chat boxes with Salesforce may require taking notes or access to other productivity tools. Communicat-O comes with a cleverly designed ‘Utility bar’ for ready access to standard and commonly used productivity tools. This enhances teams’ functionality and productivity tremendously.
Communicat-O is the only mobile-ready multi-channel Salesforce social media integration tool that offers a complete array of social interaction functionalities at the fingertips of your mobile workforce. They will not require access to a laptop or desktop.
As a Salesforce-authorized mobile-ready multi-channel social messaging tool, Communicat-O empowers companies to unlock several business advantages.
One of the key benefits of connecting social networks to Salesforce with Communicat-O is the ability to have a centralized view of marketing initiatives and campaign activities. This unified approach to tracking helps marketers analyze performance, eliminating the need to go through multiple social media-specific analysis tools.
Integration of social media channels with Salesforce CRM using Communicat-O empowers your marketing, sales and servicing teams to engage customers across any social media channels. So, customers get a uniform experience irrespective of their choice of social media platform. Besides, it becomes easier for teams to ensure that important updates and responses reach customers accurately.
Unified monitoring of multiple social media channels using Communicat-O helps marketers and sales teams to keep track of brand mentions, keywords and customer sentiment in real time. This makes brand management more responsive, efficient and effective.
Social media-connected Salesforce automates capturing leads directly from social interactions, importing them into CRM, assigning them to respective sales teams and tracking conversion processes. This solves several problems related to manual data entry, loss of prospect information, and delays in lead processing and conversion. The result is improved sales productivity.
Customers visiting a brand’s social media channels and direct interactions with customers on social media generate a tremendous volume of data. Connecting social networks to Salesforce empowers companies to run analytics on such data and gather critical business intelligence. This helps strengthen customer engagement and enables faster course correction for marketing and sales campaigns.
Engaging customers on social media channels and customer relationship management cannot happen in silos. These two are convergent processes, and every digital-first brand deserves tools to connect social networks to Salesforce. Have you checked Communicat-O as a Salesforce multi-channel social media messaging tool? Contact Communicat-O for a demo.
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