Social media has changed the landscape of how businesses do CRM. Social sites have provided a different kind of medium for companies to interact with their customer base, so much that is has taken on a life of its own. What was once just CRM is now social CRM, and by extension now businesses deal with CRM on the mobile level.
When it comes to mobile care apps, one specific challenge companies face is communication. Specifically, communication isn’t something necessarily that is done in-app, however, answering this challenge is doing just that: enabling communication straight from the mobile care app.
A blog from Hold-Free Networks discusses this very phenomenon – that the killer mobile app confusion can be solved with this very simple solution. The benefit here in regards to social CRM is channel control, meaning there isn’t a whole lot of app hopping to get what is needed; it’s all done in the same place.
Another added benefit is the elimination of resolution limbo. With contact center overlay technology, media can be forwarded from within the app – kind of like an app help button – giving customers the help they need right there, in the moment, straight from the app.
With intelligent routing, gone are the wait times that customers usually have to endure and present is the accuracy of getting a skilled agent to the customer without having to redirect multiple times, thus losing the customer’s faith or, worse, business.
Customers love social media. It’s effective, convenient and it’s fast. As customers flock towards socializing with the places that they do businesses, businesses are also feeling the pressure to be where their customers are. That place is commonly within a social site, or, in specific cases, in applications.
Social media holds unparalleled potential for companies to get closer to customers and, by doing so, facilitate increased revenue. By offering effective communications tools to the customer, like providing in-app help and tools, businesses are more likely to thrive in a social world.
To find out more about Hold-Free Networks visit the company at ITEXPO West 2012. To be held Oct. 2-5 at the Austin Convention Center in Austin, TX, ITEXPO (News - Alert) is the world’s premiere communications and technology event. Visit Hold-Free in booth # 519. For more information on ITEXPO West 2012 click here.
Edited by Stefanie Mosca