When it comes to CRM, getting social can have an impact on traditional CRM, particularly in how companies interact and talk to their customers. There isn’t a heck of a lot going on that isn’t tied in with social media these days, so a lot of customer care departments are jumping on the social CRM bandwagon to offer newer ways to help out the core of their business – their consumers.
Of course with a lot of call centers and contact centers still relying on legacy systems to run their daily operations, going social isn’t always an option. With the changing landscape of technology, managing telephony changes in addition to customer interaction changes is a bit of a challenge.
That’s where Hold-Free Networks comes in.
The company’s products and services can work with legacy systems and bring them up to speed so that contact centers can take advantage of the newer methods of customer care – namely social CRM. What the solution provides is an “overlay,” meaning it can, as the name suggests, overlay legacy systems and make them work like new without the added cost of expensive upgrades.
Hold-Free includes four modules: Service, Secure Messaging, Social CRM and Security – all of which can be implemented without augmenting or displacing legacy contact center systems. Hold-Free plug-ins and APIs are available for smartphone apps, websites and social media pages.
Ventana Research highlighted Hold Free Networks’ products that do just that – offering businesses products and services that can be added to existing systems in an effort to bring their communications systems in the here and now.
Social CRM is a powerful online tool that will allow any business to provide a high level of customer service and integrate personal information from social media. By identifying new opportunities, having better insight to customer feedback and reaping the benefits of saved money, social CRM is the optimal tool in the latest customer care trends.
Edited by Braden Becker