February 2019

Integrating Social Media Strategy with your CRM

Social media is a large part of everyone’s lives in 2019. Almost half of the world’s population are using some form of social media (that’s approximately 3.03 billion people!). If you’re not using social media strategy as part of your CRM, you’re missing out on the potential to reach those people.

People are moving away from contacting customer services through other means, no longer wanting to wait on the phone in a queue (and who can blame them?). Now people prefer to contact their brands on social media, seeking faster response times from social media teams. So it makes perfect sense to integrate your CRM solution with your social media strategy.

Social Media – Everyone’s On It

So why use social media for your business? Simple answer is, there are so many people using social media as we mentioned earlier. Big brands are now encouraging their customers to contact them via social media or through chatbots that deal with simple questions (like a live FAQ).

With your CRM integrated with your social media channels and strategy, you’ll be able to store client data through interactions via social. The brilliance of this is that you can use that data to inform your social media strategy, helping you build a customer profile based on the demographics of customers interacting with you.

Efficient Customer Service

Efficiency, that’s what your customers want when it comes to their issues and queries. Now that you’ve built your customer profile and stored customer service data by integrating with your CRM, you’ll be able to solve most customer queries on the spot.

Not only will your customers be happier to contact you more easily through social media, you’ll also improve customer retention rates by achieving a quick resolution.

Find New Leads

Social media campaigns that excite people will bring in new leads, with 64% of online shoppers saying that a video on social media helped them decide to buy.

Using the data you gather through your CRM solution integrated with your social media, you’ll not only be able to identify who your customers are (that handy customer profile you’ve built) – you’ll be able to split your customer data in to different target groups. This way you can see which campaigns and times are most effective with which target groups, so that you can ensure your marketing efforts are reaching the right people and returning the most profit.

Do you want to integrate your Social Media Strategy with your CRM solution? Get in touch to request a demo of Lunar CRM, with extensive integration possibilities, or take a look through our website to find out more.