social crm for e-commerce companies
TRANSCRIPT
Social CRM for
e-Commerce Companies
Quick and Timely Replies to Customers
Crisis and Reputation Management
Relationship Management
Integrating Social Media Data for better CRM
Benefits of Social Media for CRM in e-Commerce
It is impending for
brands to
differentiate
themselves and
Firms today have
recognized the
need of connecting
with their
customers online
"42 % of customers complaining on Social Media
expect brands to respond within 60 minutes”
Customers prefer social Media channels to
get their solutions instantly than going
through a recorded voice to reach the
customer service executive.
Quick and Timely response by
e-commerce giants on popular Social
Media Channels like Facebook and
Online customer service and brand
building is easy, cheap and extremely
rewarding if done right.
If you fail to give the expected results or
if one of your moves backfire, the firm
may even land up paying a few million
dollars and yet not be able to erase the
digital footprint.
Hundai Apologized For Car Ad Depicting
Attempted Suicide
The biggest damage that was caused to Hundai was the fact that famous
bloggers and writers picked up the mistake and started criticizing it. This led to
a lot of bad name for the company.
Hundai’s apology: http://www.forbes.com/sites/matthewherper/2013/04/25/a-hyundai-car-ad-depicts-suicide-it-is-so-wrong-i-cant-embed-it-in-this-post/
Digital Media blunders: http://simplify360.com/blog/5-digital-media-blunders-avoided/
Monitor across Social Web
Analyze the sentiment and trends of social media conversations
Segment conversations into various business units and get in depth
information
Discover the influencers
Reputation Management: Around 92% of businesses indicate that social
media is important for them •
91% of e-commerce retailers saw a lift in their SEO
rank through social referrals
-Source: shopsocially.com
Regularly Promote your
Brand through region
specific CAMPAIGNS and
increase the reach
Context based Engagement like
Food recipes during the weekend
This post of Amazon grabbed:
60,187 views
586 likes
253 shares
Relationship Management
Timely Event driven campaigns to engage
Customers thereby capturing their interests
and keeping them hooked to offers
Poor online customer service from major and most known marketers and customer reactions for the same on Social Media
Dominos
Flipkart
For more Details: http://techcorplegal.com/Blog_Technology_Law_Business_Research/2013/04/15/how-to-keep-customers-happy-in-online-business-e-commerce-case-study-wear-your-opinion-wyo/
Creativity with the right blend of
humor brings personal touch and
increases Customer Satisfaction.
This helps bring you out of Crisis
encountered due to Automated
mails/messages
Integrating social data with all your business data
is the best way to keep yourself focused on your
social media strategy
Profiling the Customer Database with the social media data
helps to have better segmentation of customers and helps to
carry out targeted marketing campaigns
Regularly monitor your influence, engagement and performance on
Social Media based on sentiment, intent and priority
Social Business
Intelligence
www.simplify360.com
Simplify360 is the leading social business intelligence firm. Offerings include: •Social Marketing Suite for agencies •Social Contact Centre for BPOs •Social Command Centre for Enterprises We enable businesses to perform Online Reputation Management, Customer Service, Community Management, Social Media Research & Brand Auditing; Online Sales Lead Generation, and Consumer Sentiment Analysis.
Author: Suhas J, MYRA School of Business, interning at Simplify360
THANK YOU