5 tips to support your brand via social media monitoring. Tip 5: Tap your CRM

Social media support is most valuable when integrated into your CRM with other channels in the contact center. Yesterday’s Tip 4 explored personalizing responses. Our last tip in this Best Practices series, Tip 5, follows:

Tip 5: Bridge the gap between social media and traditional channels with your Customer Relationship Management (CRM) system.


Social Media Customer Care can be complex, but is necessary. About 47 percent of consumers ages 18-34 have complained on social media about a brand’s customer service, according to Microsoft. That compares to 29 percent across all age groups and 12 percent of consumers ages 55 plus. With a structured approach and a focus on key brand elements, organizations can establish a comprehensive channel strategy and consistently deliver an exceptional experience to their loyal customers.

See our next Best Practices blog series on Monday.

Categories: Best Practices