If you're not using social media networks, then you're behind the times and are missing crucial opportunities by not listening to what customers have to say. If that happens, then you won't know what they need and that's not good customer service. Social media channels and customer relationship management just have to go hand-in-hand at this point.
Aditya Birla Minacs (News - Alert), a global business solution company realizes this and has chosen Salesforce Radian6 to power its social customer service solutions, miKnowledge and miConversations for a holistic approach to deliver enhanced customer service.
"Customers are reaching out to brands on social networks and it's imperative that your brand is there to engage with your online community," said Rob Begg, vice president of marketing at Salesforce Radian6, in a statement.
But what's so unique about Radian (News - Alert) 6? Well, Radian6's social media monitoring and engagement platform reportedly allows businesses to aggregate data and relevant information from various online communities, social networks and blogs. And, such information is invaluable as it gives customer insights about the brand, the company, its products and so on and so forth.
Like Radian 6, miKnowledge is also expected to mine valuable information that gives vital insight into customer sentiment and interactions that help product development and marketing. Positive or negative, viewing customer feedback on social networks is important.
The fact that millions of social conversations are conducted online helps provide companies with the social intelligence to understand what customers like, what they don't like, what they want and what motivates their buying decisions.
Minacs hopes to adopt a holistic approach to customer service by converting all this social intelligence into dynamic engagements that help organizations to bond with customers, engendering in the process customer loyalty.
Underscoring the importance of linking social media channels to customer relationship management, Greg Schryer, global sales and marketing leader at Aditya Birla Minacs, said, “Our aim is to lead the customer care industry in helping our clients to become social enterprises.”
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