It is important not to overlook the value of social CRM, as it can significantly enhance your operations. It is particularly important given that a lot of employees work remotely. Now, thanks to social media, you can use CRM to address customer requests from just about anywhere.
Internet of things
You may not realize just how many devices you have that are connected to the internet. Given that the number of devices with internet capabilities will expand in the near future, you must make sure you use an advanced CRM system that will connect directly to IoT feeds. Then, you can use the information you collect to better meet the needs of your customers and clients.
There are plenty of examples of devices that people have at home that connect to the internet. This goes beyond their mobile devices and desktop computers. A few examples include:
- Home appliances, such as washers, dryers, and refrigerators
- Wearable health monitors, such as devices that can track heart rate and blood pressure
- Cybersecurity scanners that are responsible for protecting all of these devices
If you have a CRM program that can connect to these devices, you have access to powerful insights regarding customer behavior. Then, you can use the information you collect to improve the quality of your customer service and create a personalized marketing campaign to address your customers’ needs.
You might even want to use a CRM program to proactively detect performance issues with products and services you provide and address them before your customers get upset.
One of the biggest trends that is developing is the growth of conversational user interfaces. Usually, this is shortened to conversational UI, and this means that it may be difficult for you to tell the difference between an automated agent and a live person.
Customer service is more important than it has ever been in the past, but you also need to make sure you save time when you can. For example, you might want to use a chatbot that can help address simple customer complaints while escalating ones that require a personal touch.
Because CRM strategy is improving, you should expect to see conversational UI moving forward. For example, you might want to employ an automated machine that can recognize when customers are not getting the answers they need. Then, the robot can automatically escalate the issue to a salesperson or customer service agent quickly, allowing users to get the answers they need while still saving time.
If you want your business to remain at the forefront of your industry, you should take full advantage of conversation UI. There are software programs that can help you with that, and it could make a significant difference in your ability to meet the needs of your customers.