Social CRM
Cultivating customer relationships in social media requires a focus on conversations as well as transactions.
Radian6 now brings users a social CRM solution to integrate with the SalesForce.com service cloud. Social media, customer support, and sales teams can use these capabilities to associate and cross-reference social web content with customer and prospect information.
Some of the benefits of the integration:
- Enable social media and community teams to see a customer’s entire service case history from the Radian6 dashboard, providing context for outreach and engagement
- Build new contacts, leads, or service cases and push them to the sales team for follow-up actions to streamline workflow
- Link social properties like blogs or Twitter accounts to existing CRM contacts, or create new contacts or leads from social properties discovered through monitoring
- Automatically capture social conversations mentioning your brand generated by your customers or prospects in social media
- View your team’s engagement notes from the Radian6 dashboard within each customer or prospect record
SalesForce data is also incorporated into Radian6’s comprehensive analytics and reporting. Using the River of News, you can filter and segment content by Salesforce leads, contacts, or cases. See and report on how much of your brand conversation is being generated from your customers, understand if your leads are also chatting up your competitors, and identify and funnel new prospects into your pipeline quickly and easily.
Enhance and streamline your customer support, too, by addressing and tracking support issues as they’re happening in social media channels. View open cases, track their resolution, and share all of that critical information and status across your internal teams.
