Social CRM: What is it and its core benefits for small business

Businesses of all industries use social media and message apps as important ways to connect with clients. Compared to more conventional email and phone calls, these communication channels provide several advantages, including high degrees of personalization and engagement, which is crucial for success in the small business segment. There is no doubt that using these tools in digital marketing helps to increase the reach of potential customers since messaging and social media apps have a combined audience of more than 4 billion users. And here CRM for messengers provides invaluable help.

Thanks to the extensive support of social media channels, Social CRMs provide a comprehensive set of tools for businesses to streamline customer communication across a variety of platforms, including Instagram, Facebook, Twitter, and others. Also, such systems help to obtain thorough and up-to-date information about how the general public feels about the brand, the effectiveness of every communication channel, and the performance of every team member who engages with customers on social media. In the article, we’ll explore Social CRM’s benefits for business and how it works to fit the needs of digital marketing.

What is Social CRM?

A customer relationship management system called Social CRM includes added capabilities for comprehensive assistance and social media channel integration. Advanced integration with messengers and social media allows companies employing Social CRMs to benefit from all modes of communication and analyze the results of their work. As a result, they take their customer communication to a whole new level, standing apart from competitors and gaining trust that converts into new clients and long-term customers.

Advantages of Social CRM

The following are the main benefits a small business can get from using Social CRM:

  • Higher interaction speed. Social media platforms give companies a convenient option to communicate with customers in real time. With the aid of Social CRM, a company’s rep can engage in multiple conversations with customers within a single interface.
  • Enhanced customer support. According to polls, the majority of consumers believe that contacting customer service using instant messengers is the most practical choice. Social CRM provides an effective way to chat with a client in a familiar environment at a pace comfortable for them. Also, because most messengers support photo, video, and file sharing, contacting customers through them makes it easy to showcase products or exchange necessary documents.
  • Being always in the loop. Social media monitoring provided by Social CRM makes it easy to identify brand-loyal clients to reward brand evangelists, gather positive feedback on a company’s goods or services, or quickly assist customers who share their negative experience online to downplay any long-lasting impact on the brand’s image and make business more customer-oriented.
  • Improved presence on target audience platforms. Social CRM offers practical solutions for planning and streamlining interactions with clients on the platforms where they are most active. All of these improve client relationships and foster greater loyalty.

One of the most crucial channels for a company to attract new customers and keep in touch with current ones is social media. A set of specialized tools, such as a Social CRM system, helps make this process as effective as feasible. Social CRMs, in contrast to traditional CRMs, are more centered on two-way interactions with customers and offer tools to track sentiment toward the brand, maintain a unified database of clients, and contact them in real time across numerous platforms.

There are fewer social CRM solutions on the market than traditional customer relationship management systems, but the growing demand is likely to change the situation soon. If you’re a small business owner looking for a way to integrate messengers and social media with CRM, consider Umnico — an omnichannel communication platform with an appealing price and user-friendly UI. The platform combines tools for client communication across messengers, social media, chats, and email within a single window with key data on the performance of your employees and the activity of your clients, as well as traditional CRM functionality: a sales funnel, task manager, and automation tools. The capabilities of the platform can be evaluated during a free trial period before making a decision to buy a subscription plan.