Go Social with Vtiger: Find New Opportunities, Better Serve Existing Customers, and Provide Social Customer Service

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"Thank you for holding. Your call is important to us. Please continue to hold, and the next available agent will take your call." - According to a survey by Time magazine, more than half of American callers wait 13 or more hours each year when they contact companies for customer service. They live a little slower in email, with slow responses, inadequate information, and "no response" emails.

Just a few years ago, customer-business taiwanese number interactions were hidden behind the curtain of business systems, with customers unable to do much more than wait, sometimes only hoping for answers to their questions, and with little recourse when the business chose not to respond. Since then, social media has made these interactions public, amplifying customer expressions of frustration and good experiences through channels like Twitter and Yelp, and the impact on businesses has been significant.

The best brands have been quick to notice and exploit the power of this visibility. According to informal learning conducted by the BBC, companies with a social media presence are now both more likely to respond and quicker to respond when tweeting rather than emailing. However, for every company that uses social media and does so effectively, many more choose to avoid it or take a too casual approach to social media.

20% of people consider long wait times to be the most frustrating part of interacting with companies ( a survey conducted by research company Maritz, approximately 70% of customer tweets go unanswered). Unanswered tweets create a perception of inattention to customer needs and can damage a brand in the eyes of direct customers and the thousands of people who turn to social media for opinions and ideas. Thus, with the rapid rise of customer popularity, social media has gone from a nice-to-have to a necessity to provide excellent customer service. Marketing and sales excellence now also depend on social activity.

Whether it's support, marketing or sales, the new Vtiger social integration has tools to help organizations identify and focus on what matters, engage faster and measure impact.

Support: Providing a more reliable and faster social service
Customers are turning to Twitter for support, and more than half of them find response times of over an hour unacceptable. With 60% of those who are unhappy taking “unpleasant action to express their dissatisfaction,” it’s critical to reduce response times.

However, responding to a tweet within an hour requires both constant monitoring and tools to respond quickly and effectively. This is where Vtiger comes in.

Turn Tweets into Tickets + Contacts
When a support team member receives a call, they create a ticket. When they receive an email for support, they create a ticket. With a social CRM, when a tweet is received that needs to be addressed by the business support department, it can be converted into a ticket. This ensures that it doesn’t get lost in the fray, no matter how much customer engagement is required.

Explore customer stories in seconds, not minutes
When it takes minutes to collect customer stories and find an effective answer to questions, you’re doing something wrong. That’s what happens when tweets, support tools, and customer stories are shared between apps. Vtiger connects tickets to customers and lets you search stories in one click. That means time spent solving problems, not collecting information.

Marketing: Strengthen Your Brand and Find New Sales Opportunities
Mention notes that more than 30% of all mentions are your company name or product name, excluding the company name on Twitter and missed in tweets excluding @ mentions, can be very easy for your marketing or support departments. This means that the number of missed tweets is actually the number of missed opportunities and / or the number of unhappy customers. Therefore, it is very important to track tweets that are not addressed to you.

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Market Research & Competitive Insights
My Search Streams An option in the Social module allows marketing teams to search and follow conversations, hashtags, competitors, and other items of interest through streams. This means you see a relevant news feed that includes conversations about your products, competitors’ products, or industry trends.