How do Malaysians take advantage of Social CRM?

Definition of social CRM? 

Social CRM, which stands for Social Customer Relationship Management, has been a long-standing, reliable tool used to engage and interact with both existing and prospective customers. No matter if it’s on the phone, SMS, emails, or what’s most relevant today, social media messaging apps, social CRMs offer effective solutions and strategies for sales, marketing, and customer support.

According to Statista, Malaysia has the 2nd most active social network penetration in the world with 30.25 million social media users as of January 2022, reaching 91.7% of the local population. This just shows how important it is for businesses to leverage various social media platforms to connect with this large pool of online audiences.

The advantages of social CRM for Malaysian businesses

Although it may take some time and effort to manage a few social media accounts, we now know a social CRM will be the most helpful for optimising work efficiency. 

Still doubtful? Let’s take a look at a few benefits of using social CRM.

Increase sales and conversions

Upon analysing the customers’ purchase behaviours using the detailed data acquired from analyses on social CRMs, businesses can carry out accurate refined targeting campaigns. As a result, customers and prospects can be engaged better, not to mention that they can communicate with your brand on whatever channel they prefer. 

Furthermore, by prioritising and ranking Marketing and Sales Qualified Leads (MQLs & SQLs) based on various needs and conditions, the sales team can build the momentum to steadily convert interactions to sales for huge conversion rates. 

Gain more insights based on analytics

No more switching between tabs and windows. With a social CRM platform, team members in the customer support team, sales, and marketing can all see the analytical data clearly at a glance. Bounce rate, reply rate, and the amount of time your brand’s audience spends on each of your website pages are all critical contributors to developing and improving marketing strategies. These insights offer precision and do not only assist with better customer segmentation but also support sophisticated research and development for future improvements.

Retain existing customers and cultivate customer loyalty

While WhatsApp has 2.44 billion unique active users worldwide as of April 2022, it is indeed the most popular messaging app in Malaysia, making WhatsApp for customer service more common these days. However, the large volume of messages can take up a lot of manpower and decrease efficiency, delaying the response time and making the customers upset. The same problem can also appear on other social media channels like Facebook Messenger, Instagram chat, live chat on the website, Telegram, and so on. 

Social CRM then becomes a simple solution to this kind of problem. Other than contact labelling, automated messaging can be fully utilized to set triggers and smart routing rules, so that the customers or leads are engaged properly at just the right time. With the finest brand impression and the best customer experience, businesses will then be able to retain long-lasting customers and sustain their loyalty over time. 

Seamless workflow 

Social CRMs undoubtedly provide a medium for centralised efforts. Besides having organised storage for customer data, it is an advanced tool that offers transparency for all team members. It allows for employees from distinctive departments across the globe to collaborate seamlessly while delivering the information and services requested from customers efficiently. They can refer to specific customer profiles and notes on previous interactions, and even establish consistency in voice. As businesses scale with a growing customer base, the performance of team members can also be assessed by tracking each of their successes in sales and communications.

Click here to know how to get started with social CRM in your business!