Simplify360 is a social media technology company which owns the social customer service platform named Simplify360. It enables business to do social customer service, online reputation management and social media listening/analytics
Having insights is a crucial part of social media marketing strategy. Clarity on how consumers should be targeted can make all the difference to outcomes. Instagram being the most preferred medium for brands engagement can help your marketing team adopt a customer-centric approach. Read on the infographic to discover new ways to reach put to your customer base.
Instagram has a little-known feature to help users who are on the move use the app with more confidence and avoid major data usage. This feature is currently available for Android users. It helps users view the content of their choice with a considerable reduction in image loading time and in the overall data that Instagram consumes on their mobile network.
The users will have 3 viewing options for high resolutions media and pre-loading videos. They just have to go to Settings->Account->Cellular Data use and then they will be able to switch this setting ON. This setting prevents Instagram from preloading the video in high resolution. The 3 viewing options are – Never, Wi-Fi only and Cellular+Wi-Fi.
This new feature will help people experience Instagram browsing more effortlessly in slow internet areas with less data consumption. And this is in line with other strategic efforts from the Facebook stable to provide apps that consume less data whilst on the move – such as FB Lite.
Chinese messaging superstar WeChat is testing a new feature with a limited user group on the “Top Stories” page. Users in a test group get a separate page that shows all the articles liked by them for the last 7 days (“Wow” tap). This can also be viewed in turn by friends.While these features are and have been ubiquitous in the “other social network” world such as FB and Reddit, this is one of the first instances of an instant messaging major bringing in such an option. On one hand, these instant messengers allow for better collaboration on the content side with WeChat becoming increasingly more important as a source of information. This comes in light of the huge growth rates, shown by Jinri Touiao the top news aggregator in China which has 239 million monthly active users.
Traditional channels like emails and calls make only 60% of the customer experience piece. Facebook and Twitter have changed the way customers interact with your brand and post queries, complaints and feedback. CX teams need to actively engage with their customers and if you have access to conversations from multiple platforms at one place, it reduces your pain.
If unresolved customer queries give you jitters, this list of Top Free Social CRM tools will calm you down. When choosing a tool, it’s better to try different alternatives and stick to the one which best suits your needs.
However, we don’t suggest you use these alternatives if you are a popular brand or receive a high number of conversations where an enterprise-level software, such as Simplify360 is required. Enterprise-level tools are more suitable for you if you have an accountable or complex workflow and don’t want to miss any relevant conversation, at any cost. The decision on which one to use depends on your requirement.
Wear your CX Wizard gowns, while we take you through some of the best free Social CRM tools.
When it comes to managing the conversations coming on your Social Media handles at one place, HootSuite is one of the best free social CRM tools in the market. It allows you to integrate up to 3 Channels from Twitter, Facebook, and Google+. You can reply to the conversations received on your brand handles without having to monitor each one individually.
It also allows you to create FAQs and Response templates for immediate customer support and common replies. This feature in return helps you in reducing your FRT.
Bitrix24 is great for managing the workflow of conversations. It allows you to bring up to 12 team members on the platform. And the conversation can be reassigned to another user present on the platform. The platform also allows you to integrate with Facebook and Instagram, not letting you miss any conversation on your brand handle.
The good thing about the tool is that it satisfies both your traditional CRM and basic Social CRM requirements. This feature makes it an ideal tool for startups and small businesses.
Twitter developed TweetDeck specifically for the CRM purpose. It allows you to collaborate with multiple team members and search your brand-related conversation from any corner of Twitter. And not just CRM but it also lets you schedule posts on Twitter.
The best part of the tool is that you can create multiple decks and each deck can have a customized set of brand-related keywords. It’s of great use for local business as they can filter out the conversations on the basis of location radius. So, next time whenever a query or complaint comes on Twitter the chances to miss it are minimal.
Facebook Pages App is the best App for small brands who are aggressive about Customer management on Facebook and Instagram. It brings you every conversation from the platform and also brings comments from Instagram at your disposal. You can reply to the conversations directly from Inbox and if you don’t have a resolution you can assign it to another Page Member.
It also has a feature to mark the conversations as Done or set a follow-up reminder. This really helps in sorting the cases and seeing only those conversations which haven’t been replied.
For people, who are already using Slack, this comes as a blessing. And why it shouldn’t? Slack is such an extensive platform which allows you to integrate with most of the app providing almost every functionality. Using the MailClark Integration you can integrate your Twitter and Facebook with the Slack platform. It not only allows you to see the messages in Slack but also reply to them promptly.
This helps you in managing the excellent first response time and serve your customers while on the go.
By know you might be smiling for your souls are saved from facing the clutter of messages you would have been confronting on each platform. If you have something which we may have missed out, feel free to comment.
To sort everything else out, we have developed a next-generation product, keeping in mind the CRM needs of tomorrow. The smart and intelligent platform is to meet the needs of organizations with a sophisticated and complex workflow.
If you are interested in exploring what more advanced tools like Simplify360 can offer, then go ahead and book a demo.
In the December issue of CIOReview, one of the leading magazine on enterprise solutions, Simplify360 has been recognized as a Company of the Year 2017 for Social CRM. As we move in 2018, customer experience management and customer analytic solutions has been gaining tremendous interest among CXOs of leading enterprises. Rohit Gupta, CEO and Co-founder at Simplify360, shares his thought in this transforming industry and provide insights into the opportunities and innovations in the market.
“In an ever evolving social media landscape, we strive to keep our customers well versed with the ongoing changes through adopting new sites, features and functionalites from our end. Our solutions are also designed to be simple, accessible and easy-to-use to help organizations transition to Social CRM more effortlessly.”
The world of content is bustling with increasing number of writers by the day leading to over 2 million pieces of blogs being published every day. Do you know how easy it makes for your content to get lost in the crowd? To ensure your content cuts through the noise and receives the attention it deserves, your content not just needs to be creative but also interactive. A piece of content which talks to the readers mind or encourages them to comment, question and share is considered a successful content by the social media standards.
Long format content: The basics of writing a long format content is to make it interesting, keep the sentences short and ensure that the topic is relatable to the audience it is targeted to. Well that’s just the basics! Leaving your content open-ended is another way to make sure that your content receives maximum reads and encourages a string of conversations after.
Real time content: People are constantly reading content online, viewing videos and more, to stay updated about the latest trends. Creating content which is real time and about the trends in the market is a wonderful way to entice your customers. While they are looking for freshly brewed content, you can help them stay updated about the daily trends. This keeps them hooked to your site not just for content which is related to your industry of function, but also otherwise, keeping your number of visitors on an all-time high.
Puzzles/Quizzes: Campaigns are one way to attract more customers, and get them to like your social pages or visit your website, but is that enough to increase engagement on your page? Not sure! Contests on the other hand can work wonders. Puzzles and quizzes have proven to be some of the best contesting ways. Of course, the contest comes with the declaration of a winner and sending out gifts as awards to the winners. But, the aim of winning a certain “something” is sure to drive audience to your profile and increase engagement.
Survey/Poll: Twitter is a great platform to carry out surveys. Doing personalized surveys around product features, improvement required, and the like is a whole different ball game, which can be carried out through email or personalized messages on social media. However, your audience on social media can be your storehouse of ideas, to produce new content on a regular basis. A simple poll/survey around what form of content would they like to see you producing or what do they prefer to see on your next video is an effortless way to not just make your page more interactive but also a storehouse for the next idea for your content strategy team.
Capture it in an Image:
Memes: The most convenient way to let your friends know that you love them and think about them is by tagging them on memes. That is probably the coolest thing to do as a display of your friendship in today’s date. Tag your loyal customers on a funny and relatable meme or post those customer centric memes generally and watch the engagement on your page grow.
Humorous Posts: Humour is always a great way to keep your customers hooked to your page. Whether it is a funny video, a hilarious post or for that matter even a sarcastic meme; it is sure grab many shares and comments. If you are confused, what is going to drive in those extra comments and shares on your page, humour is the answer.
Quotes: Who doesn’t like to read something inspiring, which is going to keep them motivated all day long? In fact, researches show that motivational quotes (images or otherwise) receive high number of shares. This is exactly why you should be sharing motivational quotes on your social pages too. This will help increase the number of shares on your posts and enable increase in engagement, garnering more audience to your page through increased shares.
Videos for every mood:
Animated: Animation, with a tinge of humour is the best way to get those likes on your page. Through animated videos, you could educate your customers about your products or simply share a comic scene. Animated videos are the in thing and you sure are missing out on ways to grabbing engagement if you aren’t making any.
Live streams: Your company is having an event and you want your customers to know all about it, stream it live! Grab an influencer and ask them to go live as they talk about you or make use of your products, and watch those comments flow. Let’s take for example the brand Samsonite. They have intelligently asked certain celebrities with high following to take up certain challenges using the Samsonite bags and the response to those posts are amazing!
DIY Videos/Inspirational Videos: Whether you are trying to inspire your customers to work hard to keep themselves fit and healthy or you are trying to teach them a certain technique to make use of their old things to create something interesting, DIY learning videos and inspirational videos about how others are doing it always helps get those extra comments on your posts.
So, what are you waiting for? Make social media your stage and play your cards right to get those extra comments and likes you have been waiting to achieve.
Bollywood has been criticized time and again for the kind of movies made, since time immemorial. Although the Indian film industry has a dedicated censor board for inspection before they release, which in itself is bad enough, the people in India also enjoy taking law into hands. Something of the sorts has happened during the release of the hottest topic of discussion in town, the release of “Padmavati”. The wrath from people started long before the release of even the trailer, precisely in the month of January. While shooting in Jaipur, Sanjay Leela Bhansali – director of the film, was manhandled by the public and the sets of the film was broken. The claims were that Rani Padmini, the queen of Rajasthan was portrayed in the wrong light as the movie incorporated a “love sequence” between the Rajput queen and the Muslim invader Alauddin Khilji.
Although the rage silenced for some time, as the release date for the movie (December 1, 2017) neared, the vandalization resumed and this time with much more effect. A fringe political group from Rajasthan, called the Karni Sena, has been infuriated by the movie and has announced to chop Deepika Padukone’s (lead actor playing Rani Padmini’s role) nose. In defence one of the leaders of the group said “Rajputs never raise a hand on women but if need be, we will do to Deepika what Lakshman did to Shurpanakha,”. Following this, the groups have also rejected the release of the movie on 1st December and called for a bandh on that day. The rage took an ugly turn when another group from Uttar Pradesh, Chatriya Samaj, announced a prize money of 5 crore for anyone who beheads Deepika and Sanjay Leela Bhansali. Although the entire film industry is standing in support of the movie’s release and hoping for it to be the biggest hit of all times, a lot of government leaders have a difference in opinion.
While the actors and director of the film are living in fear and have tightened security around their homes, Twitter has displayed a whole different dimension. Post the objections by the Karni Sena, twitteratis have expressed their disbelief of the whole issue by rolling out funny memes and troll messages. Here are a few examples:
But that’s not all social media has in store for us. While there has been jokes about the reactions by these fringe groups, Twitter has also exploded with people who are also supporting these groups, who have not just spoken about the actors and director in bad light, but also moved one step ahead and commented on how the entire Bollywood film industry is a ripped affair. While all this is happening online, the Indian tourism industry is also taking a hit, as Rajputs across the country are protesting, vandalizing property and even preventing visitors from visiting the Chittorgarh Fort.
With every passing day, more controversies related to the launch of a mere piece of art are being discovered. Things have taken such a deadly turn as according to latest news, a dead body was found hanging outside Rajasthan fort, with anti Padmavati slogans written on it.
This whole crisis has led to many decisions being taken by the government, apart from the protests and threats. Rajasthan government has suggested teaching the history of Rajputs in schools and colleges hereafter to understand the culture better and prevent such distortion of history as believed by protestors. In fact, people have even raised protests to the portrayal of the “Ghoomar” dance form, arguing that the queen never dances in front of public, allegations of which has also been denied by the director. How things will turn out eventually and whether the film will release on it’s due date, only time will tell.
Meanwhile, even though understanding how people react to a certain can be difficult, certain measures can be taken by the movie making industry to be prepared for situations like these. This is definitely not the first time a piece of art has been condemned and twitter has been flooded with love and hate posts about it.
Here’s what the production houses can do to be better prepared for crisis situations like these:
Prepare the PR team towards unfurling the movie’s events more strategically keeping in mind the sentiment of the people.
Deploying a social listening setup to understand the tension around the characters/places/historical era being depicted.
Twitter being a space with extreme sentiment display, social listening on twitter around topics which are similar to the case can help derive learnings and better respond to haters.
Analyzing situation of the like, can help combat disasters like these and avoid unrest in the nation by taking step by step precautionary measures to keep the public informed about the film and its nuances.
IndiGo Airlines has been on the spot for the last few days, and more incidents of mishaps have just added fuel to the already raging fire. It’s almost like IndiGo is going through a rough phase and competitors are taking much advantage of the situation. Over the last few days IndiGo has been charged with manhandling one of their passengers at the Delhi airport. This was followed by news about carelessness of ground staff, leading to a woman being injured as she fell from a wheelchair while being ferried across the airport of Lucknow. Following this, another incident of a customer’s laptop emitting smoke inside an aircraft on flight came to light, questioning the airlines’ security check procedure. Although the final incident could have been the fault of the laptop brand, with an ongoing uproar about IndiGo it became easier for people to blame the airlines company.
Over the years, Indigo has been known and praised for their impeccable service, however one incident is enough to bring a whole brand down in minutes. This is an illustration of the power that social media holds, in today’s date, towards making or breaking your brand. While all of this was happening with IndoGo, AirAsia India had another story to tell. A woman complained of being harassed and misbehaved with by both on flight and ground personnel. However, the airlines had a different story to tell. In their defence, they confirmed that they only followed the protocols of handling an unruly customer. Both parties filed complaints with the police and the case it yet to be decided upon.
This has also led to competitors taking advantage of the situation and marketing their own brand, although on second reference, they have pulled down their content defaming Indigo. Here, we are talking about Air India, who have recently been in multiple controversies themselves. Take a look:
The Real Problem:
What we see and read about on news and social media is only a part of the damage that has been caused to a brand. Of course, incidents like these take a big hit on the brand’s image, but the impact is much more. This is not a case, restricted to the airlines industry. The wrath that Indigo is facing from it’s customers is comparable to the “Maggi crisis”. The incident has impacted the brand’s customer base so hard, that social media is overflowing with anger, sarcasm, petty jokes on the brand and threats as well. Although the brand has apologized, the wrath of words continues. Social media has been populated by hate posts and trolls around the brand on posts relevant and irrelevant to the situation. For example, Indigo’s innocent post around children’s day faced something like this:
This incident has not just made the lives of their social customer service executives difficult, but also presented a whole new challenge for the marketing team. Many creative minds have left the closets and are working on creating memes to defame the company, making it difficult for the brand’s marketing team to combat the situation. For example:
Indigo had to send out disclaimers to ensure more haters don’t climb the ladder to abuse the brand about wrong branding. In fact, over the last few days the brand’s sales have also taken a hit, with many people cancelling their pre-booked flights or opting to not choose Indigo as their choice of airlines for their future travels. So much so, that all the marketing endeavors by IndiGo are failing. Here’s an example:
What needs to be done?
Combating crisis situations like these, where clearly the brand is at fault can be difficult and needs differentiation from the regular situation. Here’s a list of dos for brands to deal with such situations:
Do not try to justify yourself. It is best to apologize and keep apologizing till the wrath fades.
People are going to be talking about problems they might have faced in the past as well (that’s human nature to go with the flow). The best way to deal with this is to provide quick responses and try to resolve as many problems as possible.
Adopting the right marketing ways. Of course, people are going to condemn all your marketing endeavours, but the idea is to not retaliate and keep boosting content which is eventually going to make a difference. Providing offers in such situations might not be the greatest idea! (Hope you are listening Indigo)
Keeping a close eye on any complaints which might escalate quickly (real time monitoring) and combating the same quickly.
Providing details of what happened after the incident. Staying in touch with the customers and providing them with pieces of information as the incident reaches a conclusion increases brand transparency and helps restore faith.
Don’t ignore the positive customers! Among the lot of people who are seemingly complaining and abusing your brand, will be a handful of customers who would also be saying wonderful things about you. Engage with them and keep them active to maintain a balanced brand image.
Interestingly, while Indigo has tried to tackle the situation as calmly and intelligently as possible, AirAsia seems to have taken a dig on it’s complaining customer, justifying themselves to be right. However, unlike IndiGo, AirAsia’s conduct has not been blown out of proportion on social media considering its lesser presence in the country.
In conclusion, it’s not enough to respond quickly or run great campaigns. The idea is to align your initiatives with your customer’s sentiment by understanding the conversations floating in the media, because “social media” especially today carries a higher share of your brand’s stakes.
Asking the right questions is as important as providing quick customer service, to earn customer loyalty. The journey to providing great customer experience starts with a few questions, some asked by the customer and some by the brand. These questions are especially effective towards bettering the customer experience touchpoints and starting a process towards providing memorable customer service every time.
My experience with social customer experience tells, that a lot of times when a customer complains about a certain dysfunction in a product, neither the customer nor the service agent assigned understand what the actual problem is. Clearly, because the customer hasn’t explained enough, and the agent hasn’t taken the pain to understand the problem to provide an appropriate solution. This results in unresolved queries, broken relationships and multiple escalations. To make this process transparent and restore a customer’s faith in your products/services, here’s what you should be asking your customers:
Can you help me understand your concern better?
A customer who really wants to get their issues resolved will take time to explain what he/she is facing a problem with and provide details about their concern. This however, should be done carefully, making sure the customer has not already provided the details before. This can be easily sorted by adopting technology, like Simplify360, which keeps records of customer complaints from the past and details of conversation between different agents and the customer.
Confusions of the like are bound to happen considering the change in shifts of agents, auto assignment rules of CX tools and more.
Drawing an example from my personal experience, both Amazon and Uber follow a similar route to providing customer service. I complained about my certain(different) issues to both the brands. During my third interaction with Amazon, I was received by a well-informed agent, who already had my history of conversation with other agents, providing me an effortless service after. On the other hand, every time I was received by a different agent for Uber, I was requested to provide the same information repeatedly, leaving me irritated and not willing to opt for their service any longer.
Clearly, I did not hesitate to provide all the required information around my problem during my first interaction with both the brands. But a lack of coordination has led to the loss of a loyal customer forever for Uber, while Amazon successfully restored my faith in the brand.
How can we make up for the trouble we have caused you?
As a customer, I would want a brand to compensate for a mistake they have made. Not many brands are doing it already, but asking the customer how they would want to be compensated is a great way to rekindle a seemingly lost relationship. Of course, there will be customers who expect way above what you are willing to compensate but an effort never hurts.
Most brands provide partial or complete refunds (especially seen among food delivery apps), while others provide vouchers or coupons which are applicable on the next purchase. These are easy and effective ways to achieve customer success via customer service.
Have I solved your problem?
It is important to understand whether your customer’s query has been completely resolved or he/she needs further assistance. Closing cases only to reopen the same again leaves a bad impression on the customer’s mind and more often than not leads to increased negativity on your social pages. What’s the best way to do this? Just ask if there is anything else that the customer needs from you.
Rate us on a scale?
The best way to know whether you have provided a satisfactory service to your customer is by asking them to rate their experience on a scale of one to five. This will help you as a brand to understand the kind of conversations which work better at solving customer issues vs the ones which require mending.
Practicing this, also helps identify problem areas which require senior intervention and support compared to ones which can be easily solved, helping you increase positivity.
Would you recommend us?
Satisfactory customer service always resonates to increased purchases and higher recommendation rates. If you have successfully resolved a customer query and ensured your customer leaves happy after a long chat session, you have already confirmed one returning customer. Asking them whether they would recommend you, is another way to calculate how your sales funnel might grow in the future. Higher the recommendation rate, better will be your ROI, both for customer service and marketing.
In addition to this, if you also provide with an amazing offer, such as recommend your friends and win cashback on every purchase they make, it might work wonders to your sales figures. This module has been beautifully executed by Goibibo.
Apart from the above, you could also subtly ask your customers questions related to “do they prefer you over competing brands?”, “what intrigued them to make a purchase from you?”, “where did they find out about you?” or “are they happy with your product/service and if you need to make any improvements?”