It’s fair to say that the advent of social media has changed the way we communicate. Conversations can now happen anywhere, and at any time. Spontaneous and in real-time. People don’t want to wait for replies to emails anymore… they don’t even want to pick up the phone and call you, especially if it means battling through a complicated series of voice commands and then sitting in a queue for 10 minutes.
So if you can respond to your customer’s queries and demands immediately and in real time through social media channels, then you’re well on the way to differentiating yourself from the competition. And what about prospects? What if you could pick up on sales leads before they’ve even thought about contacting you for your services?
This is where Microsoft Social Engagement can help
Microsoft Social Engagement is a social listening tool that monitors social media channels and news syndication to track keywords and trending topics and alert you to anything of relevance to your business. Working across Twitter, Facebook, YouTube, blogs and newsfeeds it can give you a true understanding of what people are saying about you and your industry, analysing sentiment to present you with good and bad customer feedback and equally, alerting you to comments on competitors to help you spot and maximise on potential sales opportunities.
And all of this is delivered to you via the social analytics dash which can be fully integrated into your Microsoft Dynamics CRM or Microsoft Dynamics Marketing dashboards or on any forms, meaning you can integrate social interactions into the end-to-end customer experience with the ability to create leads, opportunities, or cases from social posts.
So what you’ve got here, is a virtual customer service desk – available to customers and prospects from anywhere, at any time – monitored for you by Microsoft. It means you can build deeper relationships and better insights while driving engagement and gaining a true understanding of customer sentiment.
Microsoft Social Engagement is available from within Microsoft Dynamics CRM or as a stand-alone app. If you’d like to see Social Engagement in action, get in touch with us today for a demonstration.