CRM for social networks: what is it and why apply it to your strategy?

Social media and sales go hand in hand. Simply enter Facebook or Instagram to see product and service offers. 

Consumers use these platforms to search for information and make purchases, so adopting a CRM for social networks may be the missing piece to optimize your sales channels once and for all.

If you still don’t know how it works and why you should integrate it into your business, continue reading and discover:

• What is a CRM in social networks?
• Why apply a CRM for social networks?
• What is the best social CRM? 

What is a CRM in social networks?

A CRM is software that is used to manage customer relationships from a single place. In social networks, it is a system that manages the data of prospects and customers who interact with your company through these channels.

With social media CRM software you can monitor mentions of your business, respond to comments and messages, track your followers, and analyze the effectiveness of your social media strategy. 

If you take into account that Facebook, Instagram and WhatsApp are the most used social networks, centralizing interactions with your customers on these platforms will surely improve communication and the relationship with your audience.

The data proves that they are a medium that users prefer:

• 74 % of users trust their social networks when making their purchasing decision;
• 55 % follow companies on social networks to learn about products. 

Below we will tell you how to manage your clients on social networks.

Why apply a CRM for social networks?

According to a sales trend study conducted by Zendesk: 

• 41% of sales leaders say customers prefer to communicate digitally;
• 38% of sales leaders said customers want to make purchases online .

These data – along with those mentioned above – show that customers search for information before making a purchase and use different online channels to do so. 

When consumers interact on social media, they share a flow of information with your business that you can’t ignore. 

Applying a CRM for social networks will help you:

• collect and organize all the information that your prospects and clients share;
• identify changes in online consumer behavior ,
• personalize care;
• Adapt your sales strategy according to the habits and trends of users.

Implementing a chat on your social networks enables agile and fluid service. The chatbot with artificial intelligence will provide answers to common questions and identify when an agent’s participation is needed.

Additionally, by routing service tickets to the agent who has the appropriate experience, you will be able to resolve customer issues effectively and in less time. 

Discover how to improve customer service on social networks .

What is the best CRM for social networks?

The best CRM for social networks is the one that optimizes the data collection and customer tracking process; two of the most important points of social media interactions in your company to advance in the sales funnel .

Zendesk’s CX Trends 2023 report showed that:

• 60 % of consumers say that the agent who assists them does not know the full context of their problem;
• 59 % want companies to use their data to personalize their experience;

Therefore, using the data that users leave on social networks and integrating it into a CRM is essential to provide a great experience to your customers.

Besides. Data from the use of social networks in the sales process shows that:

• at least 40% of Facebook users follow a page to receive offers and 32% interact with company pages regularly;
• 75 % of Instagram users take actions after seeing ads on this network, such as making purchases or visiting a website;
• 54 % of customers use WhatsApp to communicate with the customer service area of ​​companies.

Consumers use social networks at different stages of the sales cycle , from information search to after-sales service . It is possible to integrate social networks into your company’s CRM so that your team can provide continuous and agile monitoring throughout the process. 

Learn 20 social media and sales statistics to inspire you .

Optimize your CRM for social networks with Zendesk

Now that you know what a social CRM is and how to adopt it, it’s time to implement a comprehensive solution to optimize your customers’ experience. 

With Zendesk messaging software you integrate social networks and all the channels you use to communicate with your customers in one place to facilitate and streamline the customer service your agents provide.

It also allows you to personalize the customer service based on the information collected by the CRM for social networks, reduce the response time to queries and optimize the work of your teams.

• install a bot with artificial intelligence on your social networks that works 24/7 to always be available to your clients;
• add the messaging solution to these platforms to facilitate interaction with your customers and make it more attractive;
• automate and personalize responses.