Patterns in Using Social Media to Boost CRM Systems

1. Use for receiving feedback or offering feedback from customers. – I like answering questions of K-Bank Live in the section of Facebook Page very quickly. Until those who ask themselves to watch in the comment section

For example, Mr. Hun Kung asked about the Book Bank lost, need to report first. Which even during the evening. It appears that the bankers. He came to answer the question. Until you hasten to see that really fast. In addition to answering the question, the Farmer Bank was also criticized as well. Mr. J’Ying complained that the Big C Branch staff kept waiting for queues up to 20 minutes, Kasikorn Bank. It was the information and brought to the manager of the branch. Or, in your case, Phatr-Anong has a complaint regarding the eligibility of the K-My K-Max movie service. It was coordinated to solve the problem until Phatr-Anong impressed. And thank you. I love K-Bank.

It is a good example of using social media in terms of getting feedback, but most Thai businesses are often afraid of being blamed on a product or service rather than being open-minded. There are some places that have a policy not to blame on Facebook, to notify people who have problems with the product or service, call through the Call Center.

2. Used to provide Active Customer Service – Before explaining in detail this issue. Let everyone turn to look at customer service through the Call Center system. Usually, the Call Center system will serve customers only when the problem. Then call to notify to correct. It is called Passive Customer Service if the customer is not informed. The business can not recognize the problem.

But when using Social Media to serve customers. Businesses can monitor whether anyone has a problem related to their product or service. Without the need to wait for customers to come in. But rely on the tool to find out whether any conversation is related to the product or service. Its in the online world? Take for example the case of Comcast (twitter.com/comcastcares), a supplier of communication tools. Information and entertainment Detecting a customer’s complaint about the problem connecting to the Internet via Twitter, Comcast has reached out to help in just 20 minutes, with the customer not yet coming to Comcast.

As far as i check There are no other companies in Thailand that use social media for aggressive service as Comcast does. Checking conversations in the social media world is not too difficult, for example. Suppose we are a DTAC who wants to determine who is. Complain about us? On Twitter, we can use the Realtime function on Google, the result is the dialogue that occurred at that time. Google also offers a notification service for topics we want to investigate via our e-mail channel called Google Alert.

3. Customization and Personalization – The ability to deliver personalized services can be achieved through online channels. For example http://www.amazon.com Suggested information of the book, based on the history of each person’s past purchases, such as I bought a book about Social Media, Amazon also offers books in this field. This increases the likelihood of consumers buying more than offering a sow.

Social Media makes this one-to-one service more efficient. Let’s take the case of Thailand, such as Jek Meng noodles. It is located in Phetchaburi. The target group is mainly tourists from Bangkok. Search from nearby Twitter users using the Everyone Near You function via a program called UberSocial on a Black Berry cell phone. As a result, they invite you to dine at an individual restaurant. 10% discount on Brand Awareness. It also boosts sales.

KLM Surprise “KLM Surprise” campaign, utilizing information from Social Media to surprise passengers waiting at Amsterdam Schiphol airport, has been investigated via Foursquare or Twitter. Who is in that area and then find out the history of the information in the Social Media that they have what they like. Then align the gifts accordingly. Think about that. If you are someone who will be surprised and very impressed.

4. Used in Loyalty Program – The heart of the Loyalty Program is the Pareto Principle. Most of the store revenue comes from loyal customers. Small number While a large number of regular customers make little money for the company. Therefore, the business should pay attention to loyal customers or loyal customers by giving them higher benefits than ordinary customers.

As the case of the Hyatt Hotel, a community site is created exclusively for the Gold Passport Member. Only members may receive travel advice from Hyatt staff in the area, but receive suggestions or feedback from other travelers. Members as well.

The Facebook Group tool is a very good tool to help create a Loyalty Program. As a member of the Group will be invited by the people who have been promoted to the Admin group. Unlike the Facebook Page, Suppose Louise Vitton’s famous bag brand wants to create a unique niche. To offer various benefits. It is possible to use the Facebook Group tool to send invitations to specific clients specifically to become members. Make customers proud in Brand that no one can become a member.

Creating a Facebook Group can be very simple. By getting at Http://www.facebook.com/groups And we can choose 3 group styles.

1. Open – Anyone can see this group know who is a member. And read the post that was posted.
2. Closed – Anyone can see Group, but only members will see the post.
3. Secret – Only members can see Group and see message posted.

The observation of using the Facebook Group tool for the Loyalty Program is that the venture does not aim to increase fan bases much like the Facebook Page, but focuses on giving customers the pride of the brand. To be part of a Exclusive Group by this method. Ideal for products or services that use a Focus Strategy.

Credit : Dr. Pisek Chainirun