Social CRM for

e-Commerce Companies

Quick and Timely Replies to Customers

Crisis and Reputation Management

Relationship Management

Integrating Social Media Data for better CRM

Benefits of Social Media for CRM in e-Commerce

It is impending for

brands to

differentiate

themselves and

Firms today have

recognized the

need of connecting

with their

customers online

"42 % of customers complaining on Social Media

expect brands to respond within 60 minutes”

Customers prefer social Media channels to

get their solutions instantly than going

through a recorded voice to reach the

customer service executive.

Quick and Timely response by

e-commerce giants on popular Social

Media Channels like Facebook and

Twitter

Online customer service and brand

building is easy, cheap and extremely

rewarding if done right.

If you fail to give the expected results or

if one of your moves backfire, the firm

may even land up paying a few million

dollars and yet not be able to erase the

digital footprint.

Hundai Apologized For Car Ad Depicting

Attempted Suicide

The biggest damage that was caused to Hundai was the fact that famous

bloggers and writers picked up the mistake and started criticizing it. This led to

a lot of bad name for the company.

Hundai’s apology: http://www.forbes.com/sites/matthewherper/2013/04/25/a-hyundai-car-ad-depicts-suicide-it-is-so-wrong-i-cant-embed-it-in-this-post/

Digital Media blunders: http://simplify360.com/blog/5-digital-media-blunders-avoided/

Monitor across Social Web

Analyze the sentiment and trends of social media conversations

Segment conversations into various business units and get in depth

information

Discover the influencers

Reputation Management: Around 92% of businesses indicate that social

media is important for them •

91% of e-commerce retailers saw a lift in their SEO

rank through social referrals

-Source: shopsocially.com

Regularly Promote your

Brand through region

specific CAMPAIGNS and

increase the reach

Context based Engagement like

Food recipes during the weekend

This post of Amazon grabbed:

60,187 views

586 likes

253 shares

Relationship Management

Timely Event driven campaigns to engage

Customers thereby capturing their interests

and keeping them hooked to offers

Poor online customer service from major and most known marketers and customer reactions for the same on Social Media

Dominos

Flipkart

For more Details: http://techcorplegal.com/Blog_Technology_Law_Business_Research/2013/04/15/how-to-keep-customers-happy-in-online-business-e-commerce-case-study-wear-your-opinion-wyo/

Creativity with the right blend of

humor brings personal touch and

increases Customer Satisfaction.

This helps bring you out of Crisis

encountered due to Automated

mails/messages

Integrating social data with all your business data

is the best way to keep yourself focused on your

social media strategy

Profiling the Customer Database with the social media data

helps to have better segmentation of customers and helps to

carry out targeted marketing campaigns

Regularly monitor your influence, engagement and performance on

Social Media based on sentiment, intent and priority

Social Business

Intelligence

www.simplify360.com

Simplify360 is the leading social business intelligence firm. Offerings include: •Social Marketing Suite for agencies •Social Contact Centre for BPOs •Social Command Centre for Enterprises We enable businesses to perform Online Reputation Management, Customer Service, Community Management, Social Media Research & Brand Auditing; Online Sales Lead Generation, and Consumer Sentiment Analysis.

Author: Suhas J, MYRA School of Business, interning at Simplify360

THANK YOU