Social CRM

Engage with your customers in meaningful ways

Why do I need Social CRM?

Integration of functions around the customer

One of the strongest elements of the business case for social CRM is the integration of business functions it allows, with sales, marketing and customer support all able to cooperate in an infrastructure based on the individual customer. But each discipline can also expect to see its own benefits

Increased loyalty and revenue

Sales teams can expect to see an improvement in retained and referred business, as customers become recommenders and advocates; and that leads to increased revenue. In a survey of Salesforce customers, 55% reported increased customer loyalty and 54% increased sales revenues.

Increased reach and visibility

Marketers can use social CRM to increase reach and cut costs, while improving customer tracking and measurement. In a recent Social Media Examiner survey, 89% of respondents said social media increased their brand’s exposure,while nearly half reported that spending just 6 hours a week on social media activity reduced overall marketing costs.

Lower costs and higher satisfaction

By tracking and managing customer contacts across channels and business functions, customer service teams can deliver dramatically better service. 79% of Salesforce customers reported improved customer service, and 63% increased customer retention – demonstrating that social CRM delivers real commercial benefits.

Humans are Omnichannel, seamlessly moving through offline and online spaces.

With Konnect Social CRM you can integrate online and offline touchpoints. Empower your team with one view of the customer.

Using Konnect Insights APIs you can push social data of the customer such as Tweets, posts, comments inside your CRM which could be Microsoft Dynamics or any other CRM. At the same time, you can pull data into Konnect Insights such as Membership ID, offline call history to offer more insights to your agents. Give your agents a 360-degree view of the customer before they respond

What makes us the best?

Queuing Features

Take a call center like approach for resolving customer conversations on social channels. If you have to deal with large volumes of data and still have to maintain a quick Turn-Around-Time, Queuing is ideal for you and all your agents. Smart algorithms ensure you address the most relevant ones’ first.

Define Workflows
Create advanced workflows for 2-level checks before you respond or rely on the tool’s automation for smart prompts to the agents or automated responses altogether. You have all the tools depending on your business needs. Define roles and permissions so you control who sees what and what actions they can take. 
Agent Performance & Turn-Around-Time Reports

Detailed Turn-Around-Time reports at the brand level and also at an individual level increases accountability and helps you further improve on your productivity. Advanced features such as setting Working Hours, Pause Queue, Holiday Master, Work-In-Progress gives you reports at granular levels.

Auto classification, Auto Assignment

Set rules to let the tool automatically classify (also called as categorize or tag) the conversations. Classifications can be created for each Topic or a social channel and can have sub-classifications. Make the most of our dynamic reports to identify which product categories are being spoken the most and what’s the sentiment.

Social CRM Tool Checklist

Response Management

Query Resolution

Automated Assignment

Agents Performance

Maker Checker Processes

Access Roles

One Ticket View

Queuing

TAT Reports

Know why our customers think we’re the best

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Business Impact

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Improve Response
TATs

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Engage with
your customer

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Manage issues
and crisis

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Enhance customer
experience

Why leaders love Konnect Insights

Konnect Insights is incredibly powerful! I have been actively using the platform for some time now and what has impressed me the most is the in-depth reporting from social listening across channels. You can really dig in and gain actionable insights to deepen connection with your followers. The publishing tools are excellent, too.

Todd NilsonPresident at Clocktower Advisors

Konnect Insight's main USP is that it has an amalgamation of four distinct features. It was a blessing in disguise to have accidentally stepped on its website. The smooth UX/UI encourages any onlooker to stay put with the tools. Gaining Insights and generating reports has become effortless, we are happy to have chosen KonnectInsight as our Social Listening Partner.

JithinCountry Feedback Leader at Decathlon

Konnect Insights empowers my client servicing and strategy teams to analyse the impact of the work we do for our clients. The integration of analytics and listening means my team can manage their work efficiently and meet our client expectations.

Sabyasachi MitterMD at Fulcro World

Konnect Insights has been a reliable support partner in our social media endeavours. The tool has helped us manage and map our social presence effectively. As a Consumer facing Brand with heavy consumer enagagement, Max Healthcare is very sensitive to the voice of customer. Konnect Insights as a platform has helped us understand it efficiently and helped us reach back to the people to assist them on multiple social platforms. Since last year when we first onboarded them I have seen the tool bring out new features to meet our requirements which are ever evolving and the team is very helpful with training workshops and resolving any issues.

Rohit GahlautAssistant General Manager at Max Healthcare

Konnect Insights is primarily a professional web monitoring tool; but, like a Swiss army knife, it actually includes a few other full-fledged services as well:Social CRM tool: workflow and response management features; Analytics: brand, competition, and industry analysis; Social scheduling: easily schedule messages for your social profiles.

Lilach BullockFounder at Lilach Bullock Ltd United Kingdom

Social Media Marketing is one of the most cost-effective online marketing strategies for some time now. However, when comes the time to scale social media campaigns for your clients, you need something extra. You simply can’t dominate social media without a great tool in your arsenal. We evaluated quite a few solutions before finalizing Konnect Insights. It’s one tool which helps in listening, analytics, publishing and response management hence it perfectly fits the bill for us.

Ashish MohanCEO at COG Digital

The biggest advantage we see with using Konnect Insights is the hands-on approach of the team. They have taken into account our requirements and included the same in their product development roadmap. The platform is easy to use and has added to our overall social intelligence, and we aim to use the data we have to provide impactful insights to our clients.

GD PrasadSenior Account Director at Dentsu Webchutney

After scouting for a number of options, our team finally zeroed in on Konnect Insights. The coverage of the tool is excellent and the monthly conversations that we used to track increased from 10k to 50k for our brand. As an agency this helped us a lot as we could report well to our client. The analytics and dashboards are very detailed and helps us manage everything in one tool.

Inderjit Singh MatharuChief Operating Officer

The most important things I look for in a piece of software is a) does it do what I need it to do & b) is it intuitive. I can happily say Konnect Insights ticks both boxes. I was able to jump straight in and start using the platform easily, without any training. One of my favourite features is the 'assets library' where we can store and tag all our assets and collaborate seamlessly.

Kye HushSenior Consultant at Tangram Consutling

Better Customer Relationships start here