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Have social engagement in communication networks, especially in social media, is part of the routine of any company. If you manage a business or are an entrepreneur, it is very important to focus on this topic.
Many times, companies use these networks just to sell. As fundamental as sales are, it is necessary to be careful with this strategy. Today, it is more effective to create relationships with customers, and then offer a product or service.
In this scenario, having a CRM and, through this, knowing the public's needs and objections can make all the difference for a business.
It is necessary to make it clear that communication networks demand high engagement from companies. The results for them, and also for your business, will only emerge if customers connect with the same values as the enterprise.
The importance of social engagement
Why is engagement in communication networks important? Because these networks simply ask for it. Even more so when young people and social engagement are analyzed. This audience is active on the networks and involved with different agendas.
If you already invest in producing quality content, you may have noticed how organic engagement has fallen in recent years. However, it is in the shares, comments area and direct messages that the interaction actually occurs.
Therefore, it is necessary to highlight that a post on Instagram, for example, has more reach when the company is active and interacting more with customers. In this sense, interacting also means selling.
This is what experts call social selling. In other words, it is a less aggressive sales strategy, yet with high conversion power.
Understand how people view your brand
It is at this point where the CRM can better support social engagement on networks. After all, you need to understand what your customers think about your business. With the information available in the CRM, it is possible to understand what they consider negative and what they consider positive in your enterprise.
As all interactions between the customer and the company are recorded in the system, managers are able to analyze this data and check what is working and what needs improvement.
The difference is that with this software you have access to information generated in real time. This has a direct impact on marketing strategies, for example. This way, they can be changed and optimized to suit your needs. Hence, the importance of social engagement.
Attract the right people
Having a profile on social media is not enough. Therefore, companies with social engagement understand that they increasingly need to interact with their audience. Only in this way is it possible to promote some visibility for the business.
And this visibility, of course, can turn into sales, especially via WhatsApp. Even more so if you have CRM software. This occurs for two reasons. Firstly, because with this platform you can serve customers who are using different messaging applications.
If one of them uses Facebook Messenger, and the other uses WhatsApp, there are no problems. Simply integrate with these applications and respond to them without changing the platform. As a result, the entire team gains in agility.
Furthermore, with the integration between WhatsApp and CRM, your company can capture the best leads. After all, whenever a potential customer becomes interested in your solutions and sends a message, the software registers that person as a new lead in the system. This way, it goes straight to the sales funnel, and you can now start prospecting.
This lead also receives a card. Your company can update data such as company position, telephone number, contact email, among other details. A practical and quick way to get to know the customer and, therefore, promote social engagement on networks.
Being fast on networks is essential
As pointed out in the previous topic, with CRM it is possible to serve customers who use different messaging applications. This offers a considerable competitive advantage. After all, these people want to be served as soon as possible. And only a tool like this allows us to provide this service with such agility.
This detail is very relevant because customers choose a company not only because of the quality of the product. If the service is unsatisfactory, it is very likely that they will not return. Furthermore, it will still promote negative advertising about the business.
Therefore, using CRM to help engage networks is not just a matter of ease in everyday life. This tool has what it takes to promote the best of every enterprise.
Marcel Castilho is a specialist in digital marketing, neuromarketing, neuroscience, mindfulness and positive psychology. In addition to being an advertiser, he also has a Master's degree in Neurolinguistic Programming. He is the founder and owner of Vero Comunicação and also the digital agency Vero Contents.
