With the continuous emergence of digital transformation, digital transformation has become the key to improving competitiveness, so many enterprises are eager to try, but SCRM tools play an indispensable roleWhat role does SCRM tools play in the digital transformation of enterprises? Let's take a look!
1. Preparation for digitalization: WeCom
When talking about digital transformation, whether it is digital customer acquisition, operation, or digital management of enterprises, the word carrier is always inseparable.
With the popularization of mobile Internet, social software connects everyone, and for enterprises, social software has also become a way to establish a deep connection with users. Initially, many companies used personal WeChat to do operations, but the limitation of personal WeChat is that the identity cannot be distinguished, and it is easy to fraud.
WeCom has the endorsement of enterprise certification, which is naturally more able to gain the trust of users. With the elimination of the barriers between WeCom and WeChat, this tool, which was originally only used for internal employee collaboration, has gradually become a channel for enterprises to connect with consumers on WeChat. Tencent is also continuing to enhance the connection function of WeChat Work, intending to consolidate its core position in the private domain era.
Based on this, more and more enterprises are transferring their private domain operation positions to WeCom, and the WeCom SCRM system is based on WeCom, empowering the digital transformation of enterprises from two dimensions: customer management and employee management.
2. Digitalization of customer management
With the increase of public domain platforms, there are more and more ways for users to find enterprises, but for enterprises, the difficulty of drainage and data processing is also increasing, and digital solutions are urgently needed.
1. Automatic distribution of leads for drainage and customer acquisition
In terms of customer acquisition, it is better to directly let users scan the code to add friends, but the validity period of WeChat*** is limited, and a code can only correspond to one person, and the operation efficiency is low. Through the enterprise micro SCRM system, you can set up a long-term effective [channel live code], and can make one code correspond to multiple employees, improving operational efficiency.
When users learn about the product through Douyin, search and other channels, and start consulting, this leaves a potential customer clue for the enterprise. However, in the face of a large number of clues, automated clue classification and distribution have become a rigid need of enterprises. The enterprise SCRM system allows enterprises to customize the lead distribution rules and assign customers with different needs to the most accurate employees. Taking pet e-commerce companies as an example, when receiving user consultations, users can be automatically assigned to cat consultants or dog consultants to provide users with more professional services.
2. Customer portrait customer SOP
With the help of the enterprise micro SCRM system, users from different channels can be automatically labeled, and at the same time, according to the user's subsequent browsing and ordering, you can continue to enrich the user label and form a perfect user portrait with thousands of faces. The significance of portraits is that they can allow operators to understand the preferences and concerns of users, so that marketing behaviors can be targeted.
WhileCustomer SOPFunction is the embodiment of refined operation. When the user enters the private domain, the first contact will start in the first few days, morning or afternoon, and the phased reach task is to explain the product or urge the user to place an order? These questions can be answered according to the characteristics of the industry and the enterprise itself, and specific access rules can be formulated. When the rules are set, the system will automatically remind employees to reach at the corresponding nodes, and with the blessing of user portraits and SOPs, the reach of enterprises will be more accurate and personalized.
3. Digitalization of employee management
In the WeCom ecosystem, enterprises can not only do a good job in reaching and serving users, but also improve the efficiency of internal employee management.
1. Material library Speech library
When faced with the influx of inquiries during peak periods, a slight delay in replying or an unprofessional response may result in the loss of a potential customer. Therefore, digital solutions are indispensable, such as using the [sidebar] function of the WeCom SCRM system to provide employees with a voice library, so that employees can quickly and professionally answer users' questions, and receive more users in the same time.
At the same time, with the help of the material library, you can send carefully prepared PDF materials or article links to users, and by synchronizing the materials to the radar link, you can also record the user's opening behavior, so as to gain insight into the user's concerns and provide reference for subsequent precision marketing.
2. Session Archive Call Logs
Using social software to communicate one-on-one with users also faces many risks, such as employees deleting users or employee flyouts. In the digital era, there are digital ways to deal with it, such as with the help of the [Session Archiving] and call record functions of the WeCom SCRM system, the communication records between employees and users can be traced, and when employee risky behaviors are found, they can automatically send out violation reminders.
For e-commerce delivery, takeaway and other industries, the quality of service also affects the retention of users, and in the case of supervision and records, the call between riders and customers will be more standardized and patient. When there is a customer complaint, it is also convenient to trace the cause of the accident with the help of call records and optimize the follow-up management of the enterprise.
Digital transformation is a new challenge for enterprises, in this process, it is also very important to choose a user-friendly enterprise micro SCRM systemEnterprise WeChat SCRM systemTry it for free!