Integrating your CRM account with Social media, fosters communication with customers through social media that ensures real time data exchanges. While social media platforms offer you the opportunity to connect with several people, you need a CRM to tell you whom to connect with.
Enter Zoho CRM's Social Tab - it lets you integrate your Twitter and Facebook accounts with Zoho CRM. Not only does this integration help you monitor and participate in social media activities from one place, it also provides clarity about the significance of a particular customer to your business.
This is an organization-specific integration so your Social Administrator needs to set it up in your organization's CRM account. With Social CRM in place, you can
To begin working with Social CRM, you must first integrate your company's Facebook and Twitter accounts with your organization's Zoho CRM account. Only a user with administrative privilege can enable this integration. Once a social media account has been associated, other users will be able to access the data in the Social tab based on the permissions granted to them. See Also Associate Company's Social Account
The Social tab comprises the following components:
The Dashboard comprises of two tabs that clearly demarcate your social media interactions and messages under the Conversation and Message tabs. The Conversation tab displays the posts, comments, mentions/direct mentions, likes, tweets, replies to the tweets and so on from Twitter and Facebook. The Message tab includes replies and private messages from Twitter and Facebook.
In dashboards, you can filter the conversations and messages using the below mentioned filters:
The Monitor tab lets you select the type of interactions or conversations that you want to view for each social network. For example, you can select only mentions/timeline/likes columns and view these results under the Twitter network, similarly you can select page mentions in Facebook and view all the posts grouped under the Facebook channel. You can choose to add as many columns you want for each of these networks. You can also reposition the columns by dragging and dropping to the desired place. You can also track the keywords and save the search results columns for future reference. To view the latest posts or posts surrounding the keywords, all you need to do is to refresh the saved columns.
Only for Twitter account, you can perform the Keyword and User Search action and save those columns to display the said tweets sorted by recency.
In addition to the above actions, you can also perform the following from the Monitor tab.
The Post tab displays all the social media posts from the networks that you have added. You can interact with each post, by adding comment, retweeting, replying or sharing the post. If your organization uses more than one brand, you can use the brand filter to view posts from a particular brand.
Also, you can attach only one image to go along with a post. The maximum file size of an image that can be attached with posts from the social tab is 5 MB for Twitter and 25 MB for Facebook.
The Activity Log helps you keep track of a set of actions performed by you in the Social tab. These actions include the following:
Note that the activities listed under the Activity Log changes varies for different users of a specific organization's CRM account according to the respective user's actions. The Activity Log lets you view the recent activities performed from the social tab. The posts are displayed in chronological order with the most recent post at the top.
Social media offers you a great platform to meet new people, find new business. The moment you see that a person expresses interest in your business, you may want to add them as a lead/contact in your CRM database. With your Social CRM in place you can do so directly from the Social tab.
To add a lead/contact/account
Social media is undoubtedly a rich source of leads for your business. When people mention your brand and talk about your organization on social media, it is possible that those people might become your next big deals - but you will know that only if you have an efficient way to reach out to them.
With social automation rules, you can automate the addition of people who interact with your social media accounts as leads or contacts in CRM. For example, you can instruct CRM to automatically add whoever "mentions" your brand on Twitter as a lead and automatically assign the lead to your sales rep for regular follow-up. Similarly other social media action triggers include direct messages, re-tweets, favourites, likes and so on. There are similar appropriate triggers for Facebook and as well.
This way, when you bridge the gap between your social media accounts and your CRM, you can make sure you don't miss out on potential business opportunities from social media.
To create a social automation rule
You can follow the same procedure in the case of Facebook. Following are the action triggers available for the social media channel:
Consider this scenario. When someone mentions your brand on Twitter, you want them to be added as contacts, but if someone only retweets your tweet, you want them to be added as leads.
In such a case, there are two conditions in place. You can create a new branch condition and specify criteria as seen in the image below.
Leads and contacts added to Zoho CRM from Facebook and Twitter via these social automation rules can be identified from the Lead Source field. For instance, you will see that a lead added from Twitter automatically has the Lead Source filled up as "Twitter". You can filter records based on Lead Source if you wish to see leads and contacts generated from social media.
Leads and contacts in Zoho CRM will have a new Related List called Social in the record's details page. All the Twitter and Facebook conversations associated to the lead/contact under the tabs Interactions and Messages will be displayed. You can filter these conversations using the brand filter and network filter. You can also Search & Associate the social accounts of the lead/contact.
To view lead/contact's social interactions
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