Adding CRM Leads and Contacts
When you encounter a potential Lead or Contact anywhere in Zoho Social (in your mentions, or live stream), you can add them as a CRM contact for potential sales prospects: You will be able to add them as a new Lead, or associate them with an existing Lead that you've already added to your CRM.
Live Stream: Add Connections as CRM Leads and Contacts
To add a potential customer as a lead or a contact
- Go to the Home tab. Live Stream will appear on the right panel.
- Click on any of the social activities.
- Click the +Add to CRM button in the small window that appears.
- Click Associate to Existing tab to find a connection's existing lead or contact in CRM.
- Click Associate Lead/Contact.
- Click Add New to add as a new Lead or Contact in your CRM account.
- Go to the Add as a lead or Add as a contact tab and select the appropriate Layout in CRM from the drop down list.
- Enter the information about the lead or contact and click Add.
Monitor: Tracking Leads and Contacts
The Monitor tab allows you to create a multiple columns to keep an eye on social media for any activity that may be relevant to your Brand. You can take a closer look at people who are talking about your brand, view updates that are relevant to your business, and engage with your audience by liking, replying, commenting, reposting, and retweeting from just one window.
You can track social interactions of your CRM leads and contacts where they've @mentioned your brand, replied/commented on your post or posted on your social channel. To track all these brand-centric interactions from them, simply set up a Monitor column called 'CRM Leads/Contacts'.
- Go to the Monitor tab and click on the + Add New Column.
- Select Leads/Contacts under CRM Interactions.
- Click the ellipsis (...) in the top-right corner of the column to filter posts and updates.
To add a user a new lead or contact:
- Hover over the post and click + Add to CRM.
- Click Associate to Existing tab to find a connection's existing lead or contact in CRM.
- Click Associate Lead/Contact.
- Go to the Add as a lead or Add as a contact tab and select the appropriate Layout in CRM from the drop down list.
- Enter the information about the lead or contact and click Add.
Messages: Manage Messages from Leads and Contacts
The Messages tab lets you view private messages in your Facebook and Twitter inboxes, so you can further build your relationship with your customers.
To add leads and contacts from messages:
- Navigate to the Messages tab.
- Hovering over the message and click + Add to CRM.
- Click Associate to Existing tab to find a connection's existing lead or contact in CRM.
- Click Associate Lead/Contact.
- Go to the Add as a lead or Add as a contact tab and select the appropriate Layout in CRM from the drop down list.
- Enter the information about the lead or contact and click Add.
Connections and Users: Manage CRM Leads and Contacts
A Connection is anyone who has interacted with your Brand through liking, sharing, or commenting on posts, tweeting, or sending direct messages to your brand. Zoho Social will automatically update your Connections list with everyone who interacts with you, including accounts you add as Leads and Contacts.
The Connections tab gives you the following options for viewing and managing CRM leads and contacts:
- View the CRM status of every connection directly from the Connections tab. Click their name to see details like contact information, associated social channels, interaction history, CRM info label (Lead/Contact), and social media engagements.
- Filter connections based on how frequently or recently they interact with your brand.
- Filter connections based on whether they are CRM Leads or CRM Contacts.
- Filter connections based on different social media channels.
- Add prospective customers as new leads or new contacts with +Add to CRM feature.
To view a connection's CRM information:
- Go to the Connections tab.
- Select CRM Leads or CRM Contacts.
- Select a Connection to view their contact details, social media profiles, or interactions with your brand.
- Click CRM Info to see information about them from Zoho CRM.
- Click the Ping icon next to the Owner's Name to chat with the CRM Lead/Contact's owner.
- You can also add notes about a CRM Lead or Contact. Scroll down in the CRM info tab to view the box that says Add a Note. You can write comments about this connection or upload a file for your team to see. Your existing CRM notes will also be visible here.
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