Page 7 - Why You Need a Multichannel CRM

Why you need a Multichannel CRM

Marketing Sherpa has found that
95% 95% of online adults , between the ages
[5]
of 18-34, are more likely to follow a brand

on social media.

It is wise to monitor your social media feed frequently,
because customers who post questions or complaints on
Twitter expect a reply within the hour. [6]

In order to get the most out of social media, you primarily need to keep track of what your
customers think and say about you. You also need to be sure to engage customers by

addressing their questions, responding to their comments, and posting content that’s relevant
to your target audience.

Why wait, when you can live chat?

Although live chat can seem like a pretty inconspicuous part of a website, it holds enormous
potential to improve sales and the customer experience. Customers don’t have to be put on hold
or wait religiously for a representative to call them back. In addition, live chat cuts down on cost

and helps put you one step above the competition, in the customer’s eyes.

[7]
An emarketer.com survey found that:

Chat Chat

38% 62%

stated that the live of consumers
chat session with were likely to
a rep was the purchase again from
reason the purchase a site that provided
was made. live chat support.

First time Purchase Repeated Customer

Zoho CRM Resources 5