WeChat has over 1.2 billion MAUs (monthly active users), so it's only natural that brands want to get a slice of this action. But running an official WeChat account is not as simple as setting it up, sharing info and saying "we exist in China". WeChat is worth way more than that! It can also help you better engage with your customer and increase your ROI, but there is a trick. This is where social CRM comes in.
First, what is a social CRM?
Social CRM, or social customer relationship management, is a strategy that combines traditional CRM with the ability to track and manage interactions with customers on social media platforms. It allows businesses to interact with customers in a more personalized way by using automated software to monitor what's being said about them online and respond to their needs in real-time.
In the case of WeChat, its social CRM is a solution that helps you to manage your WeChat marketing (campaigns) by centralizing all of your customer information and interactions. WeChat social CRM offers a complete suite of marketing tools to assist brands in all stages of their customer lifecycle. It's not just about promoting your products and services on WeChat but also understanding your customers' needs and helping them find what they are looking for. By doing this, you will get better conversion rates and potential prospects.
Why do you need a social CRM for WeChat?
Social media is becoming an increasingly important part of customer interaction. In China, the supper app of social media WeChat is a powerful platform to engage with your customers and prospects. But, brands may find it hard to reach out to their audience through WeChat and get their attention easily. It can also be challenging to keep track of all of their customers' needs and preferences on these social media platforms. But with a social CRM tool, brands can take advantage of the power of WeChat to help them better understand their audience, deliver better customer service and ultimately win more customers and revenues.
With a WeChat social CRM, you'll be able to:
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Track leads:
Track leads generated from WeChat interactions so you know which posts are most effective at generating new business opportunities. Then use that information to make improvements based on what works best for your audience.
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Understand buying patterns:
Use data from WeChat social CRM to uncover buying patterns among your users and better understand how they engage with your brand under different scenarios.
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Create personalized campaigns:
WeChat offers some unique features that allow businesses to create personalized campaigns. This makes it possible for them to target users based on their interests, demographics and location, among other things. An integrated WeChat campaign builder — so you can easily create, launch and track your WeChat campaigns right from within the platform.
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Enhance customer journeys/experiences:
A personalized campaign can enhance customers' experience with your brand as they move through their buyer journey. With the right integrations, businesses can deliver superior customer experiences and lead customers through the buyer's journey and encourage them to come back again and again.
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Access to analytics that provides you with learnings and ways to improve future campaigns:
You can't make better campaigns if you don't know what works! With the right setup, a WeChat social CRM can help track how many people engage with your content and how much they engage with it — so you know what works best for your audience.
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Segmenting your audience and addressing only those who matter:
A WeChat social CRM can help segment your audience based on demographics, interests and more — allowing you to send targeted messages with relevant content that will actually resonate with each individual person receiving them. This means less wasted effort on sending out messages that won't get read by anyone!
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Includes features optimised for the Chinese Customer:
Chinese customers expect brands to quickly respond to their questions and complaints on social networks. If you don't have a dedicated customer service team monitoring these sites, it can be difficult to keep up with your real-time interactions. A WeChat social CRM tool can help automate this process so that you can respond quickly while still being able to track metrics like engagement rate and customer satisfaction over time.
Reference: Pexels.com
To conclude, WeChat social CRM is a tool that helps you build, manage and grow your WeChat business. It can help you manage your WeChat account, create WeChat marketing campaigns and engage with your followers. It can also help you monitor the performance of your WeChat marketing campaigns and track the ROI of your social media efforts.
However, there are so many WeChat social CRM out there, and not all the CRMs are created equal. If you want to get the most out of your WeChat marketing efforts, you must choose a optimized solution for your needs.
Would you like to set up your WeChat social CRM? Drop us a message!
Read our article about Social CRM China: What you need to know
