Solution
Mobile&Social
Features/Background:
Telephone customer service incurs high labor costs and operates separately from online customer service. WeChat customer service has redefined the value of the customer service system, greatly helping enterprises improve the efficiency of customer service personnel in solving problems. For many companies, WeChat has become an indispensable marketing tool.
In a consumer oriented WeChat marketing system, marketing content and sales behavior gradually form a natural correlation; In the process of providing services, enterprises can continuously create new marketing value points, which is a kind of taking advantage of the situation. WeChat is an excellent SNS communication tool, characterized by fast, wide, and convenient dissemination, which can bring tremendous changes to CRM systems.
With the continuous development and maturity of enterprise WeChat public platforms, the number of customers generated by WeChat is constantly increasing. It is necessary to use CRM systems to refine "marketing" and "service" for a large number of customer flows.
Challenges Faced:
Enterprises use WeChat platform to communicate with customers, and then manage customers through CRM software to promote cooperation. The two platforms have their own focuses and complement each other. However, the data is stored on their respective platforms and cannot be integrated.
Solution:
Internal employee management within the enterprise
The system automatically bundles Salesforce accounts with WeChat enterprise accounts and employee WeChat accounts, enabling internal employee management and collaboration through WeChat.
Capture potential customers comprehensively
Salesforce account is connected with WeChat official account, and fans on the brand official account are imported to Salesforce CRM for management.
Customer classification management and service
Classify and manage customers in the Salesforce system. After customer classification, a target list is formed, which is the target object of marketing activities and the basis for customer service differentiation, thus enabling precise marketing information push and service.
Accurately capture customer sources
WeChat activities allow customers to scan a QR code to enter the marketing campaign page, while creating new potential customers and identifying their sources in Salesforce, ultimately achieving statistical analysis of marketing campaign effectiveness in Salesforce.
Powerful data analysis capabilities
Salesforce's powerful reporting capabilities can display real-time sales KPIs, customer engagement, marketing ROI, and more.
