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Servicing Customers Socially

Customer Experience: Top 5 Free Social CRM Tools

Traditional channels like emails and calls make only 60% of the customer experience piece. Facebook and Twitter have changed the way customers interact with your brand and post queries, complaints and feedback. CX teams need to actively engage with their customers and if you have access to conversations from multiple platforms at one place, it reduces your pain.

If unresolved customer queries give you jitters, this list of Top Free Social CRM tools will calm you down. When choosing a tool, it’s better to try different alternatives and stick to the one which best suits your needs.

However, we don’t suggest you use these alternatives if you are a popular brand or receive a high number of conversations where an enterprise-level software, such as Simplify360 is required. Enterprise-level tools are more suitable for you if you have an accountable or complex workflow and don’t want to miss any relevant conversation, at any cost. The decision on which one to use depends on your requirement.

Wear your CX Wizard gowns, while we take you through some of the best free Social CRM tools.

  1. Hootsuite

    When it comes to managing the conversations coming on your Social Media handles at one place, HootSuite is one of the best free social CRM tools in the market. It allows you to integrate up to 3 Channels from Twitter, Facebook, and Google+. You can reply to the conversations received on your brand handles without having to monitor each one individually.

     

     

    It also allows you to create FAQs and Response templates for immediate customer support and common replies. This feature in return helps you in reducing your FRT.

  2. Bitrix24

    Bitrix24 is great for managing the workflow of conversations. It allows you to bring up to 12 team members on the platform. And the conversation can be reassigned to another user present on the platform. The platform also allows you to integrate with Facebook and Instagram, not letting you miss any conversation on your brand handle.

    The good thing about the tool is that it satisfies both your traditional CRM and basic Social CRM requirements. This feature makes it an ideal tool for startups and small businesses.

  3. TweetDeck

    Twitter developed TweetDeck specifically for the CRM purpose. It allows you to collaborate with multiple team members and search your brand-related conversation from any corner of Twitter. And not just CRM but it also lets you schedule posts on Twitter.

     

    The best part of the tool is that you can create multiple decks and each deck can have a customized set of brand-related keywords. It’s of great use for local business as they can filter out the conversations on the basis of location radius. So, next time whenever a query or complaint comes on Twitter the chances to miss it are minimal.

  4. Facebook Page Manager App

    Facebook Pages App is the best App for small brands who are aggressive about Customer management on Facebook and Instagram. It brings you every conversation from the platform and also brings comments from Instagram at your disposal.  You can reply to the conversations directly from Inbox and if you don’t have a resolution you can assign it to another Page Member.

     

    It also has a feature to mark the conversations as Done or set a follow-up reminder. This really helps in sorting the cases and seeing only those conversations which haven’t been replied.

  5. Slack

    For people, who are already using Slack, this comes as a blessing. And why it shouldn’t? Slack is such an extensive platform which allows you to integrate with most of the app providing almost every functionality. Using the MailClark Integration you can integrate your Twitter and Facebook with the Slack platform. It not only allows you to see the messages in Slack but also reply to them promptly.

    This helps you in managing the excellent first response time and serve your customers while on the go.

     

    By know you might be smiling for your souls are saved from facing the clutter of messages you would have been confronting on each platform. If you have something which we may have missed out, feel free to comment.

    To sort everything else out, we have developed a next-generation product, keeping in mind the CRM needs of tomorrow. The smart and intelligent platform is to meet the needs of organizations with a sophisticated and complex workflow.

    If you are interested in exploring what more advanced tools like Simplify360 can offer, then go ahead and book a demo.