Best Social CRM Software

What Is Social CRM Software?

Social CRM software is a platform that enables brands to foster customer communication through their social media profiles. In addition, it provides insights into customers’ interactions and actions to improve engagement.

It helps in offering a seamless response to the customers and integrates social media channels into the social CRM. Hence, it’s a strategy to streamline the organization's processes and improve its profitability. Interacting with the customers throughout the day is possible when you opt for social customer relationship management.

A traditional CRM is a tool to manage sales, productivity, contacts, and much more. The business relationship is improved with conventional CRM. On other hand, social CRM is miles ahead.

CRM software has information about customers. Email, telephone, mobile, and other contact details can be accessed easily from the software. You can also access recent news about the company and store all personal information of clients as well.

What Are the Benefits of Social CRM Software?

1. Improves your business process

   A Social CRM system helps in improving your process by making it transparent. You can improve your reach to the customer via all platforms. You get to get in touch with the customers via phone, email, or other interactive mediums. Consistency and efficiency of customer relationship management are carried over with the Social CRM solutions.

2. Internal communication is made easy

   All your internal teams must be on the same page. Marketing, IT, and admin teams should carry the same idea. The real-time updates should be able to be viewed by all teams. The teams act in collaboration, and confusion and inconsistencies are made void. Consistent and confusion-free communication is the key to retaining customers when you own a business process spread across the globe. Social CRM tools can help you achieve the same. However, you can expect the tools to work better only if you have chosen the best Social CRM tools.

3. R&D of the business improves

   Social CRM applications make the process sophisticated. This means the research and development niche of your business gets more attention. The capabilities of your team are improved. The customer conversations are now the responsibility of your R&D team. It can develop innovative products or services that the market currently needs.

4. Competitive intelligence

   What makes your business improvement cumbersome? Most of the time, it is because of the competitive edge. They can throw challenges, and often, you would be able to find how their conversions are successful hardly. With the best Social CRM tools, you can measure the factors which have been pulling you down. You can figure out the right digital marketing strategy for your business.

5. Improves productivity

   The ocean of information is in your hands when you have the Social CRM applications and tools for your business. You get to know the customer's needs, demographics, contact details, etc. The leads and conversions are hassle-free when you have a wealth of information. Ensure your sales team uses the CRM tools and the data you acquire from the software.

6. Helps stay upbeat

   Want to know customer sentiments and feedback? The smaller gadgets ensure this can be done with a few clicks. Thanks to social media, you can make your brand accessible. You can reach their contacts with Social CRM solutions even if your customers don't tag you.

7. Improves your customer relationship

   Get to know everything about your customers through social media. Are they camping around? Has a customer changed a job? Or is there a bundle of joy that has popped in? Congratulate your customer, and build a deep relationship with your customers. Technology can be used to improve relations. Make use of the opportunity to reinstate your brand value among the customers.

What Are the Two Types of Social CRM Tools?

Social CRM (Customer Relationship Management) tools are software platforms designed to help businesses manage their interactions with customers and prospects across various social media management channels. These tools can be classified into two main types based on how they are deployed and accessed.

1. Social media CRM tools

   Web-based programs that can be accessed using a web browser are known as social media CRM tools. These resources are accessible from any device with an internet connection because they are housed on a cloud server.

   Customer engagement, social listening, campaign management, analytics, and reporting are just a few of the capabilities that social media CRM software often offers for managing social media interactions. These tools are typically subscription-based.

2. Social media CRM software

   Accessible via the desktop program or web browser, CRM software for social media is installed on a local server or computer. Social media CRM software is typically more adaptable than CRM tools for social media since firms can customize the software to suit their own requirements. It is perfect for companies that need additional flexibility, security, and data control choices.

How Does A Traditional CRM Differ From a Social CRM?

Businesses can manage customer interactions using a traditional CRM (Customer Relationship Management) system and a social CRM solution. Despite the considerable overlap, there are several significant distinctions between the two instruments. Below we have analyzed how a regular CRM and a social CRM differ.

1. The central strategy

   Traditional CRM - The primary goal of a traditional CRM system is to manage customer relationships by collecting and storing customer data in a centralized database. This data can include customer contact information, purchase history, and other relevant information that helps businesses better understand their customers. A traditional CRM system's primary goal is to assist businesses in improving customer satisfaction, increasing sales, and increasing customer retention.

   Social CRM - The social CRM tool is designed to manage customer relationships on social media platforms. A Social CRM tool's main strategy is to monitor and analyze customer interactions on social media CRM tools like Facebook, Twitter, and LinkedIn. The tool collects customer data from social media platforms and stores it in a centralized database. A Social CRM tool's primary purpose is to assist businesses in engaging with customers on social media and improving customer relationships.

2. The difference in customer interaction

   Traditional CRM - The focus of a conventional CRM system is on customer interactions that take place off of social media. Communication by phone, email, or in-person with customers is typically used to manage customer relations. The system records information from these exchanges and keeps it in the main database.

   Social CRM - Customer interactions that take place on social media platforms are the focus of social CRM tools. The program keeps track of and examines social media activity, including likes, comments, and shares. Brand mentions, sentiment analysis, and engagement metrics are also tracked by social CRM platforms. Businesses may better understand how consumers interact with their brands with the help of social media data.

What Are the Features of Social CRM Software?

1. Marketing Tools

   Look for small business CRM software that has marketing tools. Do in-built marketing tools include SMS marketing, email marketing, and sales forecasting capabilities?

2. Call Center

   Call center features are excluded from low-priced plans. However, you can link them with the CRM software. If you want to improve the graph, your choice should be CRM software with call center capabilities.

3. Campaign Management

   Businesses can plan, create, execute, and track marketing campaigns across a variety of social media channels with the help of social CRM solutions. This consists of making and scheduling content, organizing advertising campaigns, and assessing campaign performance indicators. Businesses may improve their social media operations with the aid of social CRM solutions to increase engagement and lead generation.

4. Reports and Dashboards

   Reporting functionality is a part of the recent technology necessary for a business. The dashboard and reports can offer live status. Transferring the data to a compatible format with your system is also integrated.

5. Mobile Accessibility

   Mobile access to social CRM solutions enables users to access and manage their social media accounts while on the go. With the help of this function, businesses can instantly monitor their social media activity and immediately address client questions and complaints. Also, the availability of mobile devices enables businesses to write and publish social media updates from any location, assuring constant and timely interaction with their audience.

6. Workflows

   CRM software needs project management, which is the primary task. There are built-in workflows that help with task management in any organization. You need to check if the application you require is in your chosen plan.

7. E-commerce

   If you plan to go online or extend the capabilities of the existing site, then you can find the inbuilt E-commerce features.

8. Lead Management and Sales

   It is easy to generate leads from various resources using CRM software. Website traffic, social media platform, and newsletter sign-ups are good examples. This can help sales teams manage all the inbound leads.

How To Implement a Successful Social CRM Strategy?

Implementing a successful Social CRM strategy can help businesses better manage their customer relationships and interactions on social media platforms. Here are some key steps to consider when implementing a Social CRM strategy.

1. Define your goals

   To implement a successful Social CRM strategy, it's important to establish clear goals and objectives. Determine what you hope to achieve through Social CRM, whether that's increasing engagement with customers, improving customer service, or driving more sales.

2. Identify your target audience

   Understand the requirements, tastes, and social media habits of your target audience. Use this data to develop campaigns and messaging that are relevant to your audience.

3. Invest in the right tools

   Tools for monitoring, analytics, customer assistance, and automation are all accessible as part of the Social CRM ecosystem. Consider integrating the technologies you choose with other systems, such as your CRM or marketing automation software, to ensure they support your goals and budget.

4. Include sales and customer support in the process

   Social CRM is not just a marketing function - it involves sales and customer support as well. Involve these teams in the process to ensure that all customer interactions are consistent and aligned with your brand.

5. Use social listening to monitor keywords

   Social listening involves monitoring social media for mentions of your brand, products, or industry. Use this information to respond to customer inquiries, address complaints, and identify trends and opportunities.

6. Continuously evaluate and improve

   Social media is constantly changing, and your Social CRM strategy should evolve as well. Monitor your metrics regularly and make adjustments as needed to improve engagement, conversions, and customer satisfaction.

Things To Consider Before Buying the Best Social CRM Software

You can find leads and prospects when you deal with social CRM software. It helps maintain a relationship with existing customers and paves the way to acquire more customers. There are a lot of factors to consider when you are on the hunt for the best CRM software for your business.

Find out if the CRM software you have opted for is built for the size of your business. Do you need to consider if the employees can easily use it? Your answer to the question decides which online CRM software you should opt for. You need to opt for the software which makes it easy to integrate the software you currently use.

If you are in a dilemma with the plethora of social CRM applications in the market, then here are things you need to know before picking the right one.

1. What area do you need the CRM for?

   The Best CRM for social media marketing helps in improving productivity. Studies prove that sales increase by 29% when using CRM software. The sales forecast improves by 42%, while productivity moves up to 34%. There are a lot of CRM tools available in the market. But, where you do, you need them to improve efficiency is something you need to decide. Does your sales staff spend hours filling in data? Or do they spend considerable time finding contact details? An analysis of this helps in identifying the best social CRM tools. The simple tasks which take hours can be eliminated, and the same man force can be focused on getting more leads.

2. Is the social CRM software mobile-friendly?

   You cannot expect CRM software designed for a website to work on a tablet or a smartphone. When you want the sales representatives to perform better, it is essential to go for the CRM application, which is mobile-based. This is because the software still works efficiently when they are on the move. Companies that use mobile applications for CRM software have improved their sales performance.

3. What does the software offer?

   Understanding CRM software is cumbersome. When you are not investing time in understanding it, using it becomes intimidating. Spend some time analyzing various software available on the market. Analyze the features, and check if your business and team can use them easily. You should be able to allot time to check if the training can ensure your staff uses the software as efficiently as possible. The company you choose the buy the software from must include training as part of the strategy.

4. Is it compatible?

   Customer relationship management has various parts. You can use one for email marketing and another for SMS marketing. If you want a new application or a Social CRM system, think about integrating the latest software with the existing application. The software with many built-in integration options should be your choice if you have a huge business. You can use multiple applications for your needs.

5. Does it let you generate reports?

   Will you be able to get multiple reports? This is one of the capabilities of CRM software; you should care about. You should be able to get adequate reports and work on various metrics based on the reports you receive. You should be able to maximize the benefits of using CRM software. Only if the reporting capabilities are higher can you trust the CRM software!

6. Check out the customer reviews

   You can quickly identify the best Social CRM system based on customer reviews. If you can get personal recommendations, it is easy to find the right option. You can discover how the software works, its downsides and pros, how easy the integration process is, and if it has helped improve sales and productivity. Also, get to know if the customer service is efficient and reliable.

7. Cost of the software

   The package you decide to buy is the factor that determines the cost of the software. Try to find out if all the modules/features of the box are vital for you. If not, you can always get the required modules/features. This can also bring down the cost of the software.

8. Budget

   You need to ensure that all activities you do are budgeted for. The pricing model that fits your business size and needs is what you need to seek. The costs are set per user and month. When you look for more features, you will be paying more. When there are additional users, again, the plan is expensive. If you don't have a budget plan, you need to narrow it down to the needed features.
   If you are convinced about the Social CRM tools and software, check if you can try the software for free after narrowing down your search based on these factors. It is, after all, a big investment for your business. So, spending weeks analyzing the right CRM software is not a crime. Examine if the software meets your business's needs during the trial period. If not, check if the plans can be upgraded to get the results. If not, you can try another softwar

5 Best Social Media CRM Tools

Once you decide to adopt a social CRM software, you first need to look at different options. Below we have curated a list of the top 5 social CRM tools you can consider.

1. Salesforce CRM 

A range of customer relationship management capabilities are available to businesses through the cloud-based software Salesforce CRM. This social CRM software is intended to assist firms in centrally managing their sales, marketing, and customer service operations. Sales automation, marketing automation, customer service management, and analytics are some of Salesforce CRM's key features.

Key features

• Contact management and lead tracking
• Sales forecasting and pipeline management
• Marketing automation
• Customer service and support
• Collaboration tools and project management
• Customizable dashboards and reporting

Pros

• Powerful sales automation features
• Customizable dashboards and reports
• Large user community for support and resources
• Integration with third-party apps

Cons

• Can be expensive for small businesses
• Steep learning curve for beginners
• Some users may find the interface overwhelming

Pricing

• The pricing of Salesforce CRM starts at $25 per month.

2. HubSpot CRM

HubSpot CRM is a cloud-based software solution that provides businesses with a range of sales, marketing, and customer service tools. Key features of HubSpot CRM include contact management, lead tracking, marketing automation, and analytics.

Key features

• Contact management
• Lead tracking
• Marketing automation and campaign management
• Sales automation and pipeline management
• Customer service and support
• Customizable dashboards and reporting

Pros

• Free plan available
• User-friendly interface
• Robust marketing automation features

Cons

• Limited functionality in the free plan
• Limited reporting options
• Some users may find the customization options limited

Pricing

• The paid plans of HubSpot professional CRM suits start at $1600 per month.

3. Pipedrive CRM

Pipedrive CRM is a cloud-based software solution that provides businesses with a range of sales management tools. Key features of Pipedrive CRM include contact management, deal tracking, and sales automation. This ideal and highly recommended social CRM can help companies streamline customer interactions.

Key features

• Lead tracking
• Sales automation 
• Pipeline management
• Deal tracking and forecasting
• Customizable dashboards and reporting

Pros

• Simple and intuitive interface
• Flexible customization options
• Excellent sales pipeline management features
• Integration with third-party apps

Cons

• Limited marketing automation features
• Limited customer service and support functionality
• Some users may find the reporting options limited

Pricing

• The essential plan starts at $9.90 per month.

4. Zoho CRM

Zoho CRM is one of the best social CRM in the market. Businesses can access a variety of customer relationship management solutions using the cloud-based software Zoho CRM. Analytics, lead tracking, sales automation, and contact management are some of Zoho CRM's key features. This is one of the best CRM with social media integration.

Key features

• Sales automation 
• Pipeline management
• Marketing automation
• Campaign management
• Customer service and support
• Customizable dashboards and reporting

Pros

• Affordable pricing
• Robust marketing automation features
• Integration with third-party apps
• User-friendly interface

Cons

• Limited customization options
• Limited reporting options
• Some users may find the interface outdated

Pricing

• Zoho CRM pricing starts at $20 per month.

5. Freshsales CRM

Freshsales CRM is a cloud-based social CRM  solution developed to help businesses manage their sales processes, marketing campaigns, and customer relationships. It offers a range of features, including contact management, lead tracking, sales automation, and analytics.

Key features

• Sales automation 
• Deal tracking and forecasting
• Email automation
• Email tracking 
• Engagement analytics
• Customizable dashboards and reporting
• Mobile app for iOS and Android devices

Pros

• User-friendly interface
• Affordable pricing
• Strong email tracking and engagement features
• Excellent pipeline management tools
• Integration with third-party apps

Cons

• Limited customer service and support functionality
• Some users may find the customization options limited

Pricing

• The pricing of Freshsales starts at $15 per month.

Challenges Faced While Implementing Social CRM Tools

Businesses can benefit greatly from social CRM solutions, but putting them into practice can present some difficulties. In this response, we'll examine some of the major obstacles companies could have when putting a social CRM product into place and how they might get beyond them. 

1. Data Management

   One of the huge challenges companies face while implementing social CRM is managing a large database. This platform creates a vast amount of data that includes customer information, interactions, and feedback. These tasks can be overwhelming for companies if they're not familiar with similar processes.

2. Privacy and Security

   Assuring the security and privacy of client data presents a significant additional hurdle in the implementation of a social CRM platform. Social media platforms may be susceptible to security lapses and information disclosures, which may jeopardize the confidentiality of user information.

3. Measuring ROI

   The value of interactions and engagements on social media can be difficult to measure, making determining the return on investment (ROI) of a social CRM solution tricky. Companies may find it challenging to quantify how their social CRM initiatives affect revenue, customer retention, and other important business indicators.

4. Managing Customer Expectations

   Direct customer engagement with businesses is made possible by social media platforms, which can be a drawback while implementing the software. Consumers could have high standards for response times and demand prompt, effective responses from firms.

5. Managing Data Overload

   Social media platforms generate vast amounts of data, which can be overwhelming for businesses to manage. Businesses may struggle to keep up with the volume of data that is generated and may miss important insights and trends as a result

Who Uses Social CRM Tools?

Social CRM tools can be beneficial to various types of organizations, including.

• Non-profit Organizations - Non-profit organizations can utilize social CRM solutions to organize events, track donations, and communicate with volunteers and donors.

• E-commerce Businesses - E-commerce businesses can manage customer interactions, monitor sales and conversions, and examine consumer behavior by using social CRM solutions.

• Small and Medium-sized Companies (SMBs) - SMBs can utilize Social CRM technologies to organize sales and marketing procedures and monitor client interactions. Additionally, these techniques can increase customer loyalty and help SMBs comprehend their clients more fully.

• Customer Service Teams - To manage client questions and grievances on social media, give prompt responses and monitor customer satisfaction, customer care teams can employ social CRM systems.

• Sales and Marketing Teams - Teams in sales and marketing can utilize social CRM solutions to track sales, find leads, and examine consumer behavior. The sales and marketing departments can benefit from using these technologies to comprehend the wants and preferences of their customers.

• B2B and B2C Businesses - Social CRM systems are useful for both B2B and B2C businesses. These tools can be used by B2B businesses to measure sales, manage client relationships, and evaluate consumer behavior. These technologies can be used by B2C businesses to manage client interactions, track sales, and increase customer retention.

• Enterprise buyers - To handle customer interactions across several channels, large organizations with complicated customer relationship management demands may employ social CRM software. Enterprise buyers may increase overall customer satisfaction by using these tools to help them better understand their consumers.

Evolving Trends in Social CRM Tool

Social CRM tools are constantly evolving to keep up with changing customer needs and preferences. Here are some key trends in Social CRM tools that businesses should be aware of.

1. Artificial Intelligence and Machine Learning

   Social CRM tools are increasingly using AI and machine learning to analyze customer data and deliver personalized experiences. AI-powered chatbots and virtual assistants are also becoming more common, enabling businesses to automate customer service interactions and improve response times

2. Integration with Customer Feedback Platforms

   Social CRM technologies integrate with a range of platforms for collecting and analyzing customer input, including surveys, reviews, and feedback forms. As a result, this method enables businesses to make data-driven decisions and better understand the needs and preferences of their customers

3. Chatbots and Virtual Assistants

   Advanced chatbots and virtual assistants are being utilized more frequently for sales and customer service. They can quickly respond to consumer questions and assist customers in finding the information they need. 

4. Mobile-first Design

   Social CRM applications are embracing mobile-first design concepts as more customers access social media and other digital platforms on their mobile devices. By doing this, users are guaranteed a unified experience across all gadgets, including smartphones and tablets.

5. Omnichannel Integration

   Social CRM tools are integrating with multiple channels, including social media, email, and SMS, to provide a seamless customer experience across all touchpoints.

6. Social Media Analytics

   To track customer activity, preferences, and sentiment, social CRM applications use social media analytics. By doing this, organizations may better engage their customers and adjust their marketing and sales efforts.

7. Personalization

   The goal of social CRM systems is to provide clients with tailored experiences. Businesses can send personalized messaging, product recommendations, and promotions to specific clients by utilizing customer data and AI. 

8. All CRM is social

   Beyond social media, social CRM technologies are expanding to include all client touchpoints, including email, phone, and in-person encounters. This makes it possible for firms to build a thorough picture of every customer's interactions and preferences. 

9. Platform as a Service (PaaS)

   Social CRM tools are increasingly adopting a Platform as a Service (PaaS) model, allowing businesses to build custom solutions that integrate with other systems like marketing automation and customer service platforms.

10. Marketing and sales automation trends

    Social CRM tools are increasingly incorporating marketing and sales automation features, such as lead scoring, email marketing, and drip campaigns. This allows businesses to streamline their marketing and sales processes and improve efficiency.

11. Social commerce/selling to grow exponentially

    Customers can now immediately purchase products through social media platforms thanks to the growing integration of social commerce features into social CRM software. As more consumers use social media to investigate items and make purchases, this tendency is predicted to continue to rise.

Pricing of Social CRM Tool

The cost of social CRM software varies widely depending on the specific tool, the features included, and the number of users or contacts. Usually, the average cost of a social CRM software is between $20 to $150.

It's important to note that the price range is subject to change and may not include additional costs such as setup fees or add-on features. Businesses should carefully consider their specific needs and budget before selecting a social CRM tool.

What Is Social CRM Tool Meant To Measure?

Social CRM (Customer Relationship Management) is a tool that helps businesses manage their interactions with customers on social media platforms. Social CRM tools are designed to measure several metrics, including the level of followers, traffic, engagement, and brand mentions. Let's discuss each of these in detail.

1. Level of followers 

   The amount of people who follow a brand on social media is quantified by the level of followers. This statistic is crucial since it aids companies in comprehending the size of their audience and the potential audience for their content. The amount of followers a brand has across different social media networks, such as Facebook, Twitter, LinkedIn, and Instagram, can be tracked using social CRM solutions.

2. Traffic

   The quantity of visitors to a brand's website or social media page is referred to as traffic. This metric is essential as it enables firms to gauge the efforts and success of their social media marketing initiatives in increasing website traffic. The number of visitors to a brand's social media pages and the number of clicks that result in trips to the brand's website can both be tracked by social CRM solutions.

3. Engagement

   Engagement is a metric that evaluates how much a brand's social media material is interacted with by its audience. This measure is essential since it gives businesses insight into how much and how well their audience responds to their material. The number of likes, comments, and shares that a brand's social media material receives can be tracked using social CRM solutions.

4. Brand mentions

   Brand mentions are a metric that calculates how frequently consumers discuss a brand on social media. This measure is crucial since it aids organizations in understanding how frequently and what exactly consumers are mentioning their brand. Social CRM systems can monitor the quantity of mentions a brand receives across different social media channels and assess the tone of those discussions (whether they are positive, negative, or neutral).

The Principles of Social CRM and Its Need

Usually, when there are discussions about CRM, it can be related to technology, strategy, and process. When it is about CRM technology, it is a cloud-based product. The technology analyzes and interacts between the company and the users. CRM strategy is a business philosophy to manage customer relations. The process of CRM is adopted to nurture business relationships.

Social media has changed the approach to customer-centric business. Some tasks can now be done through the Social CRM applications. These tools and applications of the best Social CRM tools help transport the business approach from company-centric to customer-centric. The principles of social CRM are -

• Collaboration

• Transparency

• Advocacy

• Mutual value and co-creation

If your business needs to survive in the competitive world, Social CRM solutions are the most important technology you will need. With sales CRM software, you can be aware of the current trends and improve leads to flow and sales. Understanding the need for social CRM integration is crucial. The sales team can understand the sales forces better, and the marketing team makes forecasting easy. Conversations with customers can be maintained and used at any time using CRM. The HR team, supply chain management, and every other team can find CRM useful. Get to know more about this here.

Conclusion

For organizations that manage their customer interactions and involvement across social media platforms, social CRM software has emerged as a crucial tool. Using social CRM solutions, organizations may collect insightful information on consumer behavior, tastes, and sentiment that can be utilized to customize experiences and raise customer happiness.

With the rise of artificial intelligence, chatbots, and omnichannel integration, Social CRM tools are becoming more sophisticated and powerful than ever before. However, businesses need to carefully evaluate their specific needs and budget before selecting a Social CRM tool, as pricing, features, and functionality can vary widely. Lastly, Social CRM software is an indispensable asset for businesses looking to improve customer engagement, retention, and loyalty.