Engagor Streamlines Webcare With a Built-in Social CRM

By: Lien Brusselmans

March 12, 2013

Social CRM and its integration with your existing CRM system

Now that customer support through social media is becoming more and more important, companies have started streamlining their workflow and strategy. Whenever someone addresses you (your brand) on Facebook or talks about you on Twitter, you want to know who this person is and whether there are any previous conversations you should know about. These elements were already part of Engagor, but we now also offer you the possibility to add a variety of other details like a person’s telephone number or email address. This way you can create detailed contact information sheets and build a Social CRM. What’s more is that you can also integrate your own CRM system with all the information you have on a social profile (Twitter, Facebook, Google+, LinkedIn, etc.) in Engagor!

Social CRM: detailed contact information sheets

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Whenever you click a post about or addressed to your brand, his contact information sheet is opened. The first thing you then see is the basic information: the contact’s full name, the recent conversations in which this user mentioned or addressed your brand, as well as the tags you have previously attached to the user. Similar to adding tags to mentions, you can now also add tags to social profiles/users. On top of the information sheet you can click on ‘Details’ to see more detailed information. Via the drop-down menu you can access several other important elements. Here’s an overview:

  • Details
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    Details consists of all the extra information that specific social network gives us. Especially for Twitter that’s quite a lot: biography, number of followers, Klout score, etc. You can complete this information with that person’s telephone number, email address, etc. These are all basic ‘fields’ we offer by default but you can also add custom fields of your own, for example the client number.
  • Facts
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    The Facts tab tells you how many conversations about your brand (or other topics) this person was involved in, with subdivisions according to the type of message. Is it someone that posts many new messages about your brand? Is he often retweeted? Because it that case it might very well be an influential person in your industry.
  • Notes
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    Add whatever note you want to make sure you and your colleagues have all the information they need to offer an excellent customer service!
  • Following (only for Twitter)
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    To send a private message to a Twitter user, that person needs to be following you. It’s now very simple to verify whether this is the case. In this example @engagor_nl is not following @folke but @folke is following @engagor_nl. You can start/stop following people from withing Engagor by just clicking the circles under ‘you follow’.
  • Send message (only for Twitter)
    If you want to send an entirely new message to this user, you can do so from within his contact information sheet.

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Integrate your Engagor Social CRM with your traditional CRM system

As indicated in the introduction the Engagor Social CRM is not the only new feature we are launching today. As of now you can integrate whatever CRM system you want in Engagor! This can be an existing CRM tool or your in-house developed CRM. In the contact information sheet you will then be able to see the information you have on a person in your traditional CRM. If you want to know all about these CRM integrations, please have a look at our support article.