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What are some innovative ways to use technology to improve customer communication in CRM?

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Customer communication is a key aspect of customer relationship management (CRM), as it helps to build trust, loyalty, and satisfaction among your clients. However, with the rapid changes in technology and customer preferences, you need to constantly innovate and adapt your communication strategies to stay relevant and effective. In this article, we will explore some of the innovative ways to use technology to improve customer communication in CRM.

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Basil Malik

CRM Thought Leader | Creatio Partner and No-code Advocate | Formstack Partner | Software Integrations and Software…
Archana Lokesh

Global Sales and Biz Dev Leader ?? | Pipeline strategist ?? | SDR BDR Leader ???? | People Coach ?? | Gen Z advocate &…
Danial Hassan

Unlocking Growth Opportunities and Strategic Partnerships | Helping businesses to improve Customers' Experience and…

1 Chatbots and AI

Chatbots and Artificial Intelligence (AI) are two of the most popular and powerful ways to use technology to improve customer communication in CRM. Chatbots simulate human conversations and provide instant and personalized responses to customer queries, requests, or feedback. AI can enhance chatbots by enabling them to learn from customer data, context, and behavior, offering more relevant and accurate solutions. Through leveraging chatbots and AI, you can reduce response time, increase availability, provide consistent and accurate information, enhance customer engagement and satisfaction, collect valuable customer insights and feedback, as well as automate repetitive and simple tasks.

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Danial Hassan

Unlocking Growth Opportunities and Strategic Partnerships | Helping businesses to improve Customers' Experience and Marketing ROI
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Implementing AI chatbots or virtual assistants to provide real-time support and answers to customer inquiries. These tools can handle routine customer queries 24/7 and free up human agents for more complex tasks. Also, implementing real-time surveys within your CRM platform to collect feedback immediately after a customer interaction is something that can improve customer communication. Use this data to continuously improve your customer service.

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2 Video and live streaming

Incorporating video and live streaming into your customer communication channels is an innovative way to use technology to improve CRM. Visual and interactive forms of communication can convey your message more effectively and authentically than text or audio. Video and live streaming can showcase your products or services in action, demonstrate your expertise and credibility, create a sense of connection and community, educate and entertain customers, and encourage customer participation and feedback.

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3 Social media and messaging apps

A third innovative way to use technology to improve customer communication in CRM is leveraging social media and messaging apps. These platforms are widely used by customers and offer convenient, familiar ways for companies to reach out. Utilizing these apps can help increase visibility, build brand awareness, offer personalized content and offers, create loyal and engaged communities, and monitor customer reviews and complaints.

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JC Negri

VP of Growth at Intech Innovation Group
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It is amazing that having a cellphone (To Call or Talk) is used for messaging services - apps. Which is valuable and valid. Now days, it increases interaction and rapport (amazingly). I had a customer who liked to interact via WhatsApp due to the happy faces; it provided her with a reaction of acknowledgment. In reality, it is a valid answer. Be open to all available tools and provide the best customer experience possible

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4 Gamification and VR/AR

A fourth innovative way to use technology to improve customer communication in CRM is to apply gamification and virtual reality (VR) or augmented reality (AR) to your communication strategies. Gamification is the use of game elements and mechanics to motivate and reward your customers for their actions and behaviors, while VR and AR create immersive and realistic experiences. By utilizing these strategies, you can increase customer motivation and retention, provide fun and memorable experiences, differentiate your brand from competitors, boost customer loyalty and referrals, as well as collect useful customer data and feedback.

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Basil Malik

CRM Thought Leader | Creatio Partner and No-code Advocate | Formstack Partner | Software Integrations and Software Experience Consultant
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Gamification is a great way to incentivize customers to participate in your business processes and their parts of the customer journey. This concept is typically integrated well into customer portal/online portal experiences. The trick to successful gamification is to ensure that the behavior you're trying to instill in customers aligns with a reward that resonates with them. Make the reward for participation something tangible, easy to win, and relevant. Additionally, make the "game" aspect of it fun and inviting. Another way to qualify an incentive is to ask yourself, "If they don't do [thing], what could that cost me?" If their input could generate $100 in cost avoidance each time, make the reward equivalent to $100 to the customer.

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5 Email marketing and automation

A fifth innovative way to use technology to improve customer communication in CRM is to optimize your email marketing and automation. Email marketing is a powerful tool in CRM, as it allows you to reach customers directly and personally. Automation can streamline your email marketing processes and tasks. By segmenting and targeting customers based on their preferences and behaviors, sending timely and relevant messages and offers, increasing open and click rates, measuring performance, and nurturing leads and customers, you can significantly boost customer communication in CRM through email marketing and automation.

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Basil Malik

CRM Thought Leader | Creatio Partner and No-code Advocate | Formstack Partner | Software Integrations and Software Experience Consultant
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Organizations use the concept of email marketing and automation differently. I've worked with several companies that integrate the concept of email automation into their customer journey (not just to sell something). Email communications are automatically structured based on the customer's location relative to their post-sale journey. The first step thanks the customer for their business and advises them on what they can expect to happen next. The email communications continue so long as they add value to the experience. Once they've reached the end of their journey, the customer receives instructions and clear actions to take if they have questions or would like to explore other products and services.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Archana Lokesh

Global Sales and Biz Dev Leader ?? | Pipeline strategist ?? | SDR BDR Leader ???? | People Coach ?? | Gen Z advocate & Coach ?? | Woman In Sales Leadership ??
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This is a constant process that needs evolvement. 1. Listen Actively: Pay attention to customer feedback and their changing needs. 2. Embrace Technology: Stay up-to-date with communication tools and channels, like social media or chat apps. 3. Be Personal: Make messages more personalized and relevant to individual customers. 4. Evolve and Improve: Continually adapt your communication strategies to keep up with changing technology and customer preferences.

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What are some innovative ways to use technology to improve customer communication in CRM?

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2

3

4

5

6

1 Chatbots and AI

2 Video and live streaming

3 Social media and messaging apps

4 Gamification and VR/AR

5 Email marketing and automation

6 Here’s what else to consider

Customer Relationship Management (CRM)

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What are some innovative ways to use technology to improve customer communication in CRM?

1

2

3

4

5

6

1 Chatbots and AI

2 Video and live streaming

3 Social media and messaging apps

4 Gamification and VR/AR

5 Email marketing and automation

6 Here’s what else to consider

Customer Relationship Management (CRM)

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