Why Social Media CRM is important for the Automobile Industry: Motorbike Segment
Social media has been a great platform for businesses to connect with their customers and promote their products and services. The automobile industry is no different, and motorbike segment is one of the most important markets for the industry. In this article, we will take a look at how social media can be used for the automobile industry, specifically for the motorbike segment. We will look at some of the most effective ways to use social media for generating leads for this industry, and how it can be used to reach more customers and convert leads to sales.
Nowadays Social media communication is more important to connect with the target audiences of Brands. It helps create a brand persona for the loyal customer who has internet access and knows the brand very well. In the case of the Automobile industry Customer Service, Query Management, Sales, Support, and Complaints Manage are very much important through Social Media. Here people easily communicate with the brand. On the other hand, the Brand can connect with target customers through social media. The automobile industry is basically lead based industry and here brands always fulfill the first mile of communication. Brands Still struggle with Last-mile Fulfillment, missing Leads (sales, support & service), Customer data, and Insight into Social Listening & Monitoring.
We have learned from our experience journey in the automobile industry. Here will be discussed how a motorbike company gets the best solution using related customer growth solutions, social engagement, and lead management solutions by the CommEngine Social Media CRM tool.
Before Using any Social Media CRM- Story begins
One of the renowned motorbike companies promotes its brand on social media to connect its brand with audiences.They managed their Social Media in Traditional way. But they couldn’t find any prospective results on it. They changed their Social media team several times but still, they missing actionable data a lot.
One Day, the CommEngine team analyse their brand page on social media and get some loopholes and prepare a revamp that was discussed with that brand.
CommmEngine team sits with the brand and discussed several times regarding brand’s pain-point also. In summary, CommEngine team get-
The brand couldn’t manage 100% social communication.
They don’t have actionable social & retail customer data
Significant missing sales, support & complaint lead, and conversion
Social listening & Market Monitoring Missing
Less owned source for BI & data-driven action.
Concisely, we can say that motorbike brand spent an enormous effort to get traffic on social media page but still struggle with last-mile communication fulfillment, missing sales & support lead, customer data & Insight & social listening & Monitoring.missing the last mile
The CommEngine Team Proposes Social Media Communication & Lead Management Strategy + CommEngine Growth Solution + Fulfillment Resources (QMT) for the best output and last-mile journey.
Workshop & Piloting
On the sound of “seeing is believing” CommEngine encourages their customers to pilot before making a decision. CommEngine Team Designs the CxM strategy according to brand expectations by holding multiple sessions with the Brand team. On the piloting Brand, the Fulfillment Resource team & CommEngine team works to maintain the strategy during Social media query management and The CommEngine CRM Tool will produce the reports for Management visibility.
Onboarding Journey
After piloting Brand management, the Fulfillment Resource team, & CommEngine team seat on a closer meeting and discuss piloting outcomes, requirement analysis, and commercial discussion. If all goes alien, then make a date to sign the agreements (PO, SLA, NDA, Deed)
Real Use case after using CommEngine Social Media CRM
We summarized the use case in a Seven-step journey about a Social-CRM & Growth Solution that can help to grow sales through social media, support loyal customers, and get a lifetime customer database which is an asset of the organization.
Step 1: Prepare CxM Strategy & FR Training
CommEngine prepares Social Customer Communication Strategy and Lead Management Strategy according to Brands’ expectations from Social Media. Brand guide CommEngine regarding their intention and expectations. It’s the guideline and SLA for the query management team on how to use CommEngine tool properly. Here clearly define Query Management Team Task, Supervision Task, Lead management strategy etc for last-mile fulfillment. CxM (Customer Experience Management) is gradually updated, to manage customer queries on social media, create an analysis and social monitoring from communications, find warm leads, build a potential customer database with their insights, manage better follow-ups, serve the best from the brand and ensure customer satisfaction. Sometimes we can design how to operate a passive survey on social media to meet brand needs.
CommEngine conducted multiple offline and online training sessions to make QMT user-friendly with the tool, special sessions for newly hired employees and shared visual user guides. Agents are encouraged in the session on how to manage communication while maintaining CxM flow and its requirements.
Step 2: Query Management:
Query Management Team manages all queries through CommEngine Social Media CRM tool in an organized way according to CxM Strategy where Query Management team efficiency increased by 20%. Team doesn’t miss any social communication and reply the customer holding a brand persona.
Step 3: Customer Database:
In lead-based automobile industry, each & every customer is potential. Query Management Team profile each customer with phone no, email, location etc and classify them according to their social communication intention for creating a customer database. This database is life time asset for the organization.
Step 4: Lead Generation:
Communication coming from social media is one kind of asset for a lead-based industry as a social media profile holds brand value. But handling the communication is a tough thing and to define the business need or customer need to segment the TG to categorize the lead there must be defined automation that can connect the loopholes. And here CommEngine connects the loopholes and furnishes an effective way of QMS. When a communication dive into the system, agents can categorize them into different segments and define the customer according to their user attributes ad throw the lead directly to the LMS. With CommEngine a user can Capture Qualified Leads (sales/support/query) & manage with organizational structure, plus nurture them to final fulfillment.
Step 5: Lead Nurture & Conversion
Just after the first tier the stage that pops in is the process of nurturing the lead. Lead can come from different mediums social media, retail customers, agents etc. after the lead generation no the process is to push them into the LMS of CommEngine. And with CommEngine start nurturing the lead step by step. From the beginning status to the final lock status CommEngine with follow the lead-up with reasoning. While the follow-up process, CommEngine will allow you to reach them directly to the messenger inbox or via SMS or Email with the status-changing history. On the other hand, brand can follow-up on leads through outbound calls and create reports on the conversion of leads.
Step 6: Analytics and Decision making
Last but not least and CommEngine provides Data-driven analytics and insight into the total journey of your work from the engagement ratio to the tag analytics to agent performance measurement. With the help of these analytics, anyone can simply design the strategy and also can identify the place that needs to be handled with more concern.
Better inform and engage on social media with CommEngine from a single dashboard, you can engage without missing a single communication, monitor relevant conversations, and measure public sentiment around programs and policies with real-time social listening and analytics.
Step 7: Segment-based Re-target
CommEngine allows the segmentation to brief the segmentation concept assuming that one group of people wants to support another group of people who want the service/ Product and the other group wants to do the query, on that basis CommEngine will allow to the segment. Now the question is what you can do with the categorized group of people. CommEngine provides a feature we call a retargeting campaign. This most valued feature e help to retarget the people specifically. Simply If you’re offering support then select the people who wanted the support from you.
At the last
In conclusion, social media is a powerful tool that can be used to reach out to potential customers and create a connection with them. By using CommEngine Social Media CRM wisely, a brand gets a lifetime Customer database for retargeting, significant Sales, Support, and Complaint leads, and step-by-step strategy-wise response and follow-up with the customer.