Guidelines to boost your social CRM and enhance customer experience. Understand the kind of expectations your customers have and how you should deal with the same.

1. D O ' S &
D O N ' T S O F
S O C I A L C R M

2. Keep an eye on what’s happening
Align your brand messaging
Respond quickly but carefully
Talk like a friend
Drive conversations off the wall
Know your returning customers
Provide solutions not promises
DO'S

3. 1
KEEP AN EYE ON
WHAT’S HAPPENING
Great CRM comes with better social
monitoring. Keep track of what your
customers are talking about you. Identify
complaints, and queries and respond to
them in real time.
D o ' s & D o n ' t s o f S o c i a l C R M

4. 2
ALIGN YOUR
BRAND MESSAGING
Make sure your customers are not
confused about your brand. Maintain
consistency in brand messaging across
departments, e.g. marketing and
customer support.
D o ' s & D o n ' t s o f S o c i a l C R M

5. 3
RESPOND QUICKLY
BUT CAREFULLY
Brands nowadays are battling to achieve
lowest first response time. While doing so, it
is important to ensure no errors occur,
grammatical or conceptual,.
D o ' s & D o n ' t s o f S o c i a l C R M

6. 4
TALK
LIKE A FRIEND
Be the friend to your customers who
listens to their woes as well as comes up
with the best solution. Empathize with
them and solve the problems to leave a
better impression.
D o ' s & D o n ' t s o f S o c i a l C R M

7. 5
DRIVE
CONVERSATIONS
OFF THE WALL
Reduce negativity on your wall by driving
complaint related conversations to direct
messages. Provide quick solutions to avoid
returning complainers.
D o ' s & D o n ' t s o f S o c i a l C R M

8. 6
KNOW YOUR
RETURNING CUSTOMERS
Enable data recording to ensure you do not
make your returning customers repeat
themselves over and over again. Achieve
customer delight by adding a personal touch
to your messages, with pre-recorded data.
D o ' s & D o n ' t s o f S o c i a l C R M

9. 7
PROVIDE
SOLUTIONS NOT
PROMISES
Quick response is good, but providing quicker
solutions is a must, to ensure great CRM. Simply
promising a solution and not providing it only adds
to the count of angry customers.
D o ' s & D o n ' t s o f S o c i a l C R M

10. Don't be rude, even if you are right
Don’t keep the complaints on the wall
Don’t push on a deal
Too casual is not good!
Don’t use a bot for all purposes
DON'TS

11. 1
DON’T BE RUDE
EVEN IF YOU ARE
RIGHT
Sometimes your customers come up with
unreasonable demands. You can definitely say no
but don't forget to be polite. However angry you are,
stay calm and don't be rude.
D o ' s & D o n ' t s o f S o c i a l C R M

12. 2
DON’T KEEP THE
COMPLAINTS ON THE
WALL
This doesn't mean, you delete the complaints
that have already come in. The trick here is to
keep the wall clean by diverting conversations
to a direct message. Add a link to prompt your
customers to DM you instead.
D o ' s & D o n ' t s o f S o c i a l C R M

13. 3
DON’T PUSH ON A
DEAL
We completely agree with the fact that every
engagement is yet another opportunity for a new
sale. Yet, we recommend you do not push a deal on
your customers/prospects. This'll just leave you
looking desperate and annoying!
D o ' s & D o n ' t s o f S o c i a l C R M

14. 4
TOO CASUAL IS NOT
GOOD!
Of course social media is supposed to be
casual, but when you are representing a
business, it is best to stick to the brand's
language standard. A few jokes and sweet
words now and then doesn't harm, but be sure
to use them at the right moment.
D o ' s & D o n ' t s o f S o c i a l C R M

15. 5
DON’T USE A BOT
FOR ALL PURPOSES
Bots are great to send those canned responses and
to help you achieve a low first response time, but
nobody likes those default "sorry I don't understand"
templates. Use AI driven bots to switch to humans
wherever necessary.
D o ' s & D o n ' t s o f S o c i a l C R M

16. I F Y O U H A V E
Q U E S T I O N S ,
C O M M E N T
B E L O W !
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