Why Invest in a Social CRM Platform?

Social media marketing is one of the most effective ways to reach new customers and deepen connections with existing clients. Here at Optimize, we’ve developed a high-quality social CRM, or customer relationship management tool, that can make social media management much easier and more effective. Using Optimize HQ, our social CRM software, also ensures that businesses reap the full benefits of social media marketing.



How does a social CRM work, and what can it do for your business? Keep reading to learn everything you need to know about using social CRM to build a better social media strategy. We’ll also get into the benefits of social CRM, like improving customer service, boosting lead generation, and increasing customer engagement.

What is a Social CRM tool?

A social CRM tool integrates social media channels with traditional CRM functionality. The result is a tool with very far-ranging capabilities.

Social CRMs help businesses have deeper, more meaningful interactions with current and potential customers over social media. And their robust reporting features help businesses understand their customers better than ever before.

A social CRM like Optimize HQ can:

• Help manage and organize your social media campaigns
• Facilitate interactions with new and existing customers and track brand engagement
• Build customer profiles and help deepen understanding of consumer preferences

Let’s take a closer look at how a social CRM gets all of that done.

How Can a Social CRM Manage and Organize Your Social Media Campaigns?

Today, maintaining a social media presence is a challenge for many businesses. It’s no longer just a matter of posting a few times on Facebook, Twitter, and Instagram. The social media space has expanded to include Snapchat, TikTok, and other social media platforms. 

Besides, people are simply spending more time on social media, which means businesses need to ratchet up their level of social media presence in order to stay relevant.

A good social CRM can help. Our social CRM software, Optimize HQ, acts as a single organizing hub for all of your social media platforms. Plan, schedule, and post your content across multiple social media channels, all from our social CRM. Get all of your messages, likes, and other interactions from your social media platforms delivered to one inbox.

That means no more scrambling to get posts put up on all of your platforms. It also means you won’t need to keep checking notifications on all platforms. With your social CRM acting as your mailbox, you won’t have to worry about messages slipping through the cracks.

How Can Social CRM Facilitate Interactions with Consumers?

Social media CRM gives businesses the opportunity to make deep and personal connections with customers. Its rapid, interactive nature means that you can get to know your customers — and they can get to know you. This can lead to long-lasting customer loyalty. It can also widen your customer base and help you generate leads.

But how do you stay on top of all the customer interactions on social media? If you’re juggling multiple platforms, it’s a challenge to read and respond to all the queries and comments. And in the age of social media, customers expect responses very quickly.

Our social CRM software, Optimize HQ,  automatically tracks all of your brand mentions across every platform and delivers them to your inbox. Customer queries, opinions about your brand, and complaints all show up in your inbox so that you can respond promptly.

A good social CRM tool also keeps records of all your interactions with customers, so you can easily call up your last conversation with each customer whenever you need to refresh your memory of your last connection.

How Can Social CRM Build Customer Profiles?

Social CRM tools automatically collect profile data on all of your social media contacts. Whenever someone engages with your brand on social media, they get wrapped into your network, and your social CRM starts populating their profile.

These profiles aren’t static — your social CRM will keep scanning your networks and looking for changes to people’s user profiles. Those changes will be automatically reflected in the profile data that you have stored.

The result is a set of highly accurate, detailed customer profiles that your marketing and sales teams can put to good use. The better you understand your customers, the more you’ll be able to deliver exactly the kind of products and services that your customers want.

What Are the Benefits of Social CRM Tools?

A social CRM integrates social media into your CRM so that you have a wealth of data at your fingertips. That data includes:

• Information on traffic from your social media posts: Your CRM monitors where traffic comes in and how frequently it leads to conversion so you can tell which social media posts have the most impact.
• Engagement levels: Your CRM measures overall consumer engagement with your brand and breaks that down into likes or dislikes, comments, and other interactions.
• Brand mentions: Your CRM can track keyword usage and brand mentions so that you know whenever people are talking about your business. This kind of social listening is a great way to learn more about how people respond to your products and services.

Your sales and marketing teams can use all of this data to deliver better social customer relationship management. For example, whenever a customer asks a question on social media, your team can respond to it right away. If a customer has a complaint, you can also respond quickly, addressing issues before they become serious.

Being able to respond quickly — and publicly — to customers’ questions and complaints will also boost your company’s reputation. Customers will value your responsiveness and your willingness to take criticism. This is another way to deepen your connection with your customers and form lasting relationships with them.

How Can a Social CRM help you?

A social CRM can make your marketing efforts run more smoothly and efficiently. Integrating social CRM tools can even lower the overall cost of your marketing campaigns. After all, posting on social media is free. You may want to hire a social media manager, but you can also get started using nothing more than a social CRM.

Here are just a few of the things a social CRM can do to improve your marketing:

• Quickly send out information to all of your platforms from one central location
• Make posting across multiple platforms easy by connecting your accounts to one dashboard
• Promote a strong and consistent brand by ensuring you’re sharing the same information across all of your platforms
• Stay on top of reviews, comments, and complaints from the public on social media
• Stay connected with your online community, and never miss out on any conversations about your brand
• Respond promptly to customer reviews from your various platforms
• Respond to or manage comments from your platforms 
• View marketing insights from your platform so that you can assess which campaigns are working and which need to be reconfigured
• Track the progress of your campaigns by monitoring traffic to your site from social media posts
• Track conversion rates from social media posts
• Monitor customer reactions to your products and services so that you can grow your understanding of customers’ tastes, preferences, and experiences 
• Gain a deeper understanding of which content is popular with customers, and use that knowledge to expand your social media following
• Track engagement metrics to gauge the resonance of your content
• Track impressions to learn how many times users view your content
• Track the number of times users click on your call to action
• Track website clicks, calls to your business, messages, and more
• Deepen your engagement with consumers across multiple social media platforms
• Read and respond to customers’ comments, reactions, likes and dislikes in real time
• “Meet” your brand’s fans and followers and build relationships with them
• Generate fresh leads through an expanded social media reach

Final Thoughts: How to Optimize Your Social Media Marketing

As we’ve seen, a social CRM can transform your social media marketing efforts. You’ll see the benefits of a social CRM throughout your business, but ultimately, in your bottom line. Reaching and connecting with your customers translates to more business and more repeat customers. 

Are you ready to grow your business and transform your marketing campaigns? We offer our very own Social CRM platform called Optimize HQ!

Whether you are a current client looking to learn more about how we’re managing your campaigns or if you would like to handle it all yourself, Optimize HQ offers you the perfect platform to manage reviews, schedule and send out social posts, view page insights, and more! If you want to learn more about our programs, schedule your free consultation today.