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Social CRM

Social CRM built for the needs of Customer Service Representatives

The Web has gone social, and there’s no turning back. Social networks and social media have revolutionized communication channels and changed the way your customers expect to interact with you. Today, social media is rising as a new and important customer service channel.

Pivotal Social CRM brings the power of the social Web into your business where it’s most relevant and valuable: within your customer service system. An application module built for the Pivotal CRM 6 platform, Pivotal Social CRM integrates the most popular and ubiquitous social media tools—Facebook, LinkedIn, Twitter, InsideView, and Google BlogSearch—with your CSR’s daily activity hub, CRM. Bring the deep insight and business intelligence of these social media sites into your customer database, while incorporating social media elements into your customer service team’s natural daily workflows.

Key Features

  • Social Media Integration with Facebook, Twitter, LinkedIn, InsideView, and Google BlogSearch
  • Account Linking
  • Activity Viewing
  • Aggregate Views
  • Social Media Searches
  • Social Media Monitoring
  • Social Media Communication
  • CRM Actions
  • Facebook Event Management
  • Social Media Activity Tracking
  • Relationship Tracking

Here's what Pivotal Social CRM can do for your service team

Streamline Public Communication

Broadcast marketing messages and corporate announcements to your CRM contacts and social network base in a single step. You can easily expand your social networking presence by inviting customers, prospects, employees, and anyone else in your CRM database to connect through your social networking accounts.

Gain In-Depth Customer Insight

Identify customers and find out what they’re saying and to whom, then take immediate action within the CRM system, assigning tasks and follow-up, as appropriate.

Open Up a New Customer Service Channel

Monitor popular social media sites for customer issues or questions about your products and services, so you can respond and react in a timely manner to ensure customer satisfaction.