CRM contacts are placed in a group to segment a particular target group and to proactively approach this group. In addition to Twitter, you can also place Facebook and WhatsApp accounts as contacts in a group.
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Adding a contact to CRM
It is possible to add contacts to the CRM from your stream overview. Click on a message and you will see an option appear on the right side to add users to your CRM.
Click the Add button and you will see two options appear:
You can add to an existing contact or create a new CRM contact.
Overview CRM
After adding a contact, you will see it in the overview at CRM.
Groups
The CRM feature is useful for dividing contacts into groups. You can then take specific action on these. Groups can be used in a search with the operator group: for in your reports or if you want to exclude this person in the stream. For more information about excluding people, look here.
Commonly used groups are Ambassadors and Criticasters. A message from an account that is positive about you and/or your organization can be placed in the Ambassadors group. A negative message from someone who is critical can be posted in the Criticasters group.
Groups can be created from streams by adding a contact or via user information from the CRM view.
When you click on Add group you set the name of the group and give it a color. You can easily find this color in the overview. Click on Save.
Once you have added someone to a group you will see in the stream that to the right of the account name is a vertical block with the color of the group.
Using Quick Search, add contacts to a group
Another way to add someone to a group is through Quick Search. With Quick Search, Spotler Engage searches an account's Twitter bio and so you can add accounts based on interests, preferences or the company they work for.
User information
The Contact Information shows the account information of the message you clicked on. Spotler Engage retrieves this account information from the relevant platform. So it also varies per message what information is shown. From a Twitter message, the Twitter bio is retrieved and you see the account name, how many followers someone has on Twitter, and possibly the website and description. If an account is added to the CRM, the contact information added manually is shown here.
Points of attention
There are a few concerns regarding CRM:
Opening hours profile description
In the profile description of a WhatsApp for business number: Because the management of WhatsApp lies with Spotler Engage, you need to email the adjusted times to helpdesk@obi4wan.com. This adjustment will only be visible in the profile description on WhatsApp.
Google reviews
Messages from Google reviews coming into OBI cannot be processed in the CRM unfortunately. This is because in the background we do not get the correct information per user from Google. As a result, these messages cannot be processed in our CRM.