Whether we like it or not, social media has had a major impact on how businesses interact with their customers online. It is a great avenue for businesses to get their messages out and enhance awareness of their brands. It also has a huge potential of backfiring if any possible customer complaints voiced via social platforms are not handled properly. In addition, a lot of companies are still not responsive enough on social media and rarely reply to potential customer inquiries through the channel. As a result, many businesses fail to tap the full potential of social media when it comes to understanding and consolidating their client base. That’s where social customer relationship management (CRM) programs such as the one developed for the Chinese market by Moxian, Inc. (OTCQB: MOXC) come in.
The traditional customer relationship management platform typically focuses on managing and collecting static data about customers based on phone or email interactions between company and customers. The collected information often includes contact history, past purchase data and customer demographics. With Social CRM systems, an additional layer of information is added, extracted from the social networks where a customer shares information. A Social CRM allows companies to develop a more complete profile of their customers by tracking info such as revenue and social influence. By monitoring information that the consumer shares publicly outside of the direct communication with the company, any business will be able to combine the data it already has about current or prospective customers with new info around their intentions and sentiments. This will allow companies to take action faster, project customer needs in advance and develop a customized response to each consumer group.
It was with this personalized approach in mind that Moxian set off in 2010 to create a new way of combining social media with business intelligence and entertainment. The Chinese company’s proprietary Social CRM system is at the foundation of its multi-channel social commerce platform, and was developed in such a way to help consumers and merchants interact, further allowing merchants to run targeted advertising and promotions that can then generate personalized reports.
Targeting the giant Chinese online-to-offline market, Moxian’s platform for small and medium-sized enterprises consists of two primary mobile apps: Moxian+ Business App for merchants and Moxian+ User App for shoppers, both of which are available for free download for both iOS and Android users.
The company’s business app has built in Social CRM and offers merchants a wide range of options, from setting up a store on the Moxian platform to pushing promotions through the platform and obtaining customized reports for their stores. The user app serves to introduce consumers to the platform and includes social networking capabilities, a game center and a redemption center. The app comprises Moxian’s proprietary virtual currency, MO-Points and MO-Coin, which can be earned by playing games and then used to redeem prizes from merchants or Moxian. This mechanic ultimately helps to drive registered consumers to the merchants and allows companies to advertise their services, run marketing campaigns and learn about their customers and their habits through the Moxian platform.
For more information, visit the company’s website at www.Moxian.com
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