When you encounter a potential Lead or Contact anywhere in Zoho Social (in your mentions, or live stream), you can add them as a CRM contact for potential sales prospects: You will be able to add them as a new Lead, or associate them with an existing Lead that you've already added to your CRM.
In Live Stream, you can follow a real-time stream of social updates to learn how your audience is engaging with your Brand. This will show you various types of social activity, including Likes, Mentions, Follows, Replies, Shares, and Wall Posts. In order to add a potential customer as a lead or a contact, follow these steps:
- Go to the Home or Collaborate tab. Live Stream will appear in the right panel.
- Click on any of the social activities.
- Click the +Add to CRM button in the small window that appears. Another window will open.
- Under the Add New tab, you can add a connection as either a new lead or a new contact.
- Under the Associate to Existing tab, you can find a connection's existing contact in CRM. You can then associate the two profiles.
- If you have already added Connections as either Leads or Contacts, you will be see Lead and Contact labels against their names in the Live Stream.
When you click on the social activity for a Connection who is already saved in your CRM account, you can see the name of the person who owns the CRM record. You can directly chat with them using the Ping feature.
Click Know more about to view more information about a specific connection.
The Monitor tab allows you to create a multiple columns to keep an eye on social media for any activity that may be relevant to your Brand. You can take a closer look at people who are talking about your brand, view updates that are relevant to your business, and engage with your audience by liking, replying, commenting, reposting, and retweeting from just one window.
You can track social interactions of your CRM leads and contacts where they've @mentioned your brand, replied/commented on your post or posted on your social channel. To track all these brand-centric interactions from them, simply set up a Monitor column called 'CRM Leads/Contacts'.
- Go to the Monitor tab and click on the + icon in the bottom-right of your screen.
- Under CRM Interactions, click Leads/Contacts column to add it in Monitor.
- Click the ellipsis (...) in the top-right corner of the column to filter posts and updates.
- To add a user as a new lead or contact from the Monitor tab, hover over their post, and click on their name. From the popup click +Add to CRM.
- To view more details about a user, click on their name. You can also add them as a new lead or a contact from the pop-up window. You can view their Twitter, Instagram, and Google+ Connection profile details in your Monitor screen.
Leads and Contact labels can also be seen in Monitor columns.
The Messages tab lets you view private messages in your Facebook and Twitter inboxes, so you can further build your relationship with your customers. To view private conversations from your leads and contacts:
- Navigate to the Messages tab.
- Click the filter icon next to Messages.
- Filter messages based on a social channel (Facebook Page or Twitter Profile) and/or CRM status (Leads or Contacts).
- Add a Connection as a new lead or contact by hovering over their name and clicking +Add to CRM.
You will also find Leads and Contact labels in Messages.
A Connection is anyone who has interacted with your Brand through liking, sharing, or commenting on posts, tweeting to you, or sending direct messages to you. Zoho Social will automatically update your Connections list with everyone who interacts with you, including accounts you add as Leads and Contacts.
The Connections tab gives you the following options for viewing and managing CRM leads and contacts:
- View the CRM status of every connection directly from the Connections tab in your Home Screen. Click their name to see details like contact information, associated social channels, interaction history, CRM info label (Lead/Contact), and social media engagements.
- Filter connections based on how frequently or recently they interact with your brand.
- Filter connections based on whether they are CRM Leads or CRM Contacts.
- Filter connections based on different social media channels.
- Add prospective customers as new leads or new contacts with +Add to CRM feature.
You can also add users (anybody you find on your Monitor tab, influencers, brands etc) as CRM Leads and Contacts, even if they're not a Connection.
- Go to the Connections tab.
- Filter Connections for either CRM Leads or CRM Contacts.
- Click a Connection to view their contact details, social media profiles, or interactions with your brand.
- Click CRM Info to see information about them from Zoho CRM.
- Click the Ping icon next to the Owner's Name to chat with the owner.
- You can also add notes about a CRM Lead or Contact. Scroll down in the CRM info tab to view the box that says Add a Note. You can write comments about this connection or upload a file for your team to see. Your existing CRM notes will also be visible here.
Integrating Zoho Social with Zoho CRM provides you with even more features. Learn more about CRM Reports and automatic Lead Generation to further strengthen your sales opportunities.