For a shop in Toronto, a customer might ask about a travel bag and return later to check a colour. Social CRM connects that person's contact record with the conversation history and labels such as "travel bags". The next person answering can see the earlier request and continue from it.
Social CRM
Social CRM is customer relationship management built around conversations on social channels. It keeps contacts, conversation history and tags together so a business can understand each customer's requests.
How it works in Kwamle Media
Connect your own business accounts
Link your business's own pages and accounts through each platform's official login or API. The unified inbox brings supported conversations from your connected channels into one place, within the access each platform allows.
Keep the contact with the conversation
The contacts and tags feature keeps contacts collected from conversations with their chats and the tags you add. When a customer returns, your team can read the earlier messages before answering.
Label interests and requests with tags
In the flow builder, a Tag User step labels a contact by an interest such as "travel bags". In the inbox, your team can also tag conversations by topic or stage, such as "exchange".
Choose contacts for a relevant update
Select contacts with a matching tag when preparing a broadcast. Include only people who have already contacted your business and whom the channel permits you to message. Exclude anyone who opted out, even if their tag matches.
Common questions
What is Social CRM in simple terms?
It means using social conversations to manage relationships with customers. CRM stands for customer relationship management; the social part connects a person's record to what they have asked, discussed or requested through social channels.
Where do Social CRM contacts come from?
They can come from people who message a business or share details during a supported social conversation. What can be stored depends on the information the customer provides and the access the channel allows.
How do tags help organise customer records?
Tags are short labels for a shared interest or a stage in the conversation, such as "travel bags" or "exchange". They help a team find relevant records; the conversation history explains what was actually discussed.
Does a tag give permission to send a message?
No. A tag helps you organise a record. Before sending updates, confirm the customer's permission, check the platform's current official documentation and leave out anyone who asked to stop receiving messages.
Related solutions
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Answer every social message from a single inbox
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