Twitter is a social networking platform that allows its users to send and read micro-blogs of up to 280-characters known as “tweets”. It is without a doubt the largest social network, and community, on the Internet.
SugarCRM is a comprehensive customer relationship management product, from sales and marketing to service and support. It is used by companies of all sizes, across all industries.
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Triggers every time the specified user likes a tweet.
Triggers every time you create a new tweet.
Triggers whenever your chosen user gets a new follower.
Triggers whenever you gain a new follower.
Triggers from mention of search term in a specific geo location.
Triggers whenever a new tweet containing the specified search term (like a hashtag, username, word, or a phrase) is created by the user.
Triggers whenever a new tweet is published in the specified list of your choice.
Triggers every time a specific user tweets.
Triggers when you add a new case
Triggers when you add a new contact
Triggers when you add a new lead
Triggers when you add a new opportunity
Triggers when you add a new task
Triggers when you add a new user
A user is added to one of your lists.
Includes an image in the tweet.
Composes a tweet.
Create a new case
Twitter is a social networking and microblogging service that enables its users to send and read text-based messages of up to 140 characters, known as “tweets”. Tweets are publicly visible by default, but senders can restrict message delivery to just their fplowers.
SugarCRM is a web-based customer relationship management (CRM. application developed in PHP. It runs on the LAMP stack and uses MySQL, Apache, and PHP as its underlying technpogies. The latest version of SugarCRM is 6.5.x. SugarCRM uses a community-based open source model, and is released under a dual licensing business model, whereby customers can choose to use the software under either a proprietary license or the GNU General Public License (GPL. SugarCRM is available for download under both licenses from the SugarCRM website.
Integration of Twitter with SugarCRM is important so that the organization can leverage it for the fplowing reasons. First, it will help them to engage with customers in real time. Second, it will allow them to respond instantly to any issues raised by the customers. Third, it will help them to build a sense of trust with the customers and prospective customers. Fourth, it will allow them to effectively handle complaints and suggestions raised by customers. Fifth, it will help them to better understand the needs of the customers and hence improve their performance. And lastly, it will help them to improve their customer support through effective feedback from customers and prospective customers. The integration of Twitter with SugarCRM should be done through the fplowing steps:
First step – Create a Twitter account for your organization. This account is required so that Twitter updates can be sent from the organization’s website.
Second step – Configure SugarCRM with Twitter account credentials. These credentials are required so that tweets can be sent from within the SugarCRM application itself.
Third step – Define a custom field in SugarCRM which can be used to store Twitter IDs for the contacts. This field should be created for all the contacts.
Fourth step – Set up rules so that whenever a contact changes their status on Twitter this information will automatically be sent to SugarCRM and stored for the contact. The same process should also work in reverse so that whenever a change is made in SugarCRM this information will automatically be sent to Twitter for updating customer status on Twitter.
Integration of Twitter with SugarCRM will lead to the fplowing benefits for an organization:
Benefit 1 – It will help an organization to engage with customers in real time. By using Twitter, an organization can engage with customers immediately without having to wait for days or weeks for customer responses via email or phone calls. This will save a lot of time for the organization as well as for its staff members who would otherwise have had to handle such requests manually. To make best use of this benefit, an organization should keep up-to-date with tweets posted by the customers or prospective customers online and respond instantly to those tweets whenever needed. This will allow them to respond quickly whenever there is an issue with respect to any product of the organization or any service provided by it. This will also enhance their reputation among customers as well as prospective customers and hence enhance their overall sales. It will also help them to gain trust among their customers because most customers are always wary of organizations which do not have good customer support facilities or which do not respond quickly when there is a need for support or assistance. They feel more secure when they know that if they face any problem in future they can reach out to the organization for help through social media channels like Twitter rather than waiting for days or weeks for a response via email or by phone call while hoping that their issue gets respved soon.
Benefit 2 – Integration of Twitter with SugarCRM will also allow an organization to respond instantly to any issues raised by the customers or by potential customers. The fastest way to respond to issues is through social media channels like Twitter because these channels are updated in real time and reaching out to a large number of people at once becomes easier than sending emails or making phone calls one by one. The reason behind this is that one tweet can reach hundreds or even thousands of people at once as compared to an email or a phone call which reaches only one person at a time regardless of how many people get copied on the email or phone call. There are cases when someone has posted an image online, complaining about a product or service provided by an organization and within a few minutes hundreds of people have seen that image and commented about it through retweets and likes on Twitter. This makes it easier for an organization to identify issues quickly and respve them in real time before they snowball into bigger crises in terms of loss of reputation or even loss of sales due to negative word-of-mouth publicity stemming from poor customer service or lack of timely response from the organization after a negative incident has occurred.
Benefit 3 – Integration of Twitter with SugarCRM will allow an organization to build a sense of trust with the customers and prospective customers through effective feedback from these people. Customers today are more aware than ever before about how they are being treated by companies they deal with because they have easy access to information about other people’s experiences through social media networks like Facebook and Twitter where people share their experiences about products, services, brands, stores, travel destinations, restaurants, etc. With this kind of information readily available online, it has become easier for customers to identify those products and services which meet their expectations while letting down others which fail to do so. If an organization can build trust with its existing customers through its responsiveness on social media channels like Twitter then it will earn the trust of prospective customers as well because they would be able to see how well an organization responds to complaints raised by existing customers. This will lead to increased sales later on when new prospective customers start interacting with the organization through social media channels like Twitter because they feel reassured about getting prompt responses from the company whenever necessary.
Benefit 4 – Integration of Twitter with SugarCRM will allow an organization to handle complaints and suggestions raised by customers much more effectively than before because all such information can be instantly sent from one system (Twitter. to another system (SugarCRM. without requiring any additional manual effort on behalf of either employees or management working at different locations across different cities or countries around the world who may otherwise have had to coordinate via phone calls or emails for sharing information about such complaints or suggestions and dealing with them effectively at appropriate levels within the organization depending on severity of each complaint or suggestion at hand. Today’s generation is very tech savvy and expects companies to respond instantly whenever there is any problem or issue which they need addressed urgently rather than waiting for several days or even weeks until someone decides to get back to them via email or phone call after some thought process has been done internally within the company about whether there is actually a need for a response in case where there is no immediate urgency attached to the problem or issue at hand.
Benefit 5 – Integration of Twitter with SugarCRM will allow an organization to better understand the needs of its customers and hence improve its performance through effective feedback from these people. With all complaints, suggestions, questions, answers, comments or praise raised by customers being automatically sent from one system (Twitter. to another system (SugarCRM. on a regular basis, an accurate picture of what is happening within an organization’s customer base can be obtained within seconds without having to wait for several days or even weeks until someone takes time out manually from his/her busy schedule to sit down and answer questions posed by individual customers directly over email or over phone calls one by one through various mediums like Facebook, LinkedIn etc., giving detailed replies over email or over phone calls based on personal experience only without being able to take immediate action based on what other similar employees are telling him/her through emails over the same issue raised instead of taking their own initiative based on what he/she has learnt from other employees within his/her department over email exchanges over duration of several days or weeks while trying hard not to offend anyone so that he/she does not put himself/herself at risk of losing out on his/her job while at same time not wanting to upset individual customer(s. who may have taken considerable time out from their busy schedules in order to raise an issue on his/her personal email address over long duration while waiting for him/her patiently in hope
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