Succeed from anywhere

with a single view of your customer

At Charket, we've seen a dramatic shift in customer expectations during the pandemic. Even in a post-COVID/COVID safe world, people will still want to continue the digital conveniences that helped us all get through this difficult time. The most remarkable thing about connecting business to digitization for Charket's Chief Content Officer Summer Liu is social media, “WeChat is the most dominant communication platform for both individuals and companies in China. Salesforce customers having businesses in China need to connect WeChat into their Customer 360 in order to better engage and support their customers. Charket offers them the best WeChat solution.”

The relationships formed on platforms like WeChat have shifted how companies direct their focus on customer needs. As Summer points out, “Social networks changed the way people interact with others and how they get things done. There has been a strong need from the business world to embrace social networks to promote their branding, make their products and services available to a bigger customer base, and drive their customer satisfaction up to the next level.”

On top of all this, the end of cookies and increased privacy concerns have made first-party data critical for marketing efforts. All of which has forced many companies to rethink their Customer Relationship Management (CRM) strategy.

Charket's strength with WeChat underpins their approach to this evolving strategy. “We help our customers implement their most successful social network strategy by adding WeChat to Customer 360. This enables them to use WeChat for marketing, social selling, social commerce, and customer service. This is keeping our customers competitive in the second biggest economy in the world through a single Customer 360 platform,” Summer said.

Customer 360 is a way to unite all your teams—marketing, sales, commerce, service, and IT— on one integrated platform with a single view of your WeChat customer, helping you grow relationships with your WeChat customers and your employees.

Your teams can access the information they need to do their best work. This increases collaboration and alignment among everyone, which leads to more connected, personalized experiences for your WeChat customers and helps you build stronger relationships with them. It also results in more satisfied employees, who are freed up from repetitive tasks so they can focus on doing their best, and most rewarding, work.

By keeping your team connected on a single, scalable platform, you'll be able to make real improvements in every phase of your customer's journey. Marketing becomes more personal with the ability to listen to customers and engage with them across multiple channels on WeChat with customized messages. Following up on WeChat sales leads becomes faster and easier with tools that help you manage information, automate processes, and gain insights from real-time analytics. Ecommerce becomes more effective as you unify data, personalize interactions, and grow revenue across every channel from WeChat customers. Customer service becomes more rewarding as agents gain the ability to know each WeChat customer and resolve issues faster.

Here are some of the most common ways a Customer 360 approach in the hospitality industry help our clients achieve their goals:

What's most important for Charket, is demonstrating to our customers how successful companies in the hospitality industry can be using Customer 360 to manage business operations. Few would argue about the importance of effective CRM in today's marketplace. Some companies see it as a challenge, as they struggle to keep up with customer expectations. But those companies using Customer 360 are discovering new opportunities in CRM, forming stronger relationships with their customers than ever before, and fostering enduring loyalty. Most exciting about Salesforce Customer 360 and Charket, Summer emphasizes, is how “billions of people are using WeChat on a daily basis, spending hours every day doing communications, buying things, making appointments, collaborating with their colleagues - almost everything.” Salesforce and Charket help companies be there for their WeChat customers at every interaction.