Social media prevalence among consumers has increased dramatically in the last few years with more than 70% of internet users connected to social networks. Businesses now have a presence in social media networks to join the bandwagon and to quickly respond to customer queries in real time.
The real time attributes of social networks have increased customer expectation of response time. It is estimated that more than 45% of Twitter users expect a response to their queries within an hour. Along with social networks, customers also expect real time response on other communication channels like websites and customer care centers.
According to Deloitte Global Contact Survey, 72% of businesses believe that data analytics tools can improve their customer experience. So, businesses need to adopt data analytics tools to respond to customers in real time and to provide a positive customer experience. Data analytics tools can analyze large amounts of data in real time and provide meaningful insights to companies. This post will discuss how real time response can enhance customer experience.
Use social media analytics tools
There are plenty of real-time data monitoring tools with different features that help with management of multiple social network accounts, optimize social media posts, analyze real time data etc. Cyfe is a good example of an all-in-one online dashboard that compiles data from multiple social networks and email platforms like Facebook, Twitter and Gmail to a single platform and displays user reactions to posts.
Integrate auto-response system into your website
Integrating automated self-service system into your website can be a great solution to respond to documented customer queries. Automated chat systems have a predefined knowledgebase system that allows customers to access information quickly and accurately. Companies which have a large database are using such auto-response systems to effectively address customer queries. For example, New York City government uses the Fusemachines’ self-service widget to respond its customer queries in real time on its website.The software uses big data analytics to produce quick and direct answers from its database to ensure that customers find what they are looking for.
Provide automated customer service tools to your customer service representatives (CSR)
If your business has a customer care center, equip your customer service representatives with automated customer service tools to provide better responses to your customers. Automated customer service tools can save a significant amount company and client time. For example, Fusemachines’ CSR tool provides a smart knowledgebase to help CSR find relevant documents based on a few keywords.
Responding to customers in real time is a key to customer satisfaction. If you want to retain your customers, you have to find effective means to manage your real time response in each of your contact points. There are plenty of real time analytics tools that can optimize the customer data and provide real time solutions to the customers. These tools provide competitive edge to companies, while saving a significant amount of time and effort.