Accession of Real-Time Communication to your Current Marketing Stack

If we think about the initial days when social media stepped in the market, it had an immense exposure and it affected the market to a high extent. It changed the experience of everyone, whether it was a bad customer or a good one. However, it brought a turn in the relationship between the customer and the business. But when messaging applications came up, social media applications experienced a downfall. Some developments that befall with it are : Facebook’s launch of Messenger for Business, WhatsApp announcing a move into B2C communication, an increasing reliance by businesses on message-based communication tools like Slack, and advancements in artificial intelligence (AI) entering a critical phase. The guy who made us acquainted to hastags, was the one who noticed the interplay between these developments. Later in a post on a Medium he concluded that we are somehow on the edge of coming in contact of another revolution in B2C relationships.

Initially we made use of our messaging applications just for the sake of messaging our friends and family, but these apps can even be used for real-time conversations with various businesses as well, whether that is with the service representative or an intelligent chatbot. In order to jump aboard this trend you need to be aware of all the pro’s and con’s that may come up.

The Commitment of Real Time Communication

Since many years the marketers have been aware of the power of “now”. You just need to pay close attention to the banners and the billboards, as to know that how often are filled with the adages like “instant access”, “same day delivery” and “quick checkout”. At the present time, immediacy is the factor which massively affects consumer and their buying behavior. According to a survey made on consumer behavior, around 57% of the online consumer's leave a website if they do not receive a reply immediately. However if online site’s place live chat for real-time support during its checkout process, it can increase its value by 40% or more.

From “Communication” to “Association”

Messaging apps are quite beneficial because they enable you to connect and communicate with your customers which results in a permanent and obstacle free connection between you and the customer. Although a phone call does not keep you well-connected because once the phone call gets over, the connection gets over too. Email also does not provide you with an obstacle free connection with the customer, and it holds a high barrier in that case. However, when the connection is boundless and has no blockage, then there are more and more chances of customer interaction and satisfaction as well, this way your business will always be on the customer’s mind which will make it accessible. Under the top 10 SEO companies, there is an SEO which deals with client satisfaction and it is highly regarded for its best practices to customer interaction and communication. When it comes to starting a conversation again, it usually happens with the context of a messaging thread. This is how the support representatives can easily get to know the situation and to respond accordingly. Therefore, phone calls and emails are not that effective in terms of building relationships, while messaging threads represent long-term relationships.

Steps to get started with Real-Time Communication

Live Chat

Although we all are acquainted with the term Web chat since a very long time, but it is being enhanced to an new level in the current time. The emergence of Live chat can bring a lot of value to your website, because with this feature you can provide support to the customers and you can even reach out for them. Many SEO service providers are using Live chats today, so that they can easily resolve the queries of their potential customers. There are times when the customers are totally convinced to buy your product, but just a query or two makes them a bit confused, and Live chat can clear all those doubts. With the help of Live chat the customer does not have to delay the purchase and can resolve the queries on the support. In the future, we can even expect a better level of integration between the website chats and messaging support.

Messaging Assistance

It is a very promising way to get hold of customers, because it is very convenient and conducive. Customers can send a query through their most favorite application, and they will get the response in their back pockets. In order to get positive results, you just have to foster your support team to look after your messaging channels, such as, Facebook, Whatsapp, WeChat, and that is how your customers will easily reach out to you.

Chatbots

These are quite an effective way of communicating with the customers in the tech industry, because they are mainly fueled by advancements in machine learning. With the continuous advancements in machine learning, the chatbots will only become more and more interesting. It depends on the Chatbots completely, the more intelligent they will be, the more customer interactions can be left to them.