Real-Time Data is the data that is presented whilst it is acquired. This process is usually information which is delivered in an instance after collection. You can use the data received for tracking and navigation and then stored.
Companies and customers can interact with your business at any time of the day using social networking channels. This tends to be through comments, or interactions with posts via likes, reactions and shares.
However, the feedback has become a real-time action, therefore the response to issues can be made in real-time.
Responding to Real-time customer queries is a form of customer service, using this version of service can be beneficial as it can be a form of low-cost activity which consumers appreciate.
By responding to customer queries it generates a positive reputation for your brand as well as forming customer loyalty.
Not only by responding to customer’s is this useful, but it’s also effective for B2B.
Whilst it is important to fix any negative comments you receive you have to keep in mind which method is more effective beforehand as you don’t wish to anger the consumers further. Pledging to fix a customer’s genuine complaint goes a long way to defusing the situation. Using humour can help if the complaint is unreasonable, or reasonable but not solvable. When replying it’s important to keep the target of protecting the brand in mind, rather than the individual consumer.
- Do they give any personal information with a very over the top opinion on the company?
- It will be the only company they have reviewed. Check the number of reviews on their profile.
- Have they written a comment instead of a review?
Rapid responses are key.
A simple tweet, image, video etc can be instantly copied, shared or re-posted on multiple channels. This is a challenge to delete.
A negative story about a brand can be at the top of the SERPS (Search Engine Results Page) for years.
Impact on a company’s share price is visible in real-time.
Even viral stories fade relatively quickly as people move on to the next hot story.