Providing exceptional customer service nowadays requires businesses to not only have the ability to collect real-time data, but to respond to it in real time, too. Access is important, but that’s just the beginning. This is because data is meaningless without the real-time responses that customers demand.
If you want to be ahead of the competition, real-time data should be coupled with real -time response as often as necessary. It’s increasingly becoming the main differentiator that will set you apart from mediocre brands.
Here are three real-time data strategies you can implement today that will engender customer loyalty and long term success.
1. Decipher context clues when analyzing real-time data.
Knowing what your customer is doing now is not nearly enough. You should look within the context of the bigger picture to help you piece together what the appropriate response is at that precise moment. This means that you need to be familiar with your client’s past actions and what they did before you arrived at this point.
For example, for a specific customer complaint, you’d be dealing with the issue differently if the same customer had called about the same complaint three times before in the past week, compared to someone calling for the first time. It would help to get as much data as you can from various sources. Collecting as much historical context on a specific issue will inform how you’ll resolve it for each specific case.
2. Use data from mobile and social media to move swiftly.
Businesses are now privy to real-time data, thanks to mobile and social media. It’s the closest thing to having someone personally tell you what a customer is up to at any given moment. This is a goldmine of data that you can use to help you decide what your next marketing strategy will be, but you need to respond fast. Using what you know in real-time will give you a real edge, considering that the latest research says that 75% of people expect a response via social media within one hour.
Monitoring social media will give you a sense of what your clients are thinking and doing at the moment. If you also know the details of your business operations, you can use this to make critical decisions that will impact the bottom line. From product inventory to new product pushes to launching new campaigns, you can integrate real-time data with marketing strategies that align with your business goals and sales projections.
3. Look beyond real-time data.
Getting ahead in business means that you need to be proactive about customer service, too. Consider investing in predictive analytics software that will allow you to not only use real-time data to strike while the iron is hot, but to seize future opportunities, too. Customers today expect you to anticipate their needs besides responding to their present concerns. When you have the capacity to collect, analyze, and utilize real-time data to predict future needs, you’ll give the kind of service that will wow the customer and have them coming back for more.
As a final note, you might want to think about hiring a customer service outsourcing company to help you with your customer service goals. These professionals can help you collect real-time data and deliver real-time responses as soon as you require it, because these experts have the capability to collect and respond to real-time data on a consistent basis.
Their front-line agents are kept in the loop through regular training, and their exposure to the best practices in the industry gives you access to updates usually reserved to insiders. Customer service outsourcing can help you deliver the kind of superior customer service that today’s business environment demands to succeed.