How it feels when you can reach out to someone “Live” and communicate with the person to get your issues resolved? Not only that, if a...
How it feels when you can reach out to someone “Live” and
communicate with the person to get your issues resolved?
Not only that, if all your communication
thread is captured so that you can refer back to it whenever needed without
stressing out your dwindling memory. Sounds even better, isn't it?
Yes, that's the beauty of real-time
communications (RTC) that most companies across the world are embracing to
strengthen their customer relationship. It include using Instant Messaging,
Chatting software or apps and VoIP. Taking this approach is surely reaping rich
benefits.
Let's Know About Some Real Examples
Microsoft Enterprise India has recently
compiled success stories of 50 Indian IT companies where implementation of
real-time communication tools have increased their efficiency and productivity
significantly.
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Let's
talk about a couple of examples:
1. IndiGo
Airlines achieved high-performance by adopting real-time communication
solutions in the form of instant messaging.
2. Lavasa has been able to increase their efficiency and productivity by 30
percent by bringing in a system of fetching real-time information to respond to
queries.
There are an increasing number of business
enterprises are moving towards real-time interaction with customers by
combining wearable technology and faster data collation. It helps customers to
share their requirements more freely and get them instant solution.
Reasons Why Real-time Interaction is the Future of Communication
Due to hectic schedule and time
constraints, many consumers prefer to shop online. For this, they often want to
speak with a real person during pre and post-sales services.
Feeling the consumers' pulse, companies
are installing live chat software on their website or launching mobile chat
apps so that customers can contact them easily to resolve their issues.
By having a quick chat with a company
executive can get customers answers without making a call or sending an
email.
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A study conducted by Forrester Research
revealed that 44 percent online consumers prefer to speak with a live person
when they are shopping online.
Another research carried out by
emarketer.com futher consolidates the fact, which states that 62 percent
consumers are likely to come back to a website that offers live chat facility.
Additional 38 percent respondents say that they made the buying decision
because of the chat session.
Lack of real-time communication can turn
many customers away and re-direct them to a competitor. For any kind of
business, be it IT or ecommerce, a real-time and intelligent communication
system has become an integral part of businesses to get lucrative return on
investment (ROI).
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