Real-time Interaction Management Software For Everyone

By TechDogs Editorial Team

Overall Rating

Overview

It was a sweltering summer day when Janice was passing by a street. She came across the billboard of a trendy coffee brand, which highlighted a delectable range of cold coffees at discounted prices and Janice was impressed by the timing of the advertisement.

Later, while coming back from the office, the weather turned cloudy and the same billboard was flaunting a relishing combo of hot chocolate and plum cakes. Janice was amused again by the timing of the campaign. She thought, how did they do that?

While leisurely scrolling through her Instagram, she opened a gift shopping website and a chat box showed up, asking for her favorite flowers. She answered and slowly, it turned into some fun rapid-fire activity, where the website kept asking about her preferences and Janice continued to answer it. Janice was surprised by the fantastic method that the website opted to interact with her.

Janice recalled the series of events and thought, is this some marketing strategy? If yes, what is it, what's the need for this and how did they do that?

If you've fallen into the same dilemma as Janice, this article will help you (and Janice) understand the concept behind Real-time Interaction Management Software. For that, you must #KeepScrolling

"Time is the scarcest resource and unless it is managed, nothing else can be managed."- Peter Drucker, Father of Management.

There are no two ways about the fact - time is the most valuable asset for businesses and organizations. If time is money, then Real-Time Interaction Management Software has emerged as a digital clock and this article will explain the what, why and how of this digital clock!

So, Janice, Real-time Interaction is a phenomenon that figuratively means setting up spontaneous and immediate communication with the customers. The present era is highly dominated by digitalization and under such conditions, brands need to develop a highly personalized digital experience. For instance, instant messaging, chat boxes, emails, phone calls and even call-to-actions, every little activity undertaken to set up direct interaction with the customers is the result of Real-time Interaction Management.

'Context' plays a prominent role here. Context is a set of circumstances that form a specific event or happening. Brands use context as a crucial aspect to frame their marketing activities to make them more personalized. They understand customer behavior and real time context helps the marketing teams deliver the best customer experience.

TechDogs-" A GIF Showing Real-time Interaction Between A Business And A Consumer"

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This section was about real time interaction management but Real-Time Interaction Management Software, aka RTIMS, is yet to be unboxed in detail. Let's see what it is exactly!

Insights Into Real-Time Interaction Management Software

Real-time interaction management is a term coined by Forrester Research to express the marketing technology phenomena that delivers customer experience related to context, value and utility at the right moment.

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Take the above example – the billboard above, called “The magic of flying" shows a kid pointing to British Airways planes flying overhead. This is what Real-Time Interaction Management Software does – it enables interaction across various channels (such as applications, websites, social media platforms, billboards) in real time!

This tool consolidates relevant customer touchpoints (ads, social media, TV, store, etc.) and data sources that provide context, which eventually helps businesses deliver a personalized customer experience. To develop an out-and-out real time interaction management campaign, brands need to understand their customer behavior and target the segment audience. Real-Time Interaction Management Software helps with this and generates personalized offers and optimizes the unified customer experience.

Do you know: Statista (2020) suggests that customer interaction made through digital mediums across the globe has almost tripled from 2017 to 2020! #DigitalWorldRocks.

After knowing this, it's time to track down the evolution of Real-Time Interaction Management Software.

Tracing The Roots Of Real-Time Interaction Management Software

After the grand entry of the Internet, marketers realized the significance of websites and social media platforms like Facebook to develop interaction with customers. With the emergence of new platforms, interaction became instantaneous. Just by pressing @ or #, getting immediate customer feedback became normal.

The era of WebRTC (Web Real-Time Communications) sowed the seeds for Real-Time Interaction Management Software. This technology used real time human voice and video communication. Google initially developed WebRTC in May 2011 and currently, Mozilla, Opera and others support it.

Meanwhile, in 1998, brands like Coca-Cola realized the power of real time digital interaction and introduced the 'Share a Coke Campaign' in Australia. Under this campaign, consumers had to SMS their name which would be displayed live (in real time) on the iconic Coca-Cola sign located at Sydney’s King’s Cross. In this way, the marketing team utilized the advent of real time digital interaction, which helped Coca-Cola increase customer participation through real time online interaction.

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With its emergence, Real-Time Interaction Management Software helped brands develop absolute insights into the customer journey and maximize customer engagement instantly.

Janice, are you interested in knowing how Real-Time Interaction Management Software works? Well, the next section is all about that!

This Is How Real-Time Interaction Management Software Works!

Let’s take the example of the events (in the context of real time interaction) that attracted Janice and understand how Real-Time Interaction Management Software works.

Step 1- Recognition

Real-Time Interaction Management Software starts the process by recognizing the type of audience and understanding customers' behavior. Once the customer segment is understood, brands prepare the target plan.
Step 2- Context

Under this step, Real-Time Interaction Management Software ensures that the digital experience aligns with the context of the users. For instance, when Janice was passing by the billboard on a hot summer day, she found a cold coffee advertisement – striking the right chord with her. That’s context.

TechDogs-"An Image Showing A Billboard With A Cold Coffee Advertisement"

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Step 3 - Offer

After context comes framing of recommendations, messaging or incentives to convince a user to convert. This helps in attracting the customer by instigating his purchase decision. Likewise, once that coffee brand understood the context of weather, it displayed multiple offers on beverages depending on the weather.
Step 4- Orchestration

This step refers to delivering a unified experience across all devices of the user. For example, if Janice exits the website without completing the rapid-fire session, the next time she logs in from another device, the website will notify her about the pending session.
Step 5- Optimization

This process concludes by measuring the influence of every interaction and automatically testing the distinct stages. Do you know: An effective interaction with the social media users helped Sony's PlayStation witness the growth of 376% followers on Twitter between 2014-2019. Sony's PlayStation generated an initiative named #PlayAtHome to encourage users to stay at home and download its games for free. As per the reports, more than 10 million people (about half the population of New York) downloaded free copies!

After this mind-blowing fact, let’s take a #SneakPeek the benefits of RTIMS.

Benefits Of Real-Time Interaction Management Software

Janice, in the above section, you came across how real time interaction helped popular brands like Sony and Coca-Cola engage more customers. While talking about Real-Time Interaction Management Software, it is a tool that has multiple benefits for the brands. Some of those are mentioned below.

Decision-making

Real-Time Interaction Management Software helps organizations make crucial decisions regarding offers, recommendations and other measures that can attract the interest of consumers, in the same way, the coffee brand produced different schemes for its beverages.
Omnichannel Experience

Real-Time Interaction Management Software uses real time cross-channel personalization and eventually increases customer engagement and conversions. It enables brands to offer value-added services and customers and enhances customer loyalty. For instance, RTIMS helped the website develop the innovative activity of real time interaction.
Personalized Experience

RTIMS is a great tool to attract digitally savvy customers by understanding their needs and preferences and personalizing their experience. It eventually helps brands in maintaining customer relationship, collect the correct information, provide the best offers and create a personalized approach for customers like Janice.

Well, Janice, that's how Real-Time Interaction Management Software benefits brands. Can you imagine with the advent of technology and digitalization how effective RTIMS can be in the future?

Stop imagining, start scrolling!

The Future Of Real-Time Interaction Management Software

Janice, the future would ace the Bot-to-Human Interaction between brands and the users, leading to flawless communication with the help of autoresponders, managing the real time context. Bot-to-Human Interaction along with Real-Time Interaction Management Software will also make the entire marketing process transparent and increase efficiency.

Customer expectations would lead to alignment between sophisticated communication service providers and real time interactions. This brings together various services such as shopping, live video interactions and streaming to consolidate and fulfill the customer's online needs. Real-Time Interaction Management Software will get more fluency in targeting, understanding the context and personalizing the customer experience even better.

To Sum Up

So that was all about Real-Time Interaction Management Software, a digital clock helping brands keep track of their consumers’ behavior and intent in 'real time,' manage it for personalization and not to waste even a second of it. We hope you found this article helpful - Janice sure did!

Frequently Asked Questions

What is Real-Time Interaction Management Software and why is it important?

Real-Time Interaction Management Software (RTIMS) facilitates spontaneous and immediate communication with customers, allowing brands to deliver highly personalized digital experiences. In today's digital era, where customer engagement is paramount, RTIMS plays a crucial role in enabling brands to interact with customers across various channels in real time. By leveraging context, such as customer behavior and preferences, RTIMS helps marketers deliver tailored experiences that resonate with individual consumers. This personalized approach enhances customer satisfaction, fosters loyalty, and ultimately drives business growth.

How does Real-Time Interaction Management Software work?

Real-Time Interaction Management Software operates through a series of steps to deliver personalized experiences to customers. It begins with recognition, where the software identifies the target audience and understands their behavior. Next, RTIMS ensures that the digital experience aligns with the context of users, framing recommendations or incentives tailored to their preferences. Subsequently, RTIMS orchestrates a unified experience across all devices, ensuring consistency and continuity. Finally, the software optimizes interactions by measuring their impact and automatically testing different approaches. This iterative process helps brands refine their strategies and enhance customer engagement over time.

What are the benefits of using Real-Time Interaction Management Software?

Real-Time Interaction Management Software offers numerous benefits for brands seeking to enhance customer engagement and drive business results. Firstly, RTIMS enables data-driven decision-making by providing insights into customer behavior and preferences, allowing organizations to tailor their offerings accordingly. Secondly, RTIMS facilitates an omnichannel experience, enabling brands to engage with customers across multiple touchpoints seamlessly. This enhances customer satisfaction and loyalty by delivering consistent and personalized experiences. Lastly, RTIMS helps brands create personalized experiences for digitally savvy customers, thereby strengthening relationships and driving conversions. Overall, RTIMS empowers brands to deliver timely, relevant, and impactful interactions that resonate with their target audience.

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Customer Behavior Customer Engagement Real-time Interaction Sales Communication Real-time Interaction Management Software Real Time Interaction Management Tool

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