Real-time interaction management has become an essential tool for marketers as it captures real-time consumer insights and uses them to bring personalization to every interaction— all in an instant A big challenge for marketers, today, is connecting with consumers in a cluttered and multi-platform environment. As marketers re-strategize their marketing plans in the new normal, customer experience is both a priority and the biggest challenge. This is because consumers are loyal to experiences, not companies. In fact, according to ‘Inspire Instant Engagement: Discover Real-Time Interaction Management with Salesforce Marketing Cloud’ e-book, 52% of B2C customers say, they’d switch brands if they didn’t feel they were getting a personalized experience. The e-book states that to build a consumer connect, marketers need to develop strong, adaptable relationships with consumers by inspiring timely, relevant engagement every time and everywhere a consumer interacts with a brand. However, many marketers use disparate tools to manage channels, causing a disconnected experience for consumers. In addition, data regarding each individual isn’t shared between departments, which means multiple teams are trying to market to the same consumer. This, at a time, when the connected consumers are expecting incredible relationships and brand experiences.
- Recognition: RTIM can help identify consumers across offline and online touchpoints, collecting and organizing data to express the real behaviors and desires of actual human beings.
- Context: RTIM can capture every activity across multiple channels, thus providing real-time, relevant insights on consumer behavior.
- Next Best Action: RTIM helps you determine each specific offer, content, or message automatically — designed to inspire engagement from the consumer
- Orchestration: RTIM can coordinate delivery of the next best action to the right touchpoint at the right time — for every consumer.
- Optimization: RTIM can provide insights for ongoing interactions and strategic planning — helping marketers get the best results from their marketing strategy
- Align the consumer experience across departments
- Increase the ability to adapt engagement to consumer behavior
- Bring more value to consumer relationships
- Improve marketing campaign performance
- Increase relevancy and personalization
- Increase engagement
- Improve relationships with consumers