4 Key Reasons ‘Real-Time’ Is Vital For Social Customer Service

By: Sofie De Beule

March 10, 2015

In the fast-paced world of social media, real-time engagement is everything. However, the ‘real-time aspect’ of social media management goes way beyond marketing darlings like real-time marketing. Social media is all about being able to engage with your audience and replying in real-time to the issues of your customers.

So, in what other ways is ‘real-time’ relevant in managing your brand’s social media presence? Why is it a vital and crucial aspect of social media management?

Here’s a list of 4 reasons why real-time is crucial, especially for social customer service:

1. Track Mentions In Real-Time

Real-time monitoring is crucial in instantly knowing who’s talking about your brand and taking swift action. It sounds rather obvious, but tracking mentions in real-time allows you to respond quickly and deal with issues in a timely manner.

Beyond tracking mentions in real-time, it’s also important to track them in the right places. With Engagor, you can track billions of conversations in 166 languages on all major social networks, news sites, blogs, and forums to make sure you’re not missing out on any opportunity to deliver a superior customer experience.

2. Account Changes Immediately Affect Inbox & Analytics

On social media, brands often deal with quite a lot of noise that might distract them from the things that matter. One of the most challenging aspects of social media management is being able to cut through that noise. Tracking the right keywords enables you to gain deeper insights into the needs and wants of your community to get maximum value out of your social media presence.

Tweaking your keyword search is crucial to filter out the noise and only track those conversations that are relevant to your brand. If you make sudden changes to your keyword setup, your Inbox and all analytics will immediately be affected in real-time.

3. Take Actions in Real-Time

When working in a large team, it’s incredibly useful to know when someone is responding to a message. It looks quite silly and unprofessional to send two replies to one customer question. That’s why Engagor allows you to instantly see when and what a customer service agent is replying to a mention. Moreover, analytics are continuously refreshed to help you keep an up-to-date view on your brand at all times.

4. Real-Time Platform Support

Have a question while working in the inbox, and need help? Our Engagor support team handles your questions in real-time via live chat and can quickly handle issues and assist you with your Engagor usage. They’re the backbone of our business! Over the years, we have already received lots of positive feedback from users who love this way of working.

Want to explore more on how real-time is crucial for social customer service? Don’t hesitate to sign up for a demo!