Benefits of Call Center Scripts & Best Practices

Benefits of Call Center Scripts & Best Practices

Call Center Script

Call centers are your greatest asset when providing excellent, one-on-one customer service, in an increasingly digital world. Customers will often never even visit your store in person, meaning their only interaction with your company will be online or through the phone. It’s important to maintain high customer service standards in your call center, to ensure every customer is dealt with fairly, kindly and quickly. Let’s explore how several professional call center script best practices can help you take the leap into world-class customer service.

What is a Call Center Script?

Call center conversation scripts are a pre-written guide, prepared with helpful information vital to successful customer service calls. Providing your call center agents with a well-written script is an easy way to train your call center representatives to deal with difficult customers, or to simply solve issues quickly and professionally. The use of a call center script is proven to reduce errors, and gives the agent the confidence and information to effectively guide customers through any process. Call center call scripts are also great for cold calling operations, as they make it easy and fluid to ask for customer information. But where do you start when developing an excellent call center script? Many companies choose to outsource to, or partner with, a professional call center service like ListenTrust, taking advantage of their years of experience, tried-and-tested scripts and superior call center technology.

7 Benefits of Call Center Scripts

Organization and uniformity are elements all companies hope to associate with their brand, and the right call center conversation script provides just that to your callers. Let’s take a moment to discuss the many benefits of creating a professional call center script, some of which might even surprise you!

1. Form a Better Impression

You have just moments to make a good impression when working in a call center. Most customers call with an issue or pressing question, and it’s important they are greeted with uniformity each time they call. When customers are greeted with professionalism and know they can expect excellent service when they call, they are more likely to be flexible, open up to the representative, and share more information. You have even less time to impress potential customers on a cold call, making it vital that you don’t simply launch into a sales script. Professionally researched and written call center scripts will help your customer service team make the best impression possible, every time they pick up the phone.

2. Promote Consistency

Consistency is important to the reputation of any company. Call center scripts provide a standard level of consistency, ensuring your reps have all the information they need for each call. When written and implemented correctly, a call center script can be designed to ensure you receive critical information at the beginning of the call, helping ensure all customers get the same advice, no matter what agent they speak to. This type of uniformity also helps speed up the customer service process, ensuring that each agent always has the answers they need right in front of them.

3. Improve Productivity & Effectiveness

Many businesses are asking themselves, how does using call center script improve your overall productivity and effectiveness? While empathy is important to customers, they also want their issue solved quickly and effectively. Call center conversation scripts help agents ask the right questions to get to the root of the issue fast. Having a well written call center script will improve productivity exponentially, by ensuring the answers to the most common questions, or solutions to the most common issues, are visible and available at all times. The longer call center representatives use their script, the more material they will remember, eventually making them your most valuable call center resource.

4. Boost Confidence

Agents are simply more confident when they have a call center call script or guidelines to follow. Instead of worrying about crafting the perfect response, agents can use their script to address the customer, while they get ahead of the issue. Ensuring that critical information is readily available for call center reps means they will sound more relaxed and in-control to customers, who will then trust their answers and solutions. Dealing with customer issues and complaints can be stressful, but a well written script takes away an extra stress of coming up with responses on the fly, making agents sound more professional and confident.

5. Lessen Mistakes

33% of consumers say a good customer service experience is strongly linked to resolving their issue in one single interaction, no matter how long it takes. We all make mistakes, but in a call center, when you have just moments to solve an issue and make an impression, it’s important to get it right the first time. Call center scripts help agents move smoothly past common issues and problems, and solve customer issues immediately. When agents fumble, mumble or give the wrong information, customer confidence drops like a stone, and scripts keep this from happening.

6. Reduce Training Time

Good customer service teams take the time to continuously train their representatives, helping them practice their responses in a stress-free environment. Scripts reduce the amount of time you must devote to training your team on the basics, and commonly asked questions, letting you focus your training on fine-tuning their sales or customer service skills. Great call center scripts allow agents to learn while doing, organically decreasing the time it takes to solve customer issues or make sales.

7. Improve Call Performance & Customer Satisfaction

Good call center scripts are developed based on past call performance and customer satisfaction. Be sure to review calls for good and bad elements, and bring these to the attention of the team, so they can learn. Take examples of great performance, and steadily incorporate the lessons learned into your script, which should evolve and grow as needed. Looking for guidance or a script-developing guru? For professional help crafting a customer-winning script, contact the experts at ListenTrust today.

Call Center Script Best Practices

Now that we know the clear benefits of using a call center script, we must explore the methodology behind scripting, and what elements to carefully consider when considering how to script within a call center environment.

Make it Concise & Skimmable

As the goal is to make information as readily available to representatives as possible, make sure the script is simply written, easy to read, and skimmable. The script should be simple enough for agents to eventually memorize, but should also contain all relevant information, without glossing over issues. If agents must pause, or put the customer on hold to find information, you’ve defeated the purpose of having the script. Try using bullet points, or create easy to read charts, to help agents identify and address issues quickly without the need to pause, search and read.

Revise it Often

Customer service standards and expectations change daily, and your business processes should be changing in tandem. Through trial and error, you will discover what types of issues your customers are having the most often, and what resolutions are the most effective. Your script should shift and change often, as customer needs evolve. Call centers are a valuable source of data on how customers are using and receiving their products and services. As your business uses this data to update or improve processes or products, you should be able to adapt your script to deal with new issues, or the most current questions.

Make them Adaptable

Call center scripts are not one-size-fits-all, and should be adapted for each customer and situation. Having different scripts available will help agents quickly assist customers, and will ensure a better customer experience. Take into account an agent personality when adapting scripts. If your agent sounds unnatural or forced with the script you’ve provided, work with them to adapt the script to a format that sounds more natural to them.

Be Flexible

Scripts are a critical element of setting up a productive and organized call, not a hard-and-fast rule for every agent and business. Encourage agents to throw out the script if it’s necessary to solve an issue or reach a customer. Don’t be afraid to change scripts as needed to make them more effective. For example, if your customers are experiencing a longer than normal wait time, incorporate an apology for the wait into your greeting. It’s important to let your customer service reps be flexible, as this is where you will likely get your best data on how effective your business, processes, products and customer service scripts really are.

Aren’t sure where to start when creating or updating your call center script? Reach out to the experts at ListenTrust today. ListenTrust scripting consulting services are proven to help clients optimize call center scripts and maximize on one of your most valuable resources, your call center staff.

Get Started by Contacting ListenTrust Today!

For more information, contact Tom Sheppard, VP Business Development, at: tsheppard@listentrust.com

How to Deal with Angry Customers in a Call Center

How to Deal with Angry Customers in a Call Center

How to Deal with Angry Customers in a Call Center

Dealing with difficult customers is an unavoidable part of any business. All issues, however small, must be dealt with quickly, ideally to the customer’s satisfaction. It’s important that your staff are trained to help customers navigate their issues and find a solution quickly and professionally. Focusing your energies training staff to deal with unhappy customers is important for several reasons including:

  • Polite and efficient communication and issue resolution will help you retain an unhappy customer
  • Positive reviews and feedback from customers can be used for future marketing campaigns and look great to potential new customers
  • Your company can develop better products and processes, to prevent the issue from happening again.

5 Tips on How To Deal With Angry Customers

Angry customers are actually your greatest opportunity! Over 90% of those who receive a bad customer service experience won’t patronize that business again, but 68% of those same consumers would actually be willing to pay more to a company with excellent customer service. This article will explore 5 tips proven to help when dealing with difficult customers.

1. Listen

Simple, common-sense solutions like actively listening to an issue from a customer, could make the difference between a successfully handled issue and lost business. When face to face with customers, nodding, making eye contact, and taking notes during your conversation will show the customer you are listening and taking them seriously.

Dealing with difficult customers via phone or text is a bit more complex, as active listening is difficult to display. In this situation, take notes and repeat the customers’ words back to them, to show you are listening. Avoid the impulse to interrupt, even if you can solve their issue immediately. Listening is the greatest asset in your customer service quiver, so don’t underestimate how powerful your silence can be!

2. Don’t Take it Personally

Even though it’s natural to get defensive in a stressful situation of someone else’s doing, good customer service requires an extra bit of self-awareness, allowing you to separate yourself from the issue. Try adopting a mindset of you and the customer against the issue, and focus on finding a solution, together with the customer. Using language like “I’d like to help,” and “If I’m hearing you correctly…” can show an unhappy customer that you take them seriously, and will work to resolve their issue.

3. Show Empathy

Have you ever tried to calm someone down by telling them to “calm down?” It simply doesn’t work, many have discovered it too late when facing an angry wife or customer. People find it very calming when someone takes on their cause and shows empathy for the problem, and the stress it causes. Validate the caller or customer by telling them that you see the problem and will work to find a solution.

Many adopt the mantra “sympathize, empathize and apologize” in their conversations with unhappy customers. You can also share brief stories to show that you have experienced this type of situation before, and understand why it’s so upsetting. Verbalize your sympathy, and try summarizing the pain points back when dealing with difficult customers, to show you have a good understanding of the issue and are considering different solutions.

4. Try to Remain Calm

It’s important to detach from stressful situations, to give yourself the best chance of a successful resolution. Try to match the unhappy customer’s level of frustration with an equal amount of calm and empathy for their issue. Watch your tone carefully for any sarcasm, as this type of reaction is sure to escalate the situation. Try these tips proven to help you stay calm in stressful situations.

  • Focus on maintaining an even tone at all times.
  • Remember that the customer is angry at the situation, not you.
  • Think about how you would feel if this issue had happened to you, and treat the customer how you would like to be treated.
  • Take slow calming breaths while the customer is speaking.
  • Smile as you speak. People can even hear a smile through a phone!

5. Offer a Solution & Follow Up

At this point you’ve listened and should have a good idea of what the problem is and how to fix it. It’s important to offer a solution that satisfies the customer. Many issues can be solved simply by listening and offering empathy, but be prepared to offer some sort of compensation for the issue. The cost of a refund or shipping a new product to your unhappy customer will be negligible compared to the bad publicity of a bad review or online complaint. By following up with the customer after the transaction is complete, you leave them with a good feeling about your company and the service you’ve provided during a stressful time.

86% of good customer service interactions turn a one-time customer into a long-term, repeat customer. Unhappy customers could potentially be your biggest brand advocates if their issue is handled correctly.

For more information on how to deal with angry customers, or for help getting a professional customer service call center up and running, contact ListenTrust today. ListenTrust serves a wide range of customers in most key verticals including FSI, E-commerce, retail, education, and the medical industry. Take advantage of our years of experience, or one of our many other products or services designed to enhance your brand experience and ultimately, profits, and contact ListenTrust today.

Get Started by Contacting ListenTrust Today!

For more information, contact Tom Sheppard, VP Business Development, at: tsheppard@listentrust.com

Call Center Outsourcing: Why Should You Outsource Your Company’s Call Center?

Call Center Outsourcing: Why Should You Outsource Your Company’s Call Center?

call center outsourcing
Call centers are responsible for all-important empathetic and effective customer service, making them essential to all enterprises. Businesses currently using call center outsourcing are loving lower costs, improved customer service, and a boost to their own productivity. Customers, domestic and global, love immediate access to assistance or information in their native language. Let’s explore a few massive benefits of using call center outsourcing services.

1. It’s Cost-Effective

Data shows that businesses can save up to 50% by taking advantage of outsourcing opportunities. Setting up a call center is expensive, and requires a great deal of infrastructure, space, and trained staff.

Because professional call centers are already equipped with the latest technology, you can get started immediately with very little initial investment. Call centers also share highly-trained agents who work faster and more efficiently, reducing your costs further. The massive shift in work structure brought about by the pandemic makes using outsourced call centers a more logical, cost-effective choice for most enterprises.

2. You Have the Opportunity Outsource to Customer Service Experts

Outsourced call centers employ customer service experts, trained and skilled to handle all customer eventualities with grace and professionalism. Professional call centers have tested and proven processes and training designed to help their representatives understand your business expectations, customer pain points, and can even suggest appropriate customer engagement strategies for your business.

Call center staff are trained to deal with a large volume of calls, emails, and inquiries on many different platforms. Customers contact an enterprise for many reasons, chief among them complaints or questions, which must be handled with delicacy and professionalism. Special training and on-the-job experience dealing with tense or confusing situations is another major benefit of working with outsourced customer service experts.

3. Offer 24/7 Support

Our “new normal” calls for 24/7 connectivity, making it essential to work with larger and more universally available teams with the ability to service many regions. Customers appreciate 24/7, 365 coverage, which conveys extreme dependability, and businesses love the security of knowing processes are running seamlessly outside business hours.

Offering 24/7 support also has the potential to open up new markets. Many businesses are asking themselves, “Why growing businesses should use call center outsourcing?” Times of growth and change require the most comprehensive support for both customers and staff, and call center outsourcing services let staff focus on the business of growth, and customers focus on the business of enjoying your product.

4. Improved Productivity

While your product or service might be stellar, if your staff is overwhelmed by critical customer service functions, they are typically unable to focus on future innovations or initiatives, sales, production, or distribution. For example, successful marketing campaigns bring in a flood of new business, paired with an increased call volume that has the potential to overwhelm your staff. Call center outsourcing enterprises are designed to easily handle enormous call volumes, a feature that will certainly be appreciated by growing companies.

Call volume is highly dependent on time, rising and falling as your chosen markets wake and sleep. Businesses with a multi-regional or global footprint typically struggle to stay connected after business hours without using a professional call center to handle business or requests at odd hours. Many are choosing to task call center outsourcing services with answering FAQs (frequently asked questions), while more complex issues are handed off to in-house staff.

5. Offer Multi-Lingual Support

Studies show that 67 million American-based consumers speak a second language at home, and only 63 million are bilingual with English language skills. Even an English-speaking country like the United States has a very large number of non-English speaking customers in need of support. Employing multi-lingual customer service reps creates an environment of trust and easy communication between your enterprise and your customers, both domestic and international.

360° customer support and international language skills also have the potential to open up new, global markets to your business. Outsourcing your call center means you are no longer tethered to a single location or domestic customers, even those native to your own country. Reach out to a new market your competition can’t reach or explore what new products and services you are in a unique position to provide to both the domestic and global market.

For more information on how call center outsourcing services can save you money, please your customers, and open up new markets and opportunities, contact ListenTrust today. ListenTrust serves a wide range of customers in most key verticals including E-commerce, retail, education, and the medical industry, just to name a few.

Take advantage of our years of experience and bilingual call centers, or one of our many other products or services designed to enhance your brand, brand experience, and ultimately, profits.

Get Started by Contacting ListenTrust Today!

For more information, contact Tom Sheppard, VP Business Development, at: tsheppard@listentrust.com

Why is Having Bilingual Customer Service Representatives Important to Your Business?

Why is Having Bilingual Customer Service Representatives Important to Your Business?

bilingual customer service

Did you know that the percentage of bilinguals in the United States has doubled since 1980? This means second languages are being spoken and learned at home, and that English is often a second language, even to native speakers. Luckily, the availability of bilingual professionals is steadily increasing, leaving no excuses for a lack of bilingual customer service representatives.

Globalization has become a reality in today’s digital world of 24/7 connectivity, opening up lucrative avenues for forward-thinking enterprise, and also presenting new stumbling blocks for the unprepared. It’s critical to build rapport with clients of all countries and cultures, by employing bi or multi-lingual customer service representatives, who can speak the customer’s language and demonstrate the cultural sensitivity that builds true rapport. Let’s explore a few major benefits of offering more inclusive and globally-minded services, through the use of bilingual customer service representatives.

Why is Being Bilingual Important to a Business?

The Spanish-speaking population of the USA stands at 43 million and the Chinese-speaking population at almost 3 million – making it easy to imagine the myriad of other languages relied on in the USA for day-to-day business and communication. With these numbers on the rise, providing bilingual service is becoming increasingly important to establishing and maintaining a successful business. Let’s explore a few examples of how implementing this policy change can keep your business vital and relevant.

Increased Customer Base

There are 6912 living languages in the world, with the largest portion being Chinese speakers, and the honored position of 2nd place going to English. It’s easy to see that by limiting the number of languages spoken by your customer service representatives, you are severely crippling the reach and influence of your business. Also, considering the number of ESL speakers in the USA, it’s important to offer customer service in different languages.

Valuing Your Customers

Great customer service doesn’t include the word “no,” but that’s the first and last thing your Spanish-speaking customer hears when you have no bilingual call center representatives to help them purchase or operate your product or service. 41 million Spanish speakers in the USA might be waiting to engage their massive buying power with your business, but this vast group of customers will have no choice but to seek out a company with more bilingual support options if you don’t offer them.

Why is Having Bilingual Customer Service Representatives Important to your Business?

Communication is the key to offering both the best product and the best customer support. Building a bilingual customer service department or call center provides several immediate and long-lasting benefits to any business. Let’s explore a few of the most impactful byproducts of providing bilingual customer service.

1. An Optimal Customer Experience

The customer experience starts when the customer finds or is attracted to your business, and ends when they’ve successfully used your product or service. Hiring bilingual customer service reps ensures customers can have the full customer experience and have help in the language they are most comfortable using.

2. Encourages Brand Affinity

Brand affinity is the holy grail of business success, and happy and loyal customers are repeat customers. Bilingual citizens in the USA and abroad have rich and bustling communities of like-minded and culturally similar individuals and share great or horrible business or personal experiences with a large number of community members. Don’t underestimate the value of word of mouth in marketing, and encourage customer longevity by offering everyone, regardless of language skills, the opportunity to love your business or product, and all the work you’ve put into it.

3. Gives a Competitive Edge

Simply put, if you are the only company in your market space to offer customer service in Farsi or Tagalog, you have the competitive edge in those communities. If you’ve resigned yourself to only selling or interacting with the English-speaking world, you are simply not in the same league as other businesses that have the ability to communicate with international or non-English speaking customers. You might offer a better product or service, but no one in the bilingual community will ever know.

4. Demonstrates Commitment to Inclusivity

Inclusiveness and diversity are proven to spur business growth and create a more fun, creative and innovative atmosphere around both your office and your company. Inclusive work environments are known to be incubators for great ideas, and attract the best and brightest talent, with a wide array of unique cultural experiences and language skills. Bilingual customer service reps and professionals are proven to be fast, organized, and critical thinkers, with a grasp of cultural nuances that monolingual employees might not have, but will pick up on in an inclusive and diverse work environment.

5. Expansion opportunities to other markets

U.S.-based organizations often find expansion into foreign markets untenable, due to language barriers. There is simply no way to expand into a new, non-English speaking market, without hiring and emphasizing the use of the local language for sales, customer service, and product support. Communication is the key to establishing yourself in a new market, and hiring bilingual customer service representatives is a great start toward creating a more international work environment, and also learning about the needs and preferences of your new potential market.

ListenTrust is in the business of communication, and business is good. We partner with companies to help build a better brand experience, provide solutions, listen to customers and earn their trust. Customer engagement isn’t one-size-fits-all, and the best way to find out what gets your customers excited is to listen – ideally while they speak their language of choice. Contact ListenTrust today for more information on their broad range of solutions for building a bilingual customer service call center, and rapport with a broad range of dedicated customers.

Why Is It Important to Establish Rapport with Clients?

Why Is It Important to Establish Rapport with Clients?

build rapport with clients

If you’re in sales, customer service, marketing, consulting, running a small business, or work with an agency, or in any kind of customer/client-facing role, it’s likely you’ve heard of the importance of building rapport with clients. But what exactly does it mean to build rapport and why is this important? In this article, we will explore the importance of building rapport, its benefits, and how to foster this type of symbiotic, trusting relationship with clients.

Establishing rapport with clients boils down to one simple, yet crucial concept: Trust. Building trust with clients is a lengthy process, and no easy feat, yet paramount in any kind of business partnership. Putting in the work to build and maintain trust between you and your client is proven to be rewarding in a myriad of ways. Let’s unpack them.

Benefits of Building Rapport With Clients

Trust is a difficult thing to build, and an easy thing to lose. The world’s most successful businesses focus on building rapport that will allow them to offer a more intuitive product and maintain the trust customers put in them by continuing to invest in the business relationship. Let’s explore a few measurable benefits of building and maintaining excellent rapport with your clients.

1. More Sales

A whopping 89% of customers will make a repeat purchase after a positive customer service experience. Customers are more likely to invest in your product when you’ve invested in your relationship. If you’ve built rapport with your customer, they will enthusiastically reach out to you again and again for help, advice, and new products or solutions, even if you’ve yet to deliver results.

2. Better Reputation

A 2020 Walker study found that a great customer experience will trump price and even product quality, differentiating your brand with an immediate reputation for great and long-lasting relationships. Happy and trusting clients are more likely to provide positive reviews of your business, and recommend you to others, giving you the opportunity to win over even more clients.

3. Stand Out From The Competition

While some companies are forced to focus on simply keeping up with trends and staying current, others are taking advantage of the rapport they’ve built with their clients to work smarter, not harder. Consumers are loyal to both the best products and services, and businesses that value transparency, authenticity, and longevity of customer relationships.

How to Build Rapport With a Client?

Now that we understand a few of the crucial benefits of building excellent rapport with clients, let’s discuss a few easy practices you should be implementing to ensure excellent rapport with a customer.

1. Ask Questions

Ask your client rapport-building questions about their personal view of their company and business goals. Listening carefully will give you a clear idea of client priorities, and unique insight into how to meet their needs. Examples of rapport-building questions include a more personal line of questioning like,” I see you attended X university! What did you like best about your time there?” Asking informed questions to build rapport shows the client you are dedicated to offering a tailor-made product and long-lasting relationship and will take their goals to heart – and to the bank.

2. Listen Empathetically

Practice active listening, and make note of keywords, critical issues, and primary goals. By closing your mouth and opening your ears, you are also opening the door for more trusting future communication and a long-lasting relationship, where your customer feels comfortable seeking you out for advice, or future work.

3. Establish Common Ground

Using small talk to find common ground is a great way of establishing rapport with clients, and showing a genuine interest, which is a tough thing to fake! A rapport-building question about a detail of the client blog or website is a great way to demonstrate a common interest in their business and success. Asking open-ended questions will help your client “open up,” and share personal experiences that you might share, for a firm and trusting foundation to your relationship.

4. Mirror & Match

The “mirror and match” technique draws on the truth that we prefer to interact with people who we perceive to be similar to ourselves. What we say is negligible, when our body language and voice portray disinterest or a lack of understanding. The most successful communicators watch and mimic the body language of others, adopt a similar temperament, use similar language, and attempt to match the tone, tempo, and volume of the other person’s voice. Science says that employing these methods of connection results in stronger intimacy, trust, and client rapport.

Rapport-building questions are an easy way to make a personal, more long-lasting connection with existing and potential customers. If a company culture of excellent customer relationships sounds like it could benefit your business, contact ListenTrust today, or read on to learn more about how establishing rapport with clients through the use of bilingual customer service can future-proof and globalize your business.

Get Started by Contacting ListenTrust Today!

For more information, contact Tom Sheppard, VP of Business Development, at: tsheppard@listentrust.com.

Personalized Customer Service

Personalized Customer Service

Storefront employee delivers personalized customer service.

Customer service is a necessary part of any business, but it is also a way for a brand to set itself apart from the competition. A company that steps up customer service with personalization will enjoy the same benefits as when a regular customer walks into a brick-and-mortar store. Tailored, personalized, and memorable customer service leaves a lasting impression that also offers the highest level of customer service and improves your brand’s overall standing. 

What Is Personalized Customer Service?

It may be easy to assume the personalizing customer service means using a script to add the customer’s name in the opening line or something similar, but there are more nuanced ways to add personalization. Personalized customer care also means adapting to a customer’s needs and expectations. Instead of having customers fit through the business’s service funnel, the business should react to each customer’s needs. However, what one customer prefers might alienate others or be insufficient. No two people are the same, so no two customers should want or need the same things. Keeping everyone as happy as possible with the methods they prefer gives customers a choice of ways to interact and ways to speak up if something isn’t going right. 

Benefits of Personalizing Customer Service

Personalizing customer service may seem like an impossibly detailed task, but there are multiple ways to achieve your goal, some of which are explained below:

Attainable Expectations

Customers today expect personalization and customized experiences, but there is also more worry over data privacy than ever before. Typically, businesses use customer data and feedback to tailor future experiences, but not everyone wants to hand over their data. When done correctly, companies can safely use and store customer data to create personal experiences customers want without data misuse’s shady downsides. When companies track purchase history, service interactions, feedback, and more for the business’s betterment, the company can offer better service exactly how that customer wants.

Faster Customer Service

Personalized service may sound like it takes more time, but personalized experiences help resolve issues faster once the system is up and running. When customer service agents know everything about a customer, they can anticipate or prepare for likely questions. Having the answers and customer preferences at the ready makes each interaction much more efficient and gets the customer to their desired end much faster.

Balance Between Agents and Automation

Automation is a technology we have been dreaming of for years, and AI is now a core part of many business strategies, but we cannot forget the human side of customer support. Each method has the best use situations. Sometimes a customer does not want to talk to a live human agent for a simple issue they can fix with a chatbot or phone tree. Other times, customers want to let out their frustrations with a product to a live human or need help with a more complex issue than automated systems can handle. When it is clear a human response is needed, the transition must be fast. A customer who wants to talk to a person will not suffer through a long winding phone tree for awfully long, nor should they have to. Moving from an automated system to a live agent should be fast and seamless, preferably with only the bush of a button or voice command. Tracing customer preferences over time can help determine which customers want to speak to an agent and which do not so you can provide personalized service without any interruptions.

How to Provide a Personalized Experience

You cannot control your competitors’ prices, size, or any other factors, but you can make your business better in different ways. Providing a personalized experience for your customers is useful for various reasons. Still, it can help customers return to your business rather than move to a competitor, as most people would rather do business with someone who knows your name rather than a faceless company. For many customers, better customer service, including personalization, is enough to keep them loyal to your business over other options. You can get creative with ways you personalize experiences for customers; below are just a few examples of ways you can personalize the customer experience and enjoy the benefits:

  • Reward and recognize loyal customers with over-time programs.
  • Know your customer’s name and proper capitalization.
  • Reward feedback with messages when feedback is considered or implemented.
  • Offer free classes, trials, or demonstrations so customers can see exactly what they are buying, which eliminates doubt or quality concerns.
  • Send a personalized, handwritten note to customers with orders for a pleasant surprise in the box or on their birthday as an inexpensive way to reach out.
  • Recognize or feature customers’ experiences on your website or social media pages to reassure potential customers and encourage other customers to leave testimonials.

Personalized customer experiences and support are a fantastic idea that can be tricky to get right. The line and blend of automation and human intuition can be hard to find, but your customers will appreciate you are trying and eventually succeeding. You may need help along the way, and the experts at ListenTrust are here to help you get personalization precisely right.

Get Started by Contacting ListenTrust Today!

For more information, contact Tom Sheppard, VP Business Development, at: tsheppard@listentrust.com.