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:
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.
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For more information, contact Tom Sheppard, VP Business Development, at: email@example.com.