Small and large businesses are turning to personal customer service to retain, grow, and develop their customer base. Customers have more information and choices than ever before.
They are willing to switch to companies that offer prompt and clear solutions to their questions, address complaints and engage with them on a personal basis. Personalized customer service can make or break your competitive advantage in such situations.
The question is how companies can personalize their customer service. This question is a constant struggle for customer-centric companies. These are difficult questions to answer. Personalization is essential to enhance customer experience, win loyalty, reduce attrition and foster strong customer relationships. Such efforts are not being implemented in many top organizations due to the difficulties involved.
This may be partly because personalization seems to work well. Organizations find it easy to send mass emails and make cold calls. This allows them to reduce their contact center efforts by using generic terms like “customer” or “customer support”. This comes at a price. Customers are dissatisfied, and relationships don’t develop.
How do you decide where to customize? Here are some tips to help you do this:
1.Create a Communication Strategy:
It is important to first understand the importance of a comprehensive communication strategy. Personalization should be applied across all channels and functions within an organization. Emails should include the customer’s name, complaints should have the problem in the message, and customer service agents need as much information as possible to help the customer make a call.
Personalization must be a constant feature of all touch points. Personalization must also be guaranteed at your company’s end. Many companies don’t have top customer service in their vision statements or on their websites. To let customers know that you are behind the vision statement and are connected to them, they must sign it.
2.Get to Know Your Customer:
It’s a great way of starting a conversation by mentioning the name and contact information of the customer. It is much more effective to mention the name of the customer than just saying “Dear Customer” at the beginning of a conversation. “Dear Customer” is better than “Dear Ms. Julia”. This not only gets the customer’s attention but also opens up a dialogue and establishes a relationship.
Customers are happy when they feel comfortable and want to have more casual conversations. They may also ask for a change of name. It is a great way for customers to see that you value their individuality and to communicate that your email/call is not spam. Localization is also important. It is crucial to hire experts who are familiar with the culture and etiquette in your target market.
3.Take note of technology:
Are you worried about the effort involved? Technology can make it simpler. It can provide you with vital information like your name, gender, occupation, etc. Second, it can customize calls, emails, or other communications. If you haven’t done so yet, ask your web administrator. There may be many ways to personalize customer service.
Mass mailing with MS Excel is not a good idea. Many web domain providers offer technology that allows you to send mass emails with personalization. An automated database can also be used to retrieve important information such as name and gender, age, address, occupation, etc. This could prove invaluable to the agent in the call center, as it can help the customer understand and solve their problems.
Do you wait for your close friends and family to call or for exciting news to be announced? No! It is also a good idea to keep track of customer events and get in touch whenever possible. It could be a great idea to wish customers their birthdays via email, SMS, or phone calls. This can help build relationships. Reward points can also be used to surprise customers with a gift or voucher. Although there are many valid reasons to contact customers, companies that do reactive customer service neglect this.
Did you know that many companies overlook the opportunity to thank customers for their first contact and get feedback? This is true for various mentions on social networks and the internet. Use social media to listen and offer suggestions or encouragement to your customers.
Proactive customer service is more effective than reactive customer service and provides better opportunities for customers to be contacted. Customers who have recurring issues or are experiencing repeated difficulties with your product or service will find this a great benefit. This assures customers that they are being well-served by a company. You can use this troubleshooting experience and data to update your FAQs often.
Customers could also leave testimonials in the section. This will encourage others to take part and let them know that customer service is still involved in the problem-solving process long past the resolution.
Every customer interaction is important in today’s connected world. Miscommunications or mix-ups are the worst things about bad customer service. It can be irritating and disprofessional for multiple agents to call the same customer at once without continuity. The customer becomes frustrated when they have to answer the same questions each time.
It is essential to keep track of each customer to avoid this.
All communication with customers, including email, phone calls, and postal correspondence, must be recorded. This information should be kept in a central place that can easily be accessed by all call center agents. This will allow you to avoid miscommunications, save time-solving customer problems, and build a trusting relationship with each customer.
Data management, unified communication, and analytics are all tools that can be used to communicate with customers in continuity and prevent miscommunications.
7.Use Flexible agents in your call center:
Although you must be professional with all your customers, some customers prefer to feel at ease when calling your call center. Call center agents should be flexible, able to solve problems like a surgeon, and be the customer’s trusted aide whenever needed. It is possible to make a lasting relationship with a customer by spending time listening to them on certain days. It also reinforces your listening skills and shows that you are serious about listening.
8.Direct Contact should be your first choice for customer service:
The best way to resolve customer complaints is by calling directly. Why not just ignore it and replace it with emails or SMS? Here are two options for establishing direct contact. This could be done by “Clendening”, which is where one agent is assigned to a client or customer and is available to answer all of his/her questions. This may not be possible for large numbers of customers. If this is the case, you can contact top-tier customers directly to complain.
9.Personalize your service with Touchpoints online
Modern technology can be used in many ways to provide personalized services. Your website should be personal and include details about your address, contact information, social media links, maps, and your team. Your website must be accessible from different devices and phones.
Offer a platform for customers to leave reviews and take action on them.
Communication is key to building relationships. It must be ongoing. Create customer profiles to understand your customers and keep communication alive and personal. Keep the profile current and ensure that customer service continues to learn about the customer.
You can achieve your customer service goals quicker by enlisting the assistance of a customer care outsourcing company.