The Art of Personalization in Customer Service
When it comes to customer service, today’s customers have high expectations. They want immediate resolution of their queries, getting support on their preferred communication channels, and personalized customer support.
According to a CX report by Qualtrics, 77% of customers said that they are more likely to recommend a brand to someone after having just one positive and personalized experience with the company.
Little things go a long way in establishing an exclusive relationship between your brand and the customer. There is one thing that you can do which almost guarantees that your customers will come back and do business with you, and is beyond providing personalized customer service.
Personalization can easily be touted as one of the major reasons every business is actively investing in data analytics technology. Having the ability to better meet the needs of customers by understanding and anticipating their behaviors is something everyone wants to get their hands on.
Let’s take a closer look at the advantages of personalized customer service and how Kapture can make it happen for your business.
What is Personalized Customer Service?
AI magazine defined personalized customer service as the support offered by a customer service agent that is customized to each individual customer, based on their certain needs.
Customers feel more connected to your brand if they receive tailored experiences from your support team. Also, customized solutions leave your customers with a sense of satisfaction. Therefore, every business nowadays is looking forward to providing personalization in customer service.
Nowadays, customers are keen on personalization, as it helps them remain in control in customer service conversations, reduces feelings of stress, and helps them feel more empowered as a customer.
Personalization – A Key Element in Creating Better Customer Experiences
Why Should You Personalize Customer Service?
With a shorter attention span, surplus supply for demands, and less time on hands spent making a purchasing decision, customers today are not so easy to impress.
Offering a customized approach to your customers is a great way to make your customers feel happy. Personalization has a major impact on customer loyalty as well as retention.
Consider these key stats related to personalized customer experience;
- 80% of customers are more inclined to do business with a company if it offers a personalized experience.
- 93% of businesses experience an increase in conversion rates from personalization.
- 65% of customers say that personalization influences their brand loyalty.
These data clearly show the importance and need for personalization in customer service for your business.
Benefits of Providing Personalized Customer Service
Weaving personalized customer service in your customer relationship management strategy is a must for several reasons.
Mentioned below are some of the benefits which your business can derive by offering personalized customer services.
1. Consistent Business
Customized customer support always helps you in making your customers feel valued and appreciated. Pleasing a customer always leads to returning business for you.
According to a study published by the Temkin Group, companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in personalized customer experience. That’s 70% of growth in revenue within 36 months!
2. Improved Customer Satisfaction
When customers reach out to your support team with their queries, all they want is a complete solution. They expect a seamless customer experience without having to go through multiple stages of addressing their issues, long wait hours, and unsatisfactory responses.
Providing them a personalized experience while resolving their query will make your customers feel special and reduce the churn rate.
Therefore, curating a personalized customer experience helps in improving your customer satisfaction rate and leads to higher customer retention as well.
3. Increased Customer Loyalty
A happy customer is always more likely to be loyal to your business. There are higher chances that the customer will endorse your product or service among his/her friends or family.
Personalization not only improves your customer relationship but also benefits your business in outreaching to more people. It helps in building trust and engaging more and more people towards your business.
How to Improve Personalized Customer Service
When we talk about personalized customer service, most people generally think about customized chats or calls answered by a customer support agent.
While it is certainly true up to some extent, there is much more to personalization than that.
A survey by Gartner confirms that 90% of companies find customer experience to be the main field of competition in their business.
It states that investing in customized customer service is not only a smart move for your business — it is a necessity to keep you at par with your competitors.
So, let’s dive in and see what you can do to improve personalization while delivering customer service.
1. Know your customers
First and foremost, you should focus on knowing your customers well before offering any customer service. It is important to interact with your customers through a fruitful conversation to know their needs and demands.
Personalized customer service strives to keep a record of the personal rapport customers have with your business. Thankfully, technology is on your side in this case.
A help desk software like Kapture lets you maintain detailed records of your customers and their interaction history with your business. It allows your customer support team to access all the required information on a unified dashboard so that they can personalize their conversation while interacting with the customers.
You can also integrate your smartphone, email, live chat, etc. to keep a record of every interaction with a customer and store it in their file so that your agents will have all that information at their fingertips at the drop of a hat.
2. Omnichannel support
One of the key components of personalization in customer service is to keep an eye on your customer’s interactions history across various communication channels – which means offering omnichannel support.
For example, a customer reaches your support agents via Whatsapp regarding a specific query. Sometime later, the same customer contacts your support team through a phone call with the same issue. But this time another agent picks up the call.
In such a scenario, having a system that allows your agents to see that it’s a recurring issue will not only provide context to the agent but will also help in resolving the query fastly, thereby increasing your first call resolution rate.
Offering omnichannel support makes your conversation with customers more targeted and accurate, since it empowers agents to see what customers have previously asked about or what content they have searched for.
3. Greet customers by name
Using the customer’s name in conversation is a neat trick that may sound silly but makes good sense. It is a highly effective tactic that uses psychological mechanisms to attract the attention of your end user’s brain.
It makes your customer feel that you are invested in their situation as an individual.
You should also make sure that your customer service reps use their real name too, to give a more personalized touch while communicating with the customers.
This approach will make the customers trust you more and give them the certainty that you are personally taking ownership of their issue. It will foster a feeling of solidarity and mutual trust, eventually leading to an increase in your CSAT rate.
4. Personalize your website
One of the most crucial personalized customer interactions is their experience while using your website. This technique has already been adopted by many leading brands.
Twilio’s 2021 State of Personalization report says that around 60% of customers are influenced by personalized product recommendations on their home and landing pages.
It is human nature to willingly spend time with people who treat you right. Everyone values high-caliber service and it plays a huge role in making customers loyal to a brand. Web personalization works the same way.
When you use appropriate tools to make your site experience warm, welcoming, and individualized, you will boost customer loyalty.
5. Leverage Artificial Intelligence
Having a customer support team with human agents has its own limitations. This is particularly true when you have to deal with a vast number of data that needs to be collected across multiple platforms to fine-tune and create customer profiles.
However, deploying artificial intelligence tools can help you here in creating personalized customer experiences.
For instance, a chatbot which is a modern-day artificial intelligence interface helps you in collecting customer insights across channels, create accurate customer profiles, and use the data to solve the basic queries in a personalized manner according to customer preferences.
Chatbots can also use real-time customer data to identify their online behavior and address them accordingly. Additionally, you can automate the chatbot with canned responses to solve common customer queries. Subsequently, it improves your average response time and enhances your CX.
6. Ask for feedback
Asking for feedback from customers is a way of showing them that they are being appreciated and valued by a business. Collecting feedback will give a detailed idea about how your customers engage with and react to your customized customer support strategy.
Personalization can come true only when you pay attention to customer feedback and implement the changes based on what your customers are saying. It will eventually help you in gaining customer loyalty.
97% of customers are more likely to be loyal to a brand that implements their feedback.
You can also boost your NPS score by asking customers about how you can improve your services.
7. Enable self-service
Self-service is gaining more popularity in the field of customer service. 68% of customers view the provision of self-service options as a form of customer service.
Present-day customers prefer to solve issues on their own rather than relying on customer support teams. Therefore, self-service becomes a great way to assist such customers.
You can set up self-serve portals in the form of online knowledge bases, FAQs sections, and community forums to deliver the content that’s most relevant to the individual customer.
Optimize Your Support Strategy With Personalized Customer Service
Personalized customer service can be a differentiating factor for your business. Thus, creating and delivering high-class customer service should be the top priority for your business.
Businesses need to fast align with the evolving preferences of customers and understand that a strategy of personalized customer experience is the new demand. Kapture helps you in optimizing your customer service by offering customer support software that equips your support agents with the tools they need to provide a top-notch experience to the customers.
Our on-demand webinar, How a Truly Personalized Customer Support Ecosystem Should Look Like in 2023, can help you in learning the nitty-gritty of a personalized customer service strategy.
Interested in more info about personalized customer service approaches?
Get in touch with our product squad today!
About the Author
|Shivika is a Content Writer at Kapture CRM, who enjoys using her creative skills to contribute to the exciting technological advances. She is passionate about cultural artifacts and culinary art.|