Many have experienced that moment when they call customer service, and the agent on the line cannot solve their problem. There are many reasons for this situation, such as a lack of expertise, information, or a bad day.
First, it’s essential to understand what personalization in customer service is. Personalization is about giving customers what they want and needs when the time comes.
You can personalize your customer service through different channels such as email, chat, or phone. This post will show you how to create a personalized outsourced customer service plan to help agents give your customers the best possible experience.
- 1 Importance of Customer Service Personalization
- 2 Benefits of a Customized Customer Service Plan
- 3 Tips for Personalizing Customer Service
- 4 Best Customer Service Personalization Tools
- 5 Personalize Your Customer Service Today
Importance of Customer Service Personalization
The purpose of providing a personalized customer service experience is to make them feel valued. Nowadays, customers are demanding more tailor-fit services. For example, some companies have started implementing chatbots for their customers to provide a customized experience.
You can also implement customer retention strategies in different ways. For example, tracking client interactions and calling them on a first-name basis are significant ways to personalize customer service. A personalized product recommendation via email is also an example of a customized strategy.
According to Salesforce, almost 90% of customers in the US are more likely to buy again from companies where they have a positive customer experience. Happy customers mean a positive brand image – a win-win for both!
This sentiment is what customer service is all about: being there for your customers in times of their needs. Exceptional customer service can make or break a business. It can also influence the entire purchase process and your business’s profitability.
Benefits of a Customized Customer Service Plan
A customer service plan such as a customer loyalty program can also benefit businesses. And here’s how they do so.
Improving customer experience
An effective customer service strategy helps you identify your customers’ most urgent needs and ensure you can provide for their needs when called for.
Streamlining your team’s tasks efficiently
A customer service personalization plan makes it easier for the team members and customer service representatives to perform their tasks effectively and efficiently. At the same time, it decreases employee stress levels.
Improving brand loyalty
Exceptional customer service helps establish stronger and deeper customer relationships. With this plan, Customers will trust your brand more and will likely continue making repeat purchases in the long run.
Tips for Personalizing Customer Service
Want to incorporate this plan into your operations? You can follow these steps to create an effective professional customer service plan.
Take time to assess your customers’ needs
Make sure to listen to your customers and evaluate their needs. You can determine their preferences through surveys, interviews, and data and analytics you’ve obtained from previous inquiries.
Determine whether they have unmet needs and what their expectations are. You can discover more opportunities to improve your customer service plan and serve them better.
Evaluate your customer service process
Plan your customer service processes with your internal team. Consider your approach according to your customer’s point of view so you can identify areas for improvement.
You can also ask your front-line representatives about their challenges and ideas that will help improve your customer service process.
Create a customer service strategy
Once you have identified the areas that need the most improvement, create a list of strategies to help satisfy your customers’ needs and expectations. Then, you can start implementing your plan. These tactics may include the following:
- creating employee incentive and training programs,
- upgrading your software,
- local and international hiring of additional team members,
- enhancing your workspace,
- improving workflows, and
- exploring new ways to deliver exceptional customer service.
Identify your KPIs
Identify your key performance indicators (KPIs) to monitor your progress and ensure success. Some sample customer service metrics include measuring the average time to complete a customer inquiry and analyzing customer retention rate and satisfaction score.
Use customer-friendly terms
Make sure to use customer-friendly terms so your clients can easily understand what your team is conveying, improving communication. Doing so will help create guidelines that are easy to remember and understand for your team.
Best Customer Service Personalization Tools
Some tools can help you provide your users with the best-personalized customer service. For example, personalization software tools can help businesses create a customized customer experience.
These tools also help reduce customer frustration, increase customer loyalty, generate leads, and even turn your customers into willing brand ambassadors.
Do you need personalization software? If you want to meet your customers’ expectations, prevent potential churn, and guarantee customer satisfaction, the short answer is a resounding YES.
Here are the best customer service personalization tools every business should have:
Personalization is HubSpot’s main game. Some of its specific features include:
- creating personalized lead capture forms through pop-up forms,
- customizing content in your email campaigns through personalization tokens, and
- showing different site experiences and CTAs to audiences through helpful content.
Getting valuable customer feedback is the key to executing effective personalized customer service. One way to get that precious feedback is by using a survey tool such as SurveyMonkey.
SurveyMonkey help creates customer surveys with ease, thanks to more than 150 templates to choose from. You can select a template that suits your preferred study or business type.
Chat support is an essential part of any business website. Not only will it lessen frustrations and issues with your brand, but it also lets customers have a personal support experience with your business.
AI chatbot automation and custom forms can also help generate online leads. The app’s AI automation helps with quick responses and resolving issues without removing its human touch. You can also integrate LiveChat with other apps, including Facebook Messenger, Google Ads, and Salesforce.
Popular websites such as HubSpot and Cisco use BrightInfo to increase site conversion by as much as 320%. Its self-learning algorithm scans your website, “understands” your content, and uses it to engage new visitors.
Moreover, it tracks each visitor’s behavior, compares it with others, and shows each user the best relevant content from your existing pool of resources in real time. BrightInfo responds to each visitor’s needs through relevant content. This feature can lead to conversions and customer satisfaction.
Moosend is a marketing and email marketing automation tool to drive real revenue growth. This tool allows businesses to improve their customers’ personalized experiences. Moosend will help you capture your target customers and turn them into brand advocates.
With Moosend, you can deliver personalized, engaging, and meaningful emails that customers will likely open every time. You can choose from a variety of fully customizable templates. In effect, you can establish long-time relationships that can lead to conversions and brand loyalty.
Personalize Your Customer Service Today
Providing a personalized customer service experience means taking a holistic approach. This method includes using tools to help achieve your customer service goals. Gone will be the days when your team can’t resolve client issues, leaving customers frustrated and may even end up switching to a different brand.
Every business owner doesn’t want that scenario to happen, which is why understanding the concept of customer service personalization is necessary.
That way, customers will know you value them and hear their concerns. At the same time, companies can provide customers with the best possible brand experience.
Trevor Michael is a Customer Contact Industry Specialist at Select VoiceCom, an inbound call center with telemarketing and IT support services. He has operated successfully within this niche industry for over ten years across Australia, New Zealand, and Southeast Asia. He enjoys writing, golfing, and going to social events.