The Importance of Personalization in Customer Service
ClubSolutions in their article quote Tom Knighton, Conversant Global Practice Lead that
“Customer experience is the next competitive battleground. It’s where a business is going to be won or lost.”
Delivering high-end, smooth customer service is something that all businesses aim and strive for. Organizations need to keep their customers happy and satisfied.
Maintaining cordial relations with customers not only helps the business to gain trust and loyalty but also helps in acquiring more and more customers.
Thus, as a business, it is essential to outreach customers in the most efficient way and offers the specific services that they demand. The whole concept of personalization revolves around meeting the expectations of each customer.
What Exactly is Personalized Customer Service?
The relationship between businesses and customers is constantly evolving. In this era, which is entirely driven by technology, there are numerous channels through which customers can be reached.
Today’s customers are aware of the product and brand. They have sound knowledge of the organization. Moreover, in such cases, there is a massive expectation for customized services.
Thus, personalized customer service refers to delivering customized services that cater to the exact needs and wants of the customer. This way, a customer can feel more connected to your company. Also, because the customers receive tailor-made solutions to their problems, it leaves them with a sense of satisfaction. Therefore, every business nowadays is looking forward to providing personalized customer care services to their customers/potential customers.
How to Deliver Personalised Services?
1. Get to Know Your Customers
First and foremost, to build good relations with the customers, companies should focus on knowing their customers very well. Customer care agents must interact with the customers to find out their demands and needs.
Knowing what the customers want by engaging in a fruitful conversation with them can help businesses find out the target area. A productive discussion will lead to meeting the expectations of the customer as well as exploring the different fields that need work.
2. Be Available to Your Customers
Once the businesses know their customers well, they should concentrate on the availability of their brand/company to the customers through IVR, missed call alerts. Customer service agents must always be available to them round-the-clock.
Also, the agents should attend the customer calls appropriately. Companies must also maintain constant communication with customers through digital channels like social media and emails. Instant responses and services leave a positive impact on customers’ minds, thereby wanting them to avail more services from the organization.
3. Give Your Customers Options to Choose From
Companies must provide a set of viable options for customers to choose from. A customer who is visiting a company’s website might need a little more guidance. Therefore, in such cases, businesses should offer various customer support options that can be used by a customer while browsing their versatile channels.
For instance, if a customer is trying to navigate the support section of a website, then he/she can be offered alternatives like chat support or call with a live agent. It makes the user experience more customized as now the customers can choose an option according to their convenience.
4. Ask for Customer Feedbacks and Reviews
Businesses should always look for a scope in improving their customer services. Each customer might have their own experience with the brand and the products. Therefore, as an organization, it is essential to know what your customers think regarding your product and services.
Every customer might not have a delightful experience, and hence personalizing customer interaction provides an opportunity for the companies to look at the other side as well.
Customer feedbacks should be asked for and analyzed to modify future services and bring the best in customer experience.
Why Is It Important to Deliver Personalised Customer Service?
When customers reach out to an organization or a business with their problems, all they want is a complete solution. They want customer service to be a seamless experience without having to go through multiple stages of addressing their issues, long wait hours, and unsatisfactory responses.
Providing them with personalized services that are tailor-made to cater to their problems can help in building meaningful relationships. These relationships can give an edge to the businesses over their competitors who don’t prioritize their customer service.
Below are some benefits which businesses can derive by offering personalized customer service to their customers –
1. It Lets Businesses Deliver Faster Customer Service
With personalization, businesses can keep track of the customers’ information. It means that since they have useful information like customer preferences and interests, customer service agents can modify their conversations accordingly. Companies can use advanced analytics tools to filter out customer choices and customize them for each customer.
This customization helps in resolving the issues faster as agents are already familiar with the customer’s approach, and therefore, it takes them less time to address their problems.
2. It Offers You A Competitive Advantage
Offering personalized services to the customers sets a business apart from its competitor. Since the market is huge, there is a huge competition between companies offering the same products and services.
As a business, every company needs a parameter that differentiates it from the crowd and makes it a better service provider. Thus, offering customized solutions to the customers can provide a competitive advantage. Customer-centric strategies, like personal chat support, live agent calls, email support can prove to give businesses an edge over each other.
3. Gives Power to The Companies to Meet Customer Expectations
Delivering customized services to the customers is not a luxury but a necessity in today’s times. Customers’ demands and needs are rising rapidly. In such a scenario, it has become mandatory for companies to fulfill all customer requirements.
For instance, customers expect a seamless experience while shopping online, or while traversing a website. So, delivering services that go together with what the customer desires is the priority for most businesses.
4. It drives customer loyalty towards the company
A happy and satisfied customer is always more loyal to the company. There are more chances of the same customer repurchasing from your business since they liked the services before. Also, they may market or endorse your products amongst their friends or family.
Therefore, personalization does not only improve your relations with the customers but also benefits your business in outreaching to more people.
Thus, every business must provide personalized services to their customers as it helps in building trust and engaging more and more people towards your business. It can be achieved by serving your customers with the best possible solutions and taking care of them and their needs.
Organizations should look forward to developing the necessary skills, expertise, and experience to deliver seamless customized customer experience.
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