Communicating with customers by their first name is a well-known good practice in personalizing interactions. This gives them the sense of being more than just an income-giving entity.
However, personalizing the customer service experience is beyond that. Generic automated responses especially if it does not answer the specific question of the customer can be put offing. Moreover, customers can recognize insincere words or sugarcoated phrases.
Checkout Seven Prime Steps Help You To Improve Personalized Customer Service:
Here are some pointers for a more personal approach to customer service.
1. Gather as much information as available
There are several ways to gather information from the customer these days. Social media, surveys, and web tracking are a few examples. Social media is easy as most people post their lifestyle over it. If their profile is public then their information is more accessible information already.
Surveys and feedback forms are powerful tools, too. It can be very specific to the product improvement or service enhancement your customer wants. The downside is that the customer may not have the time or willingness to fill out those sheets.
Web tracking analytics offer more juice. This is done mostly by your website. Ensure to give them choices on the cookies being collected though. It shows customers that you respect what they want to share or not.
2. Find a good CRM
Customer Relationship Management (CRM) software is a powerful business tool. There is a wide variety of it available in the market. Acquire the one that best suits your enterprise.
CRM helps you streamline your business processes. Additionally, these platforms make it easy to follow a customer’s history that is otherwise scattered across various digital spaces. In turn, you have a better understanding of the customer.
3. Consolidate each team’s interactions
CRM enhances collaboration as well. However, there are other contact management apps, such as Shared Contacts for Gmail, that do the job. Moreover, these apps are not as pricey as CRMs.
Contact management apps are avenues that allow your team to collaborate regarding a customer. These programs can be an avenue where anyone in your organization can share their interactions with the customer.
The information gathered on personal interactions with the client is vital. It reflects how the customer specifically feels about your product or service. The more data gathered the better insight can be concluded in order to close the sale.
4. Emphasize privacy permissions
As mentioned earlier, web tracking analytics should be clear with the customers. Yes, it is important to gather as much data as possible. But, the manner of collecting them matters, too.
Be clear to your website visitors as to what type of cookies you use. This gives them a sense of respect for their privacy. In turn, they’ll know that you are not abusing the data you have gathered from them.
5. Reasonable response time
Responding immediately may sound spammy. Responding too long can project inattentiveness. Furthermore, you may give the impression that you didn’t receive their queries, hence customers will find another vendor.
Responding within an hour or two is reasonable enough. Albeit the reply within 24 hours is fair. If you cannot respond promptly, send a note saying you will respond when you can do so in detail.
6. Reward loyal customers
Your best salespeople are your loyal customers. They recommend your goods to people and you don’t have to pay them. They leave positive comments on your social media. Additionally, they may even answer prospective customers’ questions.
Hence, it is just fair to compensate for their brand loyalty. You can do so by offering your devoted customers special discounts and freebies. Another way is to give them early access to new products. You may also invite them to events like product launches or sponsored concerts.
7. Take care of your customer service personnel
If you are employing people to do customer service, you must make sure they are loyal to the company as well. If your customer service people are not happy with their job, it would reflect in their tone of voice. As mentioned earlier, customers can sense if the words are hollow.
Therefore, create a good workplace atmosphere for your employees so that they can project it to your customers. It also helps you have a high employee retention rate, meaning no need for constant training and adjustments to the team dynamics.
Providing personalized customer service is achievable through various tools in data gathering and customer relationship management. Enhancing the customer service experience also requires bettering not only external approaches but also internal processes as well.