As customers become more accustomed to hyper-personalization from big brands such as Amazon and Netflix, their expectations of your brand are naturally increasing. Now that they know what can be done, businesses must double their efforts to meet expectations and offer personalized customer service. While many think of personalized customer service as being a marketing function only, the contact center has an important role here to play as well. In many cases, the contact center is the only touch point between the company and the customer and opportunities to provide a personalized customer service experience abound.

Take a moment to consider the advantages of personalization customer service from the perspective of the customer. Personalization can save the customer time because they don’t have to spend so much time researching the product or service that’s right for them. Personalized customer service can also match needs they may not even be aware that they have in that particular moment. Finally, personalized customer service can deepen the relationship they have with your brand.

But personalized customer service isn’t just good for customers, it’s good for brands too. When companies seek to better understand their customers in order to provide a personalized customer experience, they can also identify additional cross-selling or up-selling opportunities that can lead to increased revenue. And, perhaps the biggest advantage for brands is that personalized customer service can help reduce operating costs in the contact center. By understanding customers better, agents can resolve issues quicker, positively impacting metrics such as average handle time.

Personalized Customer Service Is More than Just Knowing Your Customer’s Name

Getting to a deeper level of personalized customer service can only happen when the customer is willing to share information. Fortunately, most buyers are willing to share personal information if they feel it will help the company offer them products that are of higher interest.

Personalized customer service involves time and energy to collect information, profile customers, and analyze purchase and service trends. But with today’s technology, it’s definitely possible and a worthwhile investment that will pay dividends for years to come.

Here are some strategies you can use for personalized customer service:

Collect Data

Contact centers must collect relevant data about customers to have a complete profile of their needs and preferences. This may include demographic information such as age, gender, geography, and occupation, behavioral data such as purchase history, communication preferences, and any feedback and reviews the customer may have previously provided. Storing data in a customer relationship management (CRM) platform regarding customer preferences, purchase history, previous queries, etc. and making it easy for agents to access the information is the first step. Add on software can initiate pop ups that can guide agents through suggestions and prompts in real time.

Enhance Omnichannel Experiences

Many customers interact with brands across multiple channels including social media and apps, and consistency is crucial for personalization. Use a central database to ensure all channels reflect the same customer information. To create a seamless experience, ensure customers can switch between channels without losing context.

Build Trust Through Transparency

Trust is essential for successful personalization. Customers must feel confident that their data is being used responsibly. Provide clear policies and be transparent about how customer data is collected and used. In addition, be sure to highlight the benefits customers receive in exchange for sharing their data. When customers trust your brand, they’re more likely to share information that enables deeper personalization.

Personalized customer service is the key to success in customer-focused contact centers. By offering a service tailored to customer needs and preferences, companies can improve customer satisfaction and loyalty, boost sales, and reduce operating costs. Technology is essential in this process, but we must remember that people use technology to offer an experience based on personalization and quality. With proper agent training and development, contact centers can achieve success in a world that has long revolved around customers.

Personalized customer service involves a balance of relevance, transparency, and consistency. When done right, it enhances customer relationships, drives growth, and sets your brand apart in the marketplace. Start personalizing today to build stronger connections and deliver exceptional customer experiences. For more information about personalized customer service strategies, contact Advensus today.