Regardless of the products or services your company offers, it is always important to personalise customer service through an experienced contact centre. In this article, we’ll look at the benefits of personalisation by asking two key questions:
- Why is personalised customer service important?
- How can personalised customer service be improved?
Why is personalised customer service important?
Personalised customer service is a proven marketing technique. It’s a way of understanding your customers’ unique requirements. This customer service involves developing an in-depth understanding of your target audience. A personalised customer service approach is beneficial for both online and offline transactions. It’s a great way to attract customers, as it helps you tailor your communication to their interests.
The data collected allows your contact centre agents to communicate with customers using their names. This way, they feel privileged and valued.
Personalising customer service is a simple way for your contact centre agents to use, but one that adds a great deal of value. Today’s customers expect a personal touch from their customer service representatives.
Personalisation plays an essential role in customer satisfaction and offers a number of benefits in terms of a better customer experience.
Firstly, personalised customer service helps to increase conversion rates. As conversion rates increase, more traffic is converted into meaningful actions.
Secondly, personalisation allows customers to feel taken care of, which encourages them to develop a sense of trust in your brand. Following the same logic, a customer who feels confident is a customer who will seek out your services again and again and buy more. In fact, studies show that personalisation can increase revenue by up to 15%.
Emphasising personalisation therefore means more sales and an increase in your company’s turnover.
What’s more, personalising your customer service increases your customers’ interest in your brand and gives you a higher rate of loyalty in the long term.
When customers get what they want, their loyalty to the brand increases. As a result, they will call on your company’s services again and again and become ambassadors for your brand.
Finally, to offer a personalised customer service, it is necessary to obtain customer data and analyses. Gathering this data will help your contact centre agents to tailor their approach to customers’ needs.
How can you improve personalised customer service?
There are a number of best practices that contact centres can apply to boost personalised services.
To personalise customer service, it is necessary to know customers’ names. Greeting customers by their first or last name is important, especially in direct communication.
The aim is to create a customer-centric vision.
This tip helps to establish an emotional bond with the customer, create better interaction and establish more human communication.
Next, your contact centre needs to implement multi-channel support. Providing customers with different points of contact can make things easier for them. Some customers prefer calls, while others prefer social media or live chat options. A good customer service is one that allows the customer to choose their preferred method.
To enhance personalisation efforts, loyalty programmes are a basic but effective technique. It’s a way of thanking customers for their loyalty.
Different loyalty programmes can be run depending on the interest of your target audience. Personalised campaigns can boost customer satisfaction. A simple thank-you note can also be effective.
Customers also want companies to listen to them. So don’t hesitate to ask for customer feedback through, for example, satisfaction surveys run by your contact centre. Feedback and opinions are also useful for improving your contact centre’s services.
Bonus: Humanise communication with customers
Finally, it is strongly recommended that you adopt a human approach to communicating with customers. If your contact centre agent recites answers, the discussion won’t be interactive and the customer won’t feel valued. Open communication is an excellent way of appealing to customers.
The agent should show empathy by calling customers by name and trying to be a constant listener. Active listening and politeness can help you get positive feedback.
Personalising customer service is a technique for tailoring communication to each customer. All emerging companies are trying this technique to optimise customer relations. Personalised customer service is becoming the norm. Brands that do it well are reaping the rewards.
Now that you know how you can use personalised customer service to your advantage, all you have to do is contact us for an offer that matches your company’s needs and will enable you to boost your sales and turnover ?