How do you plan to refine your live support or customer service? There are multiple ways to do so but recently, companies have been using the art of personalization in their online customer service paradigm to make it more interactive, and customer-focused.
In fact, 73% of the customers repeatedly expect companies to offer personalized live chat or or online phone support to settle their scores as researched by Mikensy & Co.
On the flipside, 73% of the customers genuinely abhor companies offering generic, non-personalized customer service to their customers, not acknowledging their distinctive and specific concerns.
Understanding The Personalized Customer Service In 2024:
Using personalization in customer service has been a worth awhile business practice. One report suggests that it powers to adds 40% more revenue to your business in the form of new prospects, repeat customers, and boost in brand credibility.
The word "personalization" when infused into actions - simply means to offer tailored customer-interactions to value, and pinpoint the customer needs and preferences. Today, companies have gone ahead of the curve in providing top-notch customer service by using personalization, curating robust customer service solutions from customer data.
It's true that personalization enables companies to categorize the issues of every customer in an individual category, making them feel valued, and important. In fact, 83% of the senior marketers reckon integrating personalization into their customer service mix to hold down on the key differentiator n from their competitor companies.
Learn 3 Ways To Integrate Personalized Customer Service In Your CX!
Let's learn 3 practical ways to integrate personalized customer service in your customer experience, making your brand more customer-focused and tailored made for your online audience.
1) Embed Smart Live Chat Solutions:
By embedding smart live chat solutions, you can make a big leap in incorporating the power of personalization. By doing so, agents can have full liberty of checking up on the customer's existing location, their previous chat, and order history to create a personalized dialogue with them over the live chat.
This helps the customers to instantly realize that their preferences are being marked during customer service. Further, for agents, the data becomes easily accessible - thanks to the smart live chat solutions that offer clean-cut dashboards for data analytics.
2) Automated Translation For A Dynamic Dialogue:
With live chat, personalization can come into place in multiple forms and one of them is using the highly dynamic and customized "auto-translation" feature.
It enables the customers to interact with agents in their preferred language, leaving a hallmark of brand credibility.
This feature can also help brands in a global business expansion, catering to customers present in multiple countries.
3) Use Omnichannel Support For Customer Service:
Omnichannel is another name for personalization in customer service as it enable companies to acquire a holistic approach when it comes to interacting with customers.
It connects every communication channel under one hub to form a synchronized system to respond to customers.
With omnichannel support, you can not just check back on the purchase history, customer location, you can also get into their interactions with your team held on different platforms. The omnichannel support is a widely used customer service strategy for companies that need to provide swift, and personalized resolutions to their prospects.
MAIN TAKEAWAY:
Businesses that prioritize personalization in customer support gain a competitive advantage in the market. By offering a superior level of personalized service, businesses can differentiate themselves from competitors and attract and retain more customers.
Overall, personalization in customer support is essential for businesses looking to provide exceptional service, build strong customer relationships, and gain a competitive edge in the market.
By understanding and meeting the unique needs and preferences of each customer, businesses can create a positive and memorable customer experience that leads to increased satisfaction, loyalty, and engagement.