In an era of always-on access, providing fantastic customer service in a call center environment is a must. To stay ahead of the competition, keep buyers, and win over new customers, non-stop customized access is necessary. One huge factor that many call centers, sales teams, and businesses may be missing? Personalized customer service.
Offering personalized customer service is about treating people as people, not as “the customer.” It’s also about empowering them through self-service with a personal touch. This leads to customer loyalty, confident agents, higher sales, and better competitive advantage.
If you’re a business with a devoted call staff, a sales team looking to improve, or a full call center, here are some ways to add more personalization to the mix.
1. Take advantage of automation
Personalized customer service is becoming a reality through advancements in automation. A recent Forbes article discusses how “leveraging AI in the contact center increases the effectiveness of customer service departments by freeing up more time for frontline representatives.” What does this mean? Automation saves agents enough time that they can spend more time with customers that need one-on-one care.
Some uses for automation are to:
- intelligently route customers to the correct department
- collect necessary data before hopping on the phone
- share information in real-time between agents or teams
This is possible with the help of chatbots, CRM integrations, scripts, and other automation tools.
2. Develop complete customer profiles
Many companies already have personas for marketing purposes. Much like these, profiles of your customer groups will help you understand who your customers are. You’ll also be set up to see what their motivations might be in a customer service or sales environment. Looking at customer data that your marketing team can provide is a great way to dive into customer demographics. With this information on hand, it’s simpler to develop accurate profiles right off the bat. Why? Because more personalized information leads to more personalized care.
Comparing this data to the first-hand experience your agents have helps ID critical scenarios and responses. Using this, you can build personas based on various customer expectations. Personalized care starts with understanding your customers, so agents can learn to adapt to every interaction based on who is on the line.
3. Use optimized call scripts
The idea of a script may seem to do the opposite of providing personalized customer service at first glance. In reality, scripts are the key to delivering a personalized, standardized customer experience. Call center scripting software makes it easy to customize and deploy scripts. With CRM integrations (Zendesk, Salesforce, Freshdesk, etc.) and other capabilities, agents and customers get what they need all in one place.
With an integrated call script, agents follow a guided session that links to their preferred CRM. They can also give feedback on where a call script is or isn’t working well, so teams can improve the quality over time. When a call center script is tested, observed, and approved as a high performer, customers are more satisfied, agents are more effective. Plus, brand loyalty and positive conversion rates skyrocket!
4. Offer multichannel and self-service support options
Giving customers a choice is a top rule when it comes to great personalized service. Not everyone is comfortable with the same methods of getting in touch or resolving issues, so it’s important to provide options.
Offering multichannel options for finding solutions, answering questions, troubleshooting, and contacting the right team lets customers know that you’re on their side. Letting customers help themselves is customer service personalization at its best. A sound multichannel ecosystem consists of a few standards:
- email messaging
- live chat
- social media
- self-service support options
Personalized care is what influences customers to stay loyal and refer more customers. With many consumers today preferring self-service support options, in particular, it’s important to stay ahead of the curve. Personalized self-service helps customers find the answers they need – quickly and easily. This reduces stress for the customer, call center, and sales teams who have a lot of interactions to handle.
5. Be a human
Hand-in-hand with personalization is the concept of being an actual human. At no point should your customer feel like they’re talking to a robot, even if they have been directed to your department by one. If you have one script with a team of agents reading from the same one, customers will start to feel drained, unheard, and disconnected.
What’s the key here? Train agents how to respond like a real human, deal with emotions and work through critical customer scenarios. Dealing with this before getting them on the phone is essential to creating a personalized and productive experience.
Providing a frictionless and personalized customer service experience can have many moving pieces. Yet, it isn’t an incredible feat to master and it all starts with getting to know who your customer is. Using customer support tools and automation, you can get long-lasting results!Train agents