Tips To Ensure Personalized Customer Service Experience

Posted by Alisha Sharma on October 18th, 2016

With the rising popularity of automation, businesses across domains pay attention to making their customer-focused initiatives more automated.  Although you might agree that customer value time, and therefore they like seeking automated customer support solutions; however, it must not be overlooked that sometimes customers seek personalized attention as well.  It is always a prudent step to facilitate your customers with automated customer support services, but offering personalized support services has its own significance in the competitive business world.

Therefore, most business organizations approach or team up with trusted outsourced call center companies.  Businesses expect that expert call center companies can help them ensure personalized customer service experience to every customer; however, most service providers fail miserably in ensuring personalized customer service experience.  Given below are tips to ensure personalized customer service experience across multiple communication channels.

Use names while communicating:  During a customer service exchange, it is very important for agents to introduce themselves by name.  Importantly, agents should also ask for customer’s name in order to add friendly touch to their professional discussion.  When agents would discuss various issues with customers by using their names, it would obviously invite a meaningful discussion.  More importantly, this will add value-centric element to your customer service, and customers would obviously appreciate this.  Thus, by taking name of your customers throughout the telephonic conversations, you can personalize the communication efficiently.

Pay attention to customer preferences and choice:  Customers nowadays value their time so much, and they really get annoyed when you talk about all sorts of promotional offers while delivering high quality outsourced call center services.  If your customers have specific inclination towards products of a particular price range, then you should pay attention to that preference in order to render personalized solution.  Therefore, you must not start promoting every other business offering as soon as a customer contacts you.  Instead, you should pay attention to preferences and choices of your customers.   This will help you ensure personalized customer service experience to every caller or prospect.

Extend your gratitude:  You must understand that automated outsourced call center services will not help you ensure personalized attention to customers, and therefore, whenever they contact live agents of your contact center, you should pay special attention to extending your gratitude.  It is so true that your customers have plenty of options to choose from, yet they have chosen your brand.  Therefore, you need to extend your gratitude to your customers.  It is a crucial gesture that can make your customers feel special and they would certainly appreciate this personalized gesture.  Moreover, saying thanks will help you immensely in winning long-term loyalty.

Contact customers through communication channels of their preference:  It increases likelihood of establishing meaningful customer engagement.  When you conduct a customer survey on preferred channel of customers, then it is more likely that customers would respond to that.  Thus, by contacting customers through communication channels of their preferences, you can increase response rate of all customer engagement initiatives.  Importantly, by contacting customers, prospects, and target audiences through the communication channels of their choice and preferences, you can assure them personalized customer service experience.

Reach out for customer feedback:  Taking feedback from customers is a crucial aspect of outsourced call center services.  Presently, very few businesses follow this policy, and simply fail to score points in this regard.  You should understand that contacting a customer specifically to take their feedback can help businesses immensely in not only evaluating or gauging the efficiency of their customer-focused support solutions, but also in knowing precise details of customer expectations.  Therefore, enterprises should try to contact as many customers as possible proactively in order to seek their feedbacks, reviews and responses.

Call center companies should follow these tips to ensure personalized customer service experience.