Personalized customer service: 6 techniques + examples
Understand what personalized customer service is and how important it is, in addition to relationship personalization techniques and examples.
A good experience is everything, but have you considered combining this factor with personalized customer service techniques? This can be “The” differential between your company and the competition.
Em PwC consultancy survey, 35% of customers stated that trust is one of the three main reasons for choosing a brand. And personalized service establishes that trust from the first point of contact.
The empathetic attitude of the attendants and the quality of the service show that the company is committed to offering what the customer seeks.
This perception that your interest is at the center, guiding the communication and the solutions presented, is very valuable in providing a remarkable experience - and one that will not be forgotten!
Do you want to learn how to provide personalized customer service with simple but efficient techniques? Read on and check out all the tips.
What is personalized service?
Personalized service means getting to know customers and using that information to create a unique and unique experience with each interaction. After all, no two customers are the same.
Following a personalized approach, the company deals with clients as individuals, identifying their characteristics, behaviors, and preferences that are peculiar to them.
In the search 'The Modern Age of CX Messaging'made by Kustomer, 77% of consumers stated that they like it when companies communicate in a proactive and personalized way and 87% value experiences that generate instant gratification.
Why personalize customer service?
Personalizing service allows companies to build deeper and more meaningful relationships with customers.
As the team strives to learn more about the clients' profile, the chances of understanding what motivates them and keeps them engaged with the company also increase.
These findings provide insights into:
- attendants' postures that improve the level of service;
- Tone of voice more effective;
- how to add value with conversations;
- and, consequently, how to generate more satisfaction.
Also read: 5 actions to increase customer satisfaction.
How to provide personalized customer service? 6 tips
To provide personalized service, the company needs attention and commitment to find opportunities to get closer to each customer.
Check out six personalized service techniques that will help you get started.
1. Refer to the customer by name
Simple but efficient. Refer to the customer by name is the basis of the personalized customer service strategy. Think that to start any type of relationship, we first ask for the name.
When the customer reads your name throughout the conversation, they realize that they are receiving attention and that the attendant has not forgotten who they are talking to.
This change in communication can be applied to live chat, email, and DM conversations from social networks.
2. Provide humanized care
O humanized service it is a customer relationship approach based on three pillars: empathy, welcome, and personalization.
A customer who receives attention feels validated in their needs and understood by the company, even if they are making a complaint or solving a problem.
In this way, the customer receives the support they need to take advantage of the solution they purchased from the company. Then train your team to deliver that experience.
3. Bet on AI solutions
A Technology and service they go together, especially when it comes to customizing customer relationships.
A artificial intelligence (AI) it is a modern resource that contributes to the implementation of automations in the service workflow.
An example applied by Cloud Humans It is the inclusion of an AI system to support the attendants when responding to customers, giving suggestions for better answers and making corrections.
Thus, communication is personalized to meet customer demand and follows the tone of voice defined by the company.
4. Offer unique solutions for strategic customers
Your best customers deserve one differentiated experience, do you agree? One technique that can make them very satisfied is to offer exclusive hours with immediate service.
These and other relevant benefits keep them engaged and faithful, after all, they are a priority for the company. Explore what you know about this customer group to offer each one a relevant advantage that will be valued.
5. Ensure fluidity between channels
To provide personalized customer service, it is important that Conversations flow smoothly between channels.
As it is common to have more than one support channel option, the customer tends to use different means, depending on the type of demand.
An omnichannel strategy, that is, with all channels integrated, allows the attendants to have access to previous conversations that the customer started.
Remember that if a customer can use different channels to activate the company, they should never have to repeat details that they have already explained.
6. Get insights from customer feedback
Another technique that contributes to the personalization of service is use customer feedback to gain insights from expected improvements.
This information is valuable because it is customer expectations that indicate what truly brings excellence in service.
Feedback surveys feed the cycle of continuous service improvement, helping to keep the company's strategy up to date.
Examples of personalized service
Personalization is useful when it benefits the customer. Then, think about the techniques you can use to innovate with your product or service.
With that in mind, check out two attention-grabbing examples of personalized service.
Tesla
The artificial intelligence of the Tesla car system stores the profile of each driver who uses the car, such as: seat position, steering wheel, mirror location, radio presets and even driving style.
When the driver enters the case and identifies himself, the personalization of the commands is automatic.
Starbucks
Starbucks designed an app to personalize the user experience when placing an order. The system remembers the customer's favorite beverages and rewards them with perks and gifts based on their preferences and previous activities.
The app's AI algorithm sends more than 400,000 personalized messages to customers to promote exclusive offers for each person.
Improve the relationship with the customer of your business
Did you like to know more about personalized service and do you want to improve the experience and increase the loyalty of your company's customers?
Schedule a free demo With the Cloud Humans and learn more about our work and how we can help you set up humanized, personalized support within your budget.
Our experts are available to present the solution and show how much it can help you achieve your business objectives.