Personalized customer interaction

Personalized customer interaction and its importance

Today, personalization is a key differentiating factor in customer service. The more layers of personalization you add in a resolution the better your customer service experience is going to be. We are at a stage where customers have now become comfortable with companies collecting their data as it’s being used to improve their experience when they interact with your brand. 

We asked our AVP – Sales Sherman D’souza how a truly personalized customer support should look like and we got some great insights. In this piece, we’ll look at the importance of personalization. 

Stats that show why personalization is important

  • 80% of consumers are more likely to buy from a company that provides a tailored experience. 
  • 72% of customers will only engage with personalized messaging. 
  • 63% of consumers won’t buy from brands that have poor personalization.
  • 84% of customers say they’re more likely to buy from brands that treat them like a person, not a number.
  • Personalization reduces customer acquisition costs by as much as 50%.


Ways to create a personalized customer experience

Implementing a customized customer service into your customer relationship management approach is crucial. It’s not only helpful in increasing customer retention but also to the bottom line of your organization.

1. Know your customers

To begin with, organizations should focus on getting to know their consumers well in order to create solid relationships with them. Customer service representatives must engage with consumers to learn about their wants and requirements.

Knowing what consumers want by having a good dialogue with them may assist organizations in determining the target region. A fruitful discussion will result in achieving the customer’s expectations as well as exploring the many areas that require improvement.


2. Be available to customers

Once businesses have a good understanding of their customers, they should focus on making their brand/company available to them via IVR and missed call alerts. 

Additionally, the agents must respond effectively to customer calls. Companies must also keep in continual contact with their customers via digital channels such as social media and email. Customers are more likely to desire to use the organization’s services if they receive prompt replies and assistance.


3. Let your customers decide

Customers must be given a set of plausible choices from which to pick. A customer who visits a company’s website may require additional assistance. As a result, in such instances, firms should provide a variety of customer care choices that a consumer may access while exploring their diverse channels.

For example, if a consumer is attempting to explore a website’s help area, he or she may be provided options such as chat assistance or a call with a live agent. It personalizes the user experience because customers may now select an option based on their preferences.


4. Ask and implement feedback

Businesses should continuously search for opportunities to improve their customer service. Each customer may have a unique experience with the brand and its products. As a result, it is critical for your company to understand what its consumers think about its products and services.

Because not every customer has a pleasant experience, customizing customer interactions allows businesses to consider the opposing side as well.

Customer input should be solicited and studied in order to improve future services and provide the greatest possible customer experience.


Data is the key to personalized customer service

A company can never fail to deliver a personalized customer experience when they have an ample amount of information about the customer. Using the right data positively and combining it with Artificial intelligence and Machine Learning is something that a company needs. 

Let us evaluate two scenarios and see how utilizing data is important and can help in delivering a personalized customer experience.


Personalized customer service can benefit your business too!


When a customer contacts an organization or a business with an issue, all they want is a comprehensive answer. They expect their customer service experience to be smooth, without having to go through many phases of resolving their concerns, significant wait times, and unsatisfying replies.

Providing customers with customized services that are tailored to their specific needs can aid in the development of lasting connections. These ties can provide organizations an advantage over competitors that do not value customer service.

The following are some advantages that organizations may gain by providing individualized customer care to their customers:

1. Speedy customer service experience

Businesses may maintain track of their consumers’ information via personalization. It implies that because customer care workers have important information like customer preferences and interests, they may tailor their talks accordingly. Companies may use advanced analytics techniques to filter out consumer options and tailor them to each individual customer.

This personalization aids in the resolution of difficulties faster because agents are already aware of the customer’s approach and thus require less time to solve their concerns.


2. Gives an edge over your competitors

Offering tailored services to consumers distinguishes a company from its competitors. Because the market is so large, there is fierce rivalry among enterprises offering similar products and services.

Every firm needs a parameter that distinguishes it from the competition and makes it a superior service provider. As a result, providing tailored solutions to consumers might create a competitive edge. Customer-centric techniques such as personal chat support, live agent calls, and email assistance may provide firms with a competitive advantage.


3. Give what your customers expect from you

In today’s world, providing tailored services to customers is not a luxury but a need. Customers’ expectations and wants are continually increasing. In such a situation, it has become vital for businesses to meet all customer requests.

Customers, for example, demand a flawless experience while purchasing online or navigating a website. As a result, most organizations prioritize providing services that correspond to what the customer desires.

4. Drives customer loyalty

A satisfied and happy consumer is always more loyal to the firm. Because they previously enjoyed your services, they are more likely to repurchase from you. They may also advertise or advocate your items to their friends or relatives.

As a result, personalization not only improves customer relations but also helps your organization reach out to more individuals.

As a result, every firm must deliver individualized services to its customers in order to create trust and attract additional customers. It is feasible to do this by providing the greatest solutions to your customers and taking care of them and their demands.


Add a layer of personalization at every level with Kapture

Providing tailored customer experiences can assist you in developing a deep emotional connection with your customers. It makes the trip more enjoyable and profitable for both you and your customers. It encourages your committed consumers to share good opinions about your business with their friends, family, and coworkers, earning you future customers with whom you may create long-term connections.

But how can you get the essential data to create individualized customer interactions without wasting time? Agents can utilize service automation platforms like Kapture, which streamlines, arrange, and present critical customer information for fast and personalized resolution. 

The bottom line is that to keep things going smoothly, you must have protocols and customer service solutions in place that will allow your team to provide individualized assistance without becoming bogged down by the number of customer requests.

If you have missed out on our webinar, you can watch it here:


About the Author

Nimit Kumar
Ankit Kochar
Ankit Kochar is a content writer at Kapture CRM who loves to write creative as well as informative content. He has worked as a creative and academic content writer in the past and has a keen knowledge of writing reports, essays and dissertations. His current field is helping him research and hone his SaaS knowledge.



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