Happy customers are your biggest advocates and can become your most successful sales team. –Lisa Masiello
Customer service occupies a significant role in the world of business. It can be said that it is the root upon which all sales records are based. The quality of service provided is directly proportional to the ROI that’s been generated, as word-of-mouth plays an integral role when it comes to selling your product.
The quicker the solution you provide against the raised complaints and product service, the more your customer retention rate gets multiplied over time. Customers are like a jury who takes the final call-to-action with their decisions, based on their satisfaction with the product.
What is Personalized Customer Service?
Personalized Customer Service helps you achieve visibility for your business in this era of developing technological advancement which depends on the type of service and the uniqueness of your product. Personalization in customer service will let you harness and get well-deserved attention from your customer base.
Today customers know ‘What they want and What they don’t’ and therefore, they like to experiment. They understand the differences in the quality of the product in terms of features, desired customization, brand value, pricing as well as pre-post sales services.
Your service becomes distinct and noticeable when your customer becomes knowledgeable. In this case, ‘Personalized Customer Service’ is a made-to-measure tool, custom-built for the customers to provide a certain degree of fulfillment.
When importance is given to customers personally as a service, they feel they are well taken care of as it ensures brand loyalty and fosters meaningful relationships with them.
Why is Personalized Customer Service the need of the hour?
With the fast-paced technological environment, changes are being made every second to provide relevant solutions to the disparity in the problems being encountered by customers. In such a situation, ‘Personalized Customer Service’ contributes to lessening the trouble by being the medium to muster a unique experience depending on the marketplace the business belongs to and is making an effort to reach out to a specific range of customers.
1. Ease of Access
A well-designed customer service platform makes the application suitable for the business, with tailored features which are easy to comprehend and quite engaging when in use. The customers must be able to navigate through the linear outline and put into work most of the available services.
2. 360° Availability
There are numerous digital channels in today’s world, spanning from social media to regular message alerts, either be an AI chat-bot to self-service option-based ticket raising. A continuous loop of communication running day and night by being available at the customer’s disposal makes your organization stay in the public’s interest and also ensures brand recognition.
3. Recognizing the Voice-of-Customer
It’s of greater importance to acknowledge the VOC which addresses the demands, preferences, and a certain level of expectation of the customers from the organization. To achieve that, the focal point is to build cordial relationships providing top-notch hospitality. This helps in understanding the target segment they belong to and their buying pattern or what they are willing to purchase, giving them an idea of what is best suited for them.
4. On-Field Service
A lot of times, businesses forget in between automation and standardization that we are humans and not everything is possible virtually.
So, services that are based on-field are crucial in such scenarios because most of the products require a minimum touch of hands after a certain period. At that point, the service makes it plausible, with bare minimum handling cost depending on the requirement of the customers.
5. Rating and Review
Experience and expectations go hand-in-hand, so when a survey is taken about the service from the customers, giving importance to their feedback makes them feel well-connected with the organization.
In return, you get to observe the performance and the sections requiring improvisation, which is based on proper analysis that has been conducted to make future interactions much better, where you get to rank as an organization above your competitors.
Importance of Personalized Customer Service from a Business POV
The competition in the corporate world is immense, with so much data being collected about customers and analyzed on a regular basis. It makes you understand certain patterns, where some of them are noted below:
- Understanding the pattern of customer behavior and acknowledging their sentiments.
- Using Business Analytics to predict the future outcome of repeated buyers.
- Uniqueness in service helps you achieve a higher customer retention rate.
- Utility achieved by being available around the clock gets you visibility.
- Useful information about customers’ needs and requirements gives you an edge over your competitors.
- User engagement rate and the fast-paced delivery of services drive the loyalty of customers.
Ways You Can Provide More Personalized Customer Service
The importance of Personalized Customer Service depends on the features and customization that you are willing to provide for the enhancement in the customer experience (CX) and to get visibility as a business in the overall picture, most of which is possible through the following ways:
1. Know-How of Domain
Customers are willing to pay for a service that eases their workload and is fast. It only depends on how much you can simplify your operational processing as a business and provide the best customer service, personalized for your domain. It is quite significant to know the inside-out of your business through continuous research and development based on new-age technology and their application which will help you implement and get a better response rate.
2. Hyper-Accessibility through Omnichannel
Customers tend to return for a service through different channels every time. Hence, there should be the availability of the business on those platforms whether it be social media, email, AI chatbot, or connect to call via phone. Personalization in service makes these platforms hyper-accessible.
There is an increase in revenue by 9.5% for the customer engagement rate yearly, which is extremely high for a business using all possible channels. There’s an 89% customer retention rate given to the 0.2% decrease in companies with weak omnichannel or one that uses none (Aberdeen Group).
So, having various channels makes it easier for customers to reach out to you for assistance, which directly helps you increase the retention rate and subsequently impacts the churn rate positively.
3. Impression Mapping
Customers indeed pave the way for the success of any business, mapped by key points. It is not only the Unique Selling Proposition (USP) that helps you sell your product but we must take into account the importance of a highly personalized Unique Selling Service part of a business as well.
Key points that are stepping stones can be anything from customer feedback, review through polls or on-site visits, and social media ads that serve special demographics that fit the target segment, learning better through the analytics. It helps the business to see the engagement rate, while enhancing CX levels, learning the market demands and behavior of customers.
4. Exercising the Power of AI & AR
In this era of Big Data and the availability of so much developed data, it becomes quite hectic to manage everything from processing to reaching out to end-users. AI acts as a bridge and facilitates customers with real-time behavioral exercise acting as humans while continuously learning to provide a better experience.
And, with Augmented Reality (AR) it becomes possible to visualize online stores with physical touch, with personalization in service giving an unparalleled virtual experience. With 66% of the consumers preferring an AR experience over a physical store (as per Google) explains why businesses should adapt and improvise such technology.
What is the difference between Personalized and Customized?
Personalized Customer Service is a much broader term where you get to develop an application for your business that is built according to the blueprint provided by you with upgrades being provided from time to time with API as an interface.
And in Customization, you get to implement changes to certain features, either altering them or adding new ones depending on the field of business and requirements.
What are the two key methods of personalization?
‘Personalization’ in general is segregated in the following ways:
- Segmented Personalization: It depends on the type of business, the field of work, and the segment of customers the business is targeting which results in the manual condition being fulfilled as required.
- Expert Learning (NLP) Personalization: It is to learn individual behaviors collected to generate an estimated analysis that is predictive and visualized dynamically to understand the needs of the customers.
Therefore, we can say that Personalized Customer Service drives customer loyalty, as the application and the service provided are curated according to their needs and requirements, helping to build better relationships.
It is to leverage and implement the advancements in technology to simplify the overall process for better interaction and engagement.
At Kapture, we make customer support better with our multi-channel CRM platform that has all the available tools to delight your customers like never before.