One important strategy that will lead to guaranteed customer satisfaction is personalized customer service. Your goal should be to create the feeling of a personal connection with every customer. The effort undertaken to personalize the customer service will be worth it in the end as it will lead to higher level of customer satisfaction, reduce customer attrition rate, and improve the profitability of the company.
Let’s take a look at some of the ways to create customized customer service.
Smile & Maintain Eye Contact
While this may sound obvious, a lot of customer support staff don’t smile or make eye contact. The customer service support staff should be told to always smile and maintain eye contact when talking to a customer. A friendly greeting, a pleasant smile and maintaining eye contact will make the interaction personal and that will have a positive impression on the customers.
Get to Know Customers
Addressing the customer by name is a great way to initiate a conversation. Consider asking the name of the customer at the start of the conversation or online support chat, and then addressing the customer by the name. Mentioning the name of the customer is far better than saying, ‘Dear Customer’. The practice will help in initiating a dialogue and building a better relationship with the client.
Collect Customer Data
Analyzing customer data gathered through multiple online channels, like online support chat, can help in improving the quality of service. The information can be gathered by asking the customer to submit an online survey form. Also, social media polls can help you gather data regarding the customers. Consider using a CRM software that can help you gather and maintain customer records.
Avoid Being Robotic
Customers don’t like to talk to a representation that just recites scripted answers. This makes them feel like talking to a robot. Instead, customer service representatives should be taught to engage in a conversation with the customer. They should ‘humanize’ the experience as much as possible. Personalizing the customer experience will result in a more positive customer experience.
Invest in Helpdesk Chat Software
Lastly, it’s important to use a live chat software for customer service. Web chat integration will help in making the online support chat personal. Customer representatives can answer queries regarding the product or services. Live chat can help break the ice allowing customers to be receptive to the marketing message of the company. This will result in a positive customer experience that will increase the chances of a customer purchase.
Customers are a company’s most prized possession. Any effort undertaken to build a strong connection with the customer will not go unrewarded. It’s essential that the customer support staff be provided proper training so that they offer personalized services and online support chat to the customers. The end result of the effort will be improved relationships, enhanced customer loyalty, and greater profitability for the company.