A brand’s identity is mirrored by its service. Perhaps it’s time to ask yourself where your company stands when it comes to customer service and what it says about your brand. In the 80’s, there was a saying, ‘it’s not personal, it’s only business. That saying has been turned around to ‘it’s personal, its business. The question now is how to personalize customer service.
Some steps on how to personalize customer service:
Communication should be personalized
People are more comfortable when they are talking to a human being on the other side of the line and not to a machine (automated voice). Your clients should know whom they are speaking to. You should hire people who are not only tech savvy but also people savvy. Your staff should share the same values as your brand does.
Don’t serve more than your customers need
Keep a check on the spam. Consumers should be able to say when they don’t want to receive offers or shopping recommendations. They will appreciate you for it.
Provide communication channels that are convenient
The communication process should not be interrupted. The consumer interaction must be smooth. Provide your consumers with options on how they would like to be served. A central number that has many extension options can be frustrating and confusing for consumers. If you are adding online chat or click-to-call to your website, note that 88% of these people would have given up their order if they had not received help from an agent.