Additionally, more and more customers are now growing to expect this level of personalized service and even become frustrated when they are confronted with anything impersonal or irrelevant to them. A recent study conducted by Microsoft found that 72% of respondents expect agents to already know who they are, what they’ve purchased and have insight into their previous engagements.
5. Empower agents to give recommendations
A great way to empower your agents and offer your customers with a more personalized support experience is by giving agents the freedom to navigate the conversation without having to stick to a script. This allows for a more natural, human interaction to occur and enables agents to offer customers with relevant product recommendations based on their previous purchases and preferences. It even gives agents the opportunity to upsell and contribute directly to sales, which makes them feel more connected to their company and fulfilled as an employee.
Encourage agents to engage with customers when appropriate to spark a more personal tone. Asking questions regarding how a customer enjoyed their previous order not only gives agents valuable insight into what other products they may enjoy, but it also shows the customer that your business is acknowledging them as a loyal, return shopper. All these small interactions reveal a tremendous amount about how a business thinks of their customers, which can become a competitive advantage for some and a detriment to others.
Reap the rewards of personalized service
Customers today have made it quite clear that they deeply value a personalized customer experience, including customer support. Not only are they willing to pay more for such an experience, but they are also more likely to tell others of their experience and remain loyal customers as a result. By tailoring customer service interactions based on a customer’s needs, preferences and previous interactions with your business, you can establish stronger bonds with your customers that will bring your business more value over time. Put these tips into action so your business can reap the benefits of delivering a personalized and memorable customer service experience.