Personalized Service: How does the contact between your company and the customer happen? Is this interaction memorable and leaves a mark on the business? If you have questions to answer, you need to get away from a generic, low-impact proposal.
To do so, implement personalized service to the structure of the enterprise. In this sense, having the proper structure and making some changes in processes are fundamental attitudes. The good news is that this investment is worth it and allows contact with the public to happen much better and more fruitfully. Next, we present how this service works and how to customize it. Check out!
What Is Personalized Service?
When we think about customer service customization, this goes beyond calling the customer by name — although it is also a relevant tactic. In reality, personalized communication consists of actions that involve getting to know the public, its preferences, and habits.
Other relevant points are the consumer’s power of choice when defining the best channel to be served and a humanized relationship. The idea is to offer something a unique experience so that people feel valued by your company both in a sales approach moment and when supporting or maintaining the relationship.
Why Invest In It?
More than a trend, the personalization of service is justified by the positive impacts it offers. The relationship with the public is especially favored, reflected in other beneficial implications for the business. Next, see what the advantages of the investment are.
Increases Customer Satisfaction
Overall, personalization strategies increase people’s satisfaction by up to 40%. This is an excellent alternative to create a positive impression of the brand.
Improves The Level Of Loyalty
As the customer experience is favored and there is an increase in satisfaction, loyalty is reinforced. For 70% of consumers, the brand’s understanding of the public’s needs is crucial. So it’s a chance to keep people around.
The results, in terms of revenue and sales, are also favored. On average, 80% of customers are more willing to buy if they have a personalized experience. As added value increases, the convincing power becomes more significant, and conversion increases.
It is no longer possible to say that the personalized service, by itself, is a differential. After all, 63% of customers already expect customization as a standard for companies to operate. At the same time, it is worth considering that many businesses still do not adopt this proposal. So, it is a way to increase its competitiveness and strengthen the company’s performance.
How To Offer Good Service?
Beyond putting this strategy into practice, it is necessary to ensure it is fully aligned with the enterprise. After all, the idea aims to create a positive impression about the business and leave a mark that enhances results. For this, there are some paths to be followed in personalized service. Next, we separate four tips that deserve your attention.
Know Your Customers
Knowing your audience is essential to offering a customized approach. Therefore, rely on information such as purchase history, consumer behavior, and preferences. It is worth keeping a record of all previous contacts. All of this will direct the service, enabling a valuable experience that will be well perceived by people interested in the business.
Quickly Return Calls
It is essential to convey the relevant organizational values in this experience, such as empathy, expertise, and knowledge. In addition, agility and dynamism can also be strengthened.
One of the ways to do this is by ensuring a quick response to calls both in the case of support and in the request of interested parties in a proposal. Keeping the waiting person can give the wrong impression that the company is disinterested. There are many tools available that help to achieve this goal.
Keep Data Up To Date
As customer information is the basis for creating personalized service, it must constantly be updated. After all, taking advantage of data that no longer represents the consumer can have the opposite effect of what is desired.
From time to time, clean up the information base and update relevant data, such as each person’s preferred means of contact. Consistent and representative information of the current moment makes all the difference for the team to offer the best approach to the public.
Be Transparent And Stick To Agreements
Generally speaking, personalization depends on collecting data to trace patterns and understand what the customer prefers. As this is an increasingly important issue, it is essential to be transparent with the customer from the beginning.
Report on data collection and indicate what the information will be used for. You need to demonstrate that using this knowledge will only serve to create a better experience. Therefore, it is also essential to comply with the agreement in full.
And respecting the “promises made,” “fulfill everything said or presented in the service. For example, if you make a personalized offer for the customer to make a purchase, it must be fulfilled in full.
What Tools Can Help With This Task?
To create a personalized service, it is crucial to have some resources and solutions. It all starts with team engagement, as all employees must recognize the importance of this proposal. With people involved, there is a greater chance of success.
At the same time, the interest and will of professionals must be associated with training and technology. With specific software, you can collect, record and analyze customer data. Thus, the design of the strategy will be favored.
It is interesting to consider outsourcing technological resources and professionals to ensure standardization and obtain the best result. This way, your company will maintain its dynamism and uniquely reach the public.