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Tailoring the right service to the right customer at the right time
Personalization refers to tailoring your service or product according to your customer’s need, and making customer interactions relevant. There are two key parts to being able to offer personalization - knowledge about the customer, customer context.
You might have received emails from an ecommerce brand trying to help you complete the purchase, in situations where you had a product on the cart and then logged off without making the purchase.The ecommerce company was able to personalize your experience because they all the context that they need about you.
Personalization has a lot more value in the context of customer support. For instance, imagine one of your existing customers is reaching out to your support team using the live chat on your website. As the conversation beings, the customer support agent can see the problems that the customer faced in the past, the resolution given to them, the support agents involved, the pages visited by the customer before initiating the current conversation and all the necessary context about the customer. This helps them have sensitive and meaningful conversations with the customer.
One of the fundamentals of improving customer conversations is to avoid the usage of jargons. In fact, it’s one of the easiest things to do. And it helps in personalizing your customer conversations.
Personalizing the messages to your customer can really go along way in improving their customer experience. Let’s say you are using a live chat tool such as a Freshchat, you can set up personalized messages to different sets of customers. For instance, you can set a specific kind of messages for users in your highest plan, specific messages to free users from a particular region and so on. Similarly, you can also set up automatic triggered messages based on the pages of the website a customer has visited, or an action they have taken. Here are some examples of when and how you can personalize your messages:
If a customer hasn’t used some of the key features of your product for almost a month, you can reach out and check if you can help them in any way.
You can also reach to all your customers who are about to exhaust your product credits, and remind them of the number of credits they currently have.
If a prospect is on the check out page of your ecommerce site and seems indecisive, send them a discount coupon to help them complete the purchase.
Want a feedback on a new feature recently launched, trigger a message asking for feedback as soon as they have finished using the feature on your product.
Sending the right messages at the right times helps in not only improving the experience but also contributes to customer retention and increased revenue. However, it is equally important to try not to interrupt the customer’s flow as much possible. It is advisable to categorize your messages based on what needs immediate response and the ones that can wait.
Next topic - Should forms be part of your customer support reach out
Are you a customer support ninja?
While customer support as a domain is continuously evolving, the role of emails is still relevant. While some consider emails to be impersonal to deliver the expected levels of customer service, emails support several aspects of the customer support cycle.
Interested in further exploring the Customer Support Learning Centre?
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