What is personalization?

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.

personalizing customer responses

Personalization in customer support

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.

Personalizing messages based on the user

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 Freshdesk Messaging, 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:

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

What next?

What are the ideal emails to be used for the support team

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.

Ideal emails for customer support