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71% of consumers expect companies to deliver personalized interactions, according to the latest McKinsey & Co. research. 76% get frustrated when this doesn’t happen.
In today’s hyper-connected, personalized customer service isn’t just a isn’t just a nice-to-have; it’s a must. While we’re all familiar with the basics, like using a customer’s name in an email, today’s innovators are going far beyond these conventions to deliver personalization.
In this blog we will explore some advanced and effective personalized service examples that defy the ordinary and are setting new standards in customer service and engagement.
Live chat is more than just a convenient and fast communication channel for customers; it’s a goldmine for personalization. Modern live chat solutions provide agent dashboards teeming with customer data — everything from previous chats and purchase history to geographic location and live website information. Armed with this data, customer service agents can provide deeply personalized support that is helpful, accurate, and shows next-level care for the customer.
Even better, when live chat is integrated with other key data platforms, such as CRMs, the agent gains an even richer understanding of the customer, enabling supercharged personalization. If you are looking for one personalized customer service example to supercharge your team, live chat is the best first step.
When listing the best personalized service examples, omnichannel engagement can’t be missed. Omnichannel customer engagement platforms connect every digital channel into one platform and unified inbox. By doing so, it pools together all customer data from across every touchpoint. This gives agents a wealth of information about the customer and their customer journey, no matter what channel they reach out on.
While AI chatbots are becoming commonplace, few are leveraging the potential of chatbots with EQ. These advanced chatbots can detect user emotions from the tone, choice of words, or even typing speed. If a customer messages, “This is the third time I’m reaching out!”, the chatbot might detect the frustration and either escalate the issue promptly or respond with a more empathetic tone.
Sentiment Analysis is a great example of emotionally intelligent bot interaction. This tool can identify whether a customer response is positive, negative, or neutral. It also can detect emotion – whether the user is happy, sad, or angry – and the intention of the user (whether they are interested or not). With this information at hand, the bot can deliver more helpful and emotionally sensitive communication that enhances CX and makes the interactions feel more human-like.
“Providing personal and genuine support to our students is really important to us. We want all of our students to feel that we care about them as individuals and Comm100 Live Chat lets us do just that. The people we speak to on live chat also really enjoy the more casual and colloquial nature of the support, which helps us to build relationships while still being informative and helpful.”
– Alison Caruso, Manager of Student Recruitment at Cambrian College
Read more: Cambrian College improves recruitment with Comm100 Live Chat & Chatbot
In our globalized world, language should not be a barrier to excellent and personalized customer service. Auto-chat translation, embedded within live chat, ensures that visitors can speak with agents in their preferred language. When a visitor sends a message in a different language, it is automatically translated into the agent’s language. The agent’s message is then translated back into the visitor’s preferred language.
This provides brands with a great opportunity to show that they value each customer and are open to the world. One of the simplest personalized customer service examples, but one of the most effective too.
Every one of your customers is different, with unique profiles, behavior, and needs. To offer them the personalized experience that they expect, and to do so efficiently with a bot, you need to adopt a tool that is widely known as Conditional Logic.
Conditional Logic allows you to create separate conversational paths for visitors depending on who they are, their relationship with your organization, and why they are reaching out to you in the first place. Visitor data that can be used to provide this customized experience includes:
Personalized service examples don’t have to be rocket science. Pre-chat survey is a simple but effective live chat feature that helps customers feel like their needs are understood. By simply filling out a few simple questions at the beginning of a chat, every customer can be routed to the agent, team, or department best suited to help them. This stops them being passed between agents like an unwanted hot potato and ensures they receive faster and more helpful support.
Personalized customer service is no longer an option; it’s a necessity in today’s competitive landscape. From intelligent live chat solutions to emotionally intelligent AI chatbots, the future of customer service is rich with opportunities for personalization.
To dig deeper into personalization and explore more personalized service examples, read our complete guide:
Explore the whys and hows of personalized customer service that will help you generate more business and foster long-term relationships.
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