Today, over-digitalization is affecting every business. What was once perceived to be a game-changer has now become a cliché. Now, customers are no longer interested in getting in touch with firms and business organizations through a digital medium. All that they are now looking for is personalized communication and services.
According to a research report by New Epsilon, 80% of consumers will connect to brands that offer personalized services and custom-made solutions.
Personalized communication has now evolved into the key decisive factor without which a business firm can’t achieve its desired ROI and goal. The element of “personal touch’ is essential to both B2B and B2C firms.
Several companies and business firms are not realizing the potential damage that mechanization does. Customers shift from one brand to another not just because of product or service quality but the missing element of personalization.
Scheduling frequent appointments with your key prospects is beneficial to growing your business. Unfortunately, many firms take it lightly and make the entire process too digital.
When a company informs a prospect or its associate about the forthcoming appointment through an automated SMS or WhatsApp message, it can spoil all the fun and excitement. The segment has released an important research report that indicated how more than 70% of consumers feel devastated because of a brand’s impersonal approach.
Personalized Appointment Scheduling Process
GReminders can help you in this regard. It comes with built-in reminders and an online scheduling system to allow your customers to schedule an appointment with you. It will remind them about important appointments on time and without fail via SMS, email, or voice.
The system is intuitive and has a user-friendly dashboard that will help you perform a variety of tasks with a human touch. GReminders also helps you send personalized messages to your customers on important days such as birthdays, anniversaries, etc.
Always Use Your Real Name
Gone are the days when using company email and phone numbers would mean more credibility. Now, these very things are too common and can escape the customer’s attention. Instead, a personalized chat with them can be helpful in this regard.
Ask your staff to use their real emails, mobile numbers, or WhatsApp for meaningful dialogues with customers.
Random Chat with Customers
Never forget that customers are humans. Don’t treat them as your ‘source of money’. Every time you talk to customers, walk the extra mile and make him or her feel comfortable. Ask them about how they are doing and listen to each word carefully. Maintain direct eye-to-eye contact and reply to them with a pleasant smile.
Improvise Your Communication
One of the biggest mistakes that many organizations make is providing pre-written scripts to the sales and support team for customer support services. But it won’t help the organization in the long run. You have to tweak things a bit.
Reading out company policy and Terms to customers is alright; but after that, let executives handle the situation. Improvisation is the need of the hour.
A firm shouldn’t dictate how, what, and when to communicate with customers over the phone or in person. Let each staff develop their customer-serving skills in their style.
Quick and Hassle-Free Transitions
Depending upon the complicated nature of the problem, an executive may not be able to resolve a customer’s query and problems all at once. In that case, he has to organize a direct one-on-chat between customers and supervisors.
Here, the waiting time is crucial. Whether a customer wants to talk to your supervisor in person or via telephone, you have to stay calm.
During the waiting time, a word or two with the customers about how they feel about their products and informing them about your latest offers can do the trick.
Make Use of Available Data
Taking a close look at the customer’s previous purchase data can also come in handy. It will help you understand the type of goods or services that your customers bought in the past.
Always call them at an appropriate time, not on weekends and holidays. However, sending “Hi” “Happy Birthday” and “How are you” on appropriate days can help you maintain a friendly relation with your customers and clients.
Social Media Communication
Social media is useless if it doesn’t strike a chord with your followers and fans. You can’t take your social media strategy lightly. It is not all about posting updates and statuses. It’s much more than that.
Your social media profiles create your brand identity. So, you should implement a personal approach while interacting with customers on social media. Over the last few years, several brands have been adding a human touch by mentioning their executive’s name or digital signature on their social media updates.
It helps customers know with whom they are interacting and feel secure that someone is there to help them. You can even provide your contact details to some of these customers if needed. That’s how a brand can create a pool of its loyal customer base.
Personalization is no longer a buzzword. As we are going more and more digital, personal effort matters a lot. Now, instead of an SMS, customers always prefer to receive a personalized telephone call or social media notifications from brands.
In this digital era, we feel happy when someone is interested in talking to us. That is why whenever you interact with your customers or prospects, never forget the ‘personalized approach.’
Once you realize the relevance of adding a personal element to your customer support services, then nobody can stop your business from reaching new heights.