For a while now, marketing and promotional advice has centered around building your brand identity, but during the pandemic, there has been a shift in this thinking (like many shifts in how the world does business). Now there is a shift in focus back to a customer-centered experience, a return to acknowledging the power of truly great customer service. Customer service has always been important, but these days, it can make or break your business. If a customer doesn’t feel acknowledged, valued, and cared for, they will simply find another business – and these days there are so many more competing businesses than ever before. Read on for some great tips for providing more personalized customer service and improving your entire customer experience.
More Contact Avenues
Today the ways people shop are more diverse than they’ve ever been. The customer service experience in-person needs to be great as always, but so does the experience on the phone, on digital chats, and when communicating over social media. Different people are going to prefer different avenues of contacting your business, so make sure the customer service experience is uniformly excellent across all of them – from your call center to your chat representatives, to your emails.
Use Metrics and Data For Personalization
Most businesses collect a lot of data but you need to make sure you’re using the data in the right ways. Studies show that addressing your customer by name is one of the fastest ways to make them feel cared for and appreciated. This is especially true when they are in your business in-person, but also important for call centers and online chats. Your call center should be gathering data about the calls it handles based on customer surveys – use this to both improve the experience in general and to gather data on the personal preferences of your returning and repeat clients or customers so you can tailor their experiences for them.
There are two major ways to encourage loyalty to your brand and business: highlight it and reward it. Highlighting loyalty means calling attention to it, usually through customer testimonials or similar pieces on your website or social media. Rewarding ti means offering discounts and savings unique to returning and repeat customers. You could advertise these on social platforms as well, or they could be part of your hold message on your answering services.
Contact TeleRep Today!
If you are ready to install a call center service for your business, TeleRep is here to help. If you still have more questions, our trained professionals are ready to answer them. We know how important customer feedback is to you and your business, so let them know that you care with an answering service. To learn how TeleRep can help you today, visit us online or give us a call at 1-800-638-2000. To keep up with our work and to see what we have been up to, be sure to follow us on Facebook, Twitter, LinkedIn, and Pinterest.