When asked to think about a company’s brand, people often think of advertising or marketing. However, not many people think about customer service as playing a part in how people view your company.

Research has shown that quality and effective customer service keeps your customers coming back and satisfied with your company.

There’s no doubt that customer service is important, but how do you do it right? Providing high-quality and personalized customer service can be tricky.

That’s why, in this article, we will discuss 7 ways to help you personalize your customer service and, ultimately, make your customers happy.

What is customer service?

Customer service is the 1-1 interaction between a customer and a representative from a company that helps to improve the customer’s experience. This interaction must be done in a timely and friendly manner through various mediums - phone, text, email, chat, etc.

Some important things to note about this:

• The goal of customer service is to improve the customer experience so that you gain more customers and retain your extisting customers.
• Customer service should be high quality so that it provides real value to customers and reflects well on your company.
• Customer service is managed through many channels in today’s technological age. Think beyond email and live chat, social media is a great channel of customer service as well.

Why is it important?

As we already mentioned, customer service is incredibly important for your company. High-quality customer service can make your customers happier, make them more eager to come back to your business, and improve your company’s brand image.

It is easier and cheaper to keep an existing customer rather than try to get a new one, which is why customer service is so essential for your company.

What does good customer service look like?

Now that we’ve covered what customer service is and why it is important, let’s talk about what good customer service looks like and how it can help, from the customer’s perspective and from the company’s perspective.

Good customer service: the customer’s POV

For customers, customer service is a tool they can use to resolve issues with the company. This means that customers can and should get immense value from customer service interactions.

Good customer service from the customer’s perspective is fast, gets straight to the point, isn’t forceful, and is kind and understanding. When a customer interacts with customer service, they want it to be fast as possible. They also want the representative to be understanding of their issue.

Good customer service: the company’s POV

For a company, customer service is a service that can be used to improve or maintain the customer retention rate, as well as improve the company’s brand image.

Great customer service from your company’s perspective is quick, efficient, and productive. You want to find the customer’s problem, fix it, and leave the customer happy in as little time as possible, all while not trying to rush through the process. Finding a balance between efficiency and personalization is key.

That leads us to the question, “How do you personalize customer service effectively?”

How to personalize customer service:

Here are 6 ways you can personalize your customer service to improve your users experience

Be human

The first tip is to simply be yourself. Be human. If you sound like a real person, people will be more likely to talk and connect with you. Showing your humanity and personality while talking to customers can have a huge effect on your customer service. It is much easier for people to connect and have better experiences when they feel like the person they are talking to is real and interested in hearing what they have to say. Simply being yourself and letting your personality shine through can have a huge difference on your customer service.

Don’t sound Robotic

The opposite of the first tip is also true. Nothing is more frustrating for a customer than contacting customer support and talking to what sounds like a robot. When a customer interacts with customer support, they don’t love it when responses sound super automated or like a sale. Yes, you can definitely automate aspects of customer service, and that’s fine! However, you don’t want to sound robotic, as it can make you seem like you don’t care or aren’t interested, which leads to lower-quality customer service.

It can be tough to find a balance between automation and personalization, though. One potential solution to this problem is Text Blaze. Text Blaze is a tool that helps people save time by eliminating repetitive typing tasks using snippets and shortcuts. It can be especially useful for customer service representatives, as dynamic content and form fields allow for the customization of messages,such as names, dates, prices, etc.

Use names

One simple thing you can do to make your customer service more personalized is to simply use customers’ names. It might sound simple, but using someone’s name while talking to them can have a big impact on the conversation. Just think, when someone uses your name while you are talking to them, it makes you pay attention, right? Using customers’ names can show that you are interested and engaged in the conversation.

Give honest recommendations

Another tip that might sound obvious is to just give honest recommendations. Being honest with customers is a great way to make your customer service more personalized. If you truly read and respond to customer complaints or messages with genuine recommendations, customers will appreciate it a lot. Ultimately, if you are genuinely trying to help the customer, your customer service will be personalized and very effective.

Don’t sound like you’re following a script

We talked about this in the second tip, but it is so important that we had to mention it separately. In addition to not sounding automated or “salesy,” you shouldn’t sound like you’re following a script. This can lead to a lot of frustration on the customer’s end. If you send responses based on a script regardless of what the customer says, it can be frustrating for the customer and can potentially lead to them taking their money to other companies. The importance of organic conversation cannot be understated. If a customer feels like their interaction with customer service is a genuine conversation instead of a service script, they will be much more satisfied and your service will be much more personalized and of higher quality.

Talk to them like they are more than a just a “customer”

Another important tip is not to talk to the customer like they are a customer. That might sound redundant, but if you treat customers as people, they will rate your customer service higher. Although, as a customer service representative, you are simply trying to help the “customer” with their issue, you should treat it the same way as helping a friend with a problem. Treat the customer like your friend by being kind, friendly, and understanding. This will make your customer service more personalized and more effective.

Conclusion

Customer service is one of the most indispensable aspects of your company. It is a crucial part of your business because it keeps your customers coming back to your product and, more importantly, happy. Personalizing customer service can have immense benefits if done properly. Being human, having organic conversations, and being honest can help you make your customer service more personalized and make it truly high-quality.

If you work as a customer service representative, Text Blaze can help you automate your service while maintaining personalized aspects of your messages. You can automate your messages using snippets while also customizing aspects such as names, dates, and prices using form fields. If you aren’t convinced, give it a try for free, it might surprise you!

Want to turbo charge your work with templates and snippets? Text Blaze is the fastest way to do that.

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