Customers want more than the newest and hottest product on the market, they also want the service to match. Customers want to feel as though they are receiving personal attention and not being treated as a number. Implementing the right customer service tools creates an overall better customer experience. The result can be seen in increased sales, customer retention, and more. Consider these 5 ways to make your customer service more personable.

  1. Connect with your customer live

    No matter how sophisticated online processes are, customers want the option to speak to a live agent at any time. According to a recent survey, 40% of customers want better service from a human (not from an automated system). Customer service is the least expensive investment with the highest ROI for any business. It allows businesses to directly personalize a customer’s experience. Practices such as using the customer’s name, building rapport, and tailoring the level of service on a call are ways live agents can provide the human-service experience customers are seeking. Happy customers shop more often with their favorite businesses. They refer others and spend 17% more money with companies that give them great service. Live customer service agents provide businesses an opportunity to engage with customers and build relationships with them in real-time while increasing their bottom line.

  2. Know your customers

    It’s important to know your customers. Client Relationship Management (CRM) software with live customer service agents to gather information allows businesses to gain insight into customers’ wants and needs. A CRM creates a solid customer avatar to customize each customer’s experience with the business. It opens opportunities to upsell and cross-sell appropriate products that match specific customer lifestyles. It acts as a great tool to automate special promotions, offers, and recognize customers on special occasions. A business that uses a CRM can give loyal customers the feeling of exclusivity by sending new product announcements and presales to them first.

  3. Provide flexibility

    A huge indicator of how a business’s customer service is judged is how well a business treats challenging customer concerns. How a customer is treated is the reason 68% of customers say they stop doing business with a company. Customer concerns arise and the way the concern is addressed sends a clear message to the customer about their value to the business. As a business, every challenge should be seen as an opportunity to win over the customer. Empowering your staff to resolve customer issues with additional options, discounts, and extra incentives is an excellent opportunity to personalize customer service. Flexibility encourages your service team to be more positive and effective in solving problems without going against company policies. This helps gain and retain customers.

  4. Provide multiple ways to do business

    Customers like options. Omni channel platforms such as online chats, apps, and software integration give customers more opportunities to do business with you.  Self-sufficient consumers don’t want less support. On the contrary, 52% of online shoppers abandoned purchases if they couldn’t find the information or support they needed. Use technology to create multiple ways to simplify the customer service process and provide 365/24/7 availability and support when they need it.

  5. Ask for customer feedback

    Ask customers for ways your company can improve via surveys, and take it seriously. Customers appreciate being heard. Use their feedback to create new products or improve existing processes. When appropriate, share publicly how customers’ feedback contributed to improvements.
As we become more digitally advanced, the desire for more personable customer service will increase. Responsive Answering Service provides personable and professional 24/7 live agents and online chat for your customers to help your business improve the customer service experience. Contact us to customize a plan for your business.
George Otte

George Otte

George Otte is an entrepreneur with over 20 years of experience in tech support, fulfillment, and answering service management. His leadership and vision help us provide the best possible support, because he knows how vital it is for the continued success of your business. Responsive Answering Service launched in 2012, with George fulfilling the role of CEO to provide professional contact center and answering services for medical, legal, and various service industries, with the intent to best fit the needs of our clients and their respective fields.

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INSIGHTS FROM SATISFIED CLIENTS

Jennifer Ashner

JENNIFER ASHNER

Compliance and quality director chartwell home infusion and specialty pharmacy

5 star rating

When Chartwell decided it was necessary to upgrade the answering system to accommodate the increase in calls during non-business hours, because of growth in business, we contacted Responsive Answering Service.

“Their representative met with our clinical management group. She listened intently as we described the current process for handling after hours calls, what our needs were, and what our expectations for a new system would be. She took our needs and wish list back to her developers and designers who came up with a customized system that gets text messages to the on-call staff in a timely and effective manner that allows us to deal with the issues that our patients are trying to get help with.

The timeliness of return calls has improved dramatically, and no calls are dropped or missed. Our customers ratings on ability to reach us after hours has scored 98%! We are extremely pleased with the service and the contribution it has made to an increase in our overall customer satisfaction scores.”

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