Achieving Personalized Contact Center Experiences
Personalization is changing the retail landscape. It’s the key to delighting digital natives, and consumers have grown increasingly comfortable with sharing personal data—as long as they can benefit from a better shopping experience. But how can this powerful tool be realized in customer service?
In the past, contact centers have used a one-size-fits-all approach. This made sense for the sheer size and scale of operations. But today, people expect more when interacting with their favorite brands. According to McKinsey, 71% of customers want personalization, and 76% get frustrated when companies aren’t able to provide this.
But tailored interactions aren’t just reserved for email, social media and content marketing. In fact, recent data tells us that 79% of shoppers consider a personalized service more important than personalized marketing. The digitally-savvy, time-poor consumer demands connected communications throughout the entire buying journey—from the research phase through to purchase and all the way through to aftercare. If they don’t get the joined-up omnichannel experience they desire, they’ll go elsewhere.
By customizing the contact center for your customers, you can turn mediocre interactions into great ones. Unlike personalized offers and recommendations, personalized customer service is solely about relationship-building. It’s not just about getting repeat business, but about creating customer evangelists who will shout about you from the rooftops.
This article is posted at ringcentral.com
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