Mike Donohue explains how you can personalise your customer interactions beyond greeting the customer by name.
1. Offer a choice of customer communication channels
Offer your customers a choice of customer communication channels so they can deal with you by the method they prefer, whether that is mobile, email or even social media.
2. Use flexible scripting tools to guide agents through interactions
Use flexible scripting tools to guide agents through interactions with the kind of empathy that builds long-term customer satisfaction and loyalty.
3. Make sure your agents stay on the line
Make sure your agents stay on the line to assist customers wherever possible.
For example, if you need to take card payments or process orders over the phone, don’t send them off to an automated system, use a PCI-compliant solution where the agent can remain present and available to assist.
4. Use data entered by the customer
Use data entered by the customer.
For example, route the call through to the agent they last spoke to or to the agent who is handling their current query.
5. Direct customers to personalised messages that answer their question
Using data-directed intelligence you can often help the customer without even needing to connect them to an agent.
For example, if the customer has entered their order number you can play a personalised message to say when the order was sent and what their expected delivery date is.
If this is the reason they are calling (as it often is) then you free up the agent’s time and you delight the customer.
6. Set up different announcements and music for each customer
You can even personalise the call queue for customers.
No one likes to queue, but some solutions allow you to set up menus, queue priorities, different announcements and music based upon number dialled or the person who is calling, using our web-based call-flow editor.
7. Make sure your agents have the caller’s history at their fingertips
Make sure your agents have the caller’s history at their fingertips, so they have the information they need to demonstrate an understanding of the customer’s needs.
8. Track how you are performing
It’s important to track how you are performing too.
Make sure your contact centre KPIs reflect the importance you place upon personalisation by focusing on metrics like First Call Resolution.
With thanks to Mike Donohue at Magnetic North