5 Tips For Personalizing Your Customer Support

5 Tips for Personalizing Your Customer Support

1. Communicate in your Customer’s Language

Did you know that customers who receive post purchase support in their native language are 74% more likely to purchase from the same brand? (CSA)

Communicating in Your Customer’s Language

• Customizing your interactions to meet consumers in their preferred language creates opportunities to see recurring customers, and subsequently, increased revenue.

Customizing Language

• Integrate Translate.com with your support software. Installation takes just minutes and provides your agents fluency in over 90 language pairings.

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2. Evaluate Agent Tone

• A Software Advice survey found that 65% of customers prefer an informal tone when communicating with customer support teams (Zendesk).

• When addressing customer inquiries, use an authentic tone by employing a friendly and informal demeanor. For interactions with foreign language customers, having your customer messaging translated by a professional translator can ensure tone and branding is upheld throughout your communications.

Evaluating Agent Tone

When working to solve customer inquiries, using an authentic and familiar tone is often well received by customers.

Using an Authentic Tone

3. Personalize Email Communication

• Use customer information such as name, birthday or location to customize email communications between support teams and customers.

Personalizing Email Communication

• Personalized emails have a 29% higher open rate and experience a 41% increase in click through rate, reports a study conducted by Experian.

• Try something as simple as using your customer’s name in the subject line or greeting. Be sure to take the extra time to ensure your data is clean, accurate and usable. Additionally, using your first name in your email signature can help personalize the exchange.

Addressing Customers by Name

4. Collect and Utilize Customer Data

Paying close attention to your customer’s purchase history allows your brand to personalize your customers’ post purchase journey.

Collect and Utilize Customer Data

• HBR reports that Sephora analyzes their customer’s purchase history to offer relevant, tailored educational content and product recommendations.

• Software solutions like Apptus, Personyze and Barilliance allow organizations to analyze their customer base and data to provide specific, personalized product recommendations. Others, like Quantcast, allow users to integrate their analytics to gain a deeper understanding of customers and audiences (WooCommerce).

Analyzing Customer Data

5. Avoid Automation

For larger organizations juggling a high volume of support inquiries, using automated customer messaging can be a viable option.

Avoid Automation

• Whenever possible, avoid using automated messaging to interact with customers.

• Responding directly to customers with a personalized message can mean the difference between adequate and exceptional customer support (NFIB.com).

Personalize Your Messaging

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