How call centers use technology to personalize customer service

How call centers use technology to personalize customer service

Julie Pearl Published on June 9, 2014

Before outsourcing to a call center in the Philippines, know whether your prospective vendor could take advantage of modern innovations to personalize customer service. Open Access BPO explains the importance of personalized service and how to achieve it.

Businesses need to provide several factors to customers to be able to earn their trust. A company may offer a lot to make a one-time buyer into a loyal supporter that could spread good word about the brand. However, if what the business is offering is not what the market wants, then the effort to solidify the consumer base could be futile.

What do customers want?

woman using tablet to access customer service

We could list down so many customer needs that are specific to each to the brand they use, but there s a common demand that every consumer nowadays wants from businesses regardless of the industry they re in. It is personalized service.

Modern customers expect not just speed and reliability but also a personal touch in the goods and services they avail. This preference has been brought largely by the emergence of social media and mobile technology, innovations that enable people to connect to each other and receive goods by their own terms, methods, and time.

How can businesses cope?

Companies must realize the value and importance of personalization in customer engagement. Delivering personalized service, however, is not simply a matter of addressing callers by their first name. It takes careful gathering and analysis of customer data to generate an accurate profile of each individual who does business with you. Here are some of the ways to personalize customer service through modern innovations:

  • Centralize databases with cloud technology

Product information and customer identities should be stored in a cloud-based database that is accessible to both customer support agents and the sales team. This way, the buying preferences and consumer behaviors recorded from a sales transaction could be used as base information for customer profiling. Should the buyer contact customer service, the representatives will have an idea about what the caller may want or need, thus enabling them to use a communication approach and offer goods that match the consumer’s profile.

  • Widen options through social media and mobile technology

businessman using tablet for online transactions

Multi-channeled call centers could benefit from social media and mobile apps not only because they could lower call volume but also because these platforms give customers the power to choose the channel they want to relay concerns and receive service.

On social networks, they could get answers from the site they frequent while with customer relations apps, they could get real-time assistance without the need to reach a live agent.

Personalizing customer service doesn’t stop at ensuring that the communication approach is aligned with the profile of each customer. Brands should also keep in touch by monitoring how well the brand is received, getting feedback from the users, and taking a proactive approach to a brewing problem that could be detected from the customers social media activities and mobile device use.

Personalization is becoming a standard for customer care, so companies should survey available and emerging technologies that they could use to elevate their service and improve customer experience.

 

As one of Open Access BPO's content writers, Julie Pearl shares her BPO knowledge through her blog posts, research papers, and other resources. She writes about outsourcing news and call center management tips and insights.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

Join us as we explore just how effectives this strategy is in the #CallCenter: https://buff.ly/3LU2M6p

----------
We build strategies that empower people and solidify brand loyalty for our partners: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #CustomerService
#EmployeeManagement #EmployeeEngagement
#CustomerExperience
Open Access BPO
Open Access BPO3 days ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO4 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO1 week ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO