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 BPO2 hours ago
Open Access BPO's standard recruitment is a seamless process, from job announcement to contract signing.

Here are some of our recruitment best practices: https://buff.ly/3HkhKRs

---------
We hyper-customizable solutions that fit your needsโ€”from staff to its everyday ops: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 day ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3kIaKWM

----------
Let's hyper-customize a program for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO1 day ago
Keeping your customers' data secure is one of the best ways to earn their trust.
Here's an in-depth look on how it can be achieved: https://buff.ly/3HjQYIK

----------
Only trust an #outsourcing firm with a robust #DataSecurity strategies and solutions to ensure #InformationSecurity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#cybersecurity #infosec
Open Access BPO
Open Access BPO5 days ago
#๐——๐—ฎ๐˜๐—ฎ๐—ฃ๐—ฟ๐—ถ๐˜ƒ๐—ฎ๐—ฐ๐˜†๐—ช๐—ฒ๐—ฒ๐—ธ aims to raise awareness about #DataSecurity and privacy and how we all must be mindful of what we share online. Let's stay vigilant against malicious activities that may exploit our information.

#WeSpeakYourLanguage
#InfoSec #DataPrivacy
Open Access BPO
Open Access BPO6 days ago
#CustomerService providers have the responsibility to protect their partners against data intrusions that may interrupt operations and steal sensitive information. If your

Check out these best practices for protecting your data: https://buff.ly/3Jj7cEV

----------
Ensure utmost #InformationSecurity for your customers with our #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #DataManagement
#DataPrivacyWeek
Open Access BPO
Open Access BPO7 days ago
As a global #outsourcing hub, offshoring to the #Philippines has been recognized as a winning business strategy. But one of the things you should also consider is the security of the data you will be sharing with your chosen outsourcing firm.

Here's how you can keep your customer's trust even when their data is with a third-party company: https://buff.ly/3GY1jKm

----------
Only trust an oustourcing firm with a robust #InfoSec aimed to protect you and your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity
#DataSecurity #InfoSec
#DataPrivacyWeek
Open Access BPO