#relationbuilding

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More than just delivering amazing customer service, delivering amazing personalized customer service can almost guarantee that customer will come back to you. 

Contact centres are now responsible for delivering sales and support across all channels and as such must set themselves up to understand the value they are adding at each step of the journey.So, here are the ways to personalize customer service.

Personalize communications: Your representatives’ voice is your company’s voice. For this reason, hire people that are not just tech savvy, but more importantly people savvy. Fill your company with people that share the same values as your brand.

Provide shopping assistance on your e-shop: One of the worst things about shopping online is not having someone to help you decide on the right purchase. Some brands have solved the part of product recommendations, for instance Levi’s provides recommendations from your online social circle through the Friends Store. Providing answers about your product and brand history while eases shopping.

Provide convenient communication channels:Keep a smooth flow in the interaction with the customer. Provide your customer with different options to get served. Forrester and ATG research measured the impact of adding Click-to-Call and Online Chat features to a website and found out that 88% of customers using these methods would have given up on their orders without help from an agent.

Customer service with mobile devices: It’s no secret that people use their mobile phones while shopping to look up product info and check reviews. So mobile makes a critical part of your customer service? Location-based social networks have had revolutionize customer service as, by checking-in, your clients basically give you their social ID.

Let your customers help themselves:Sometimes you prefer communicating your issues to other customers you connect with socially. This is one of the reasons online communities pay off, take a look at Web Forum of Microsoft.

Happy Agents, Happy Customers

Companies need to rethink how they approach customer service to stay competitive and what’s better than facilitating the work of agents at contact centers. Below are some of the best features a workspace can have to drive an extraordinary customer service through personalization:

Intuitive interface –An intuitive interface will help agents resolve issues quickly by consolidating data from different systems and presenting a unified view of all customer interactions. Agents can work across different channels while seeing a complete history of all interactions for the customer they are assisting.

Easy deployment – Integrating popular business systems such as Salesforcewithout needing to toggle between applications. Great to go by!

Omni-Channel engagement – A system that can seamlessly engage with customers across a variety of channels including live chat, Facebook Messenger, etc.

Intelligent automation –It helps agents respond to commonly asked questions with the ability to create, curate and manage answers.

Remote support – With features including remote control, file transfer and co-browsing, agents can seamlessly escalate visitors to remote support all in one interface to drive efficiency and quickly resolve customer issues.

In short, utilising technology to understand your customers while providing easily accessible and real-time information to your agents can help deliver a truly unique and personalised experience.

Quick Tips for an Awesome Customer Service

While wrapping up, take away 6 ways to provide an awesome experience to your customers.

Offer Omni-Channel support: 9 out of 10 customers expect to receive a consistent experience coveringentire channels and customer touch-points.

Listen on social media: 78% of customers believe that social media will be the next tier of customer service.

Create a support center for customers: 90% of customers go to a company’s website before calling or emailing you.

Provide online chat: 77% of customers agreed that online chat positively influenced their attitude about the retailer.

Focus on timely responses: 84% of customers that reported being either likely or very likely to do business with a company if it responded via phone in less than a minute.

I was doing some research earlier today and stumbled across the concept of "strategic brand partnerships" and the strategies behind it. 

Some really interesting stuff to think about...here are my thoughts on my research I found.

The concept talked about why certain companies can't secure certain brand partnerships and struggle to find them and why some companies secure "strategic brand partnership" with little to no effort on their part. They get their partnerships with EASE while some other people take forever to find the right partnerships. I personally think the quality of the “internal relationships” a company has with its own self, allows an openness spiritually to attract the "brand partnerships and business relationships" being sought after..

Consider this: if company “A” is seeking a partnership with company “B” that maintains two different views on sales process, how can that brand partnership flourish successfully if they are at war with each others' processes? If they spend time nit picking each other’s differences rather than focus on strategies of bonding and unity? Both companies would have to sit down and listen to each other and form a cohesive and consistent manner in which both approach sales. After all business partnerships are just like "real human" relationships. It takes honesty, humility, and clear intention for it work properly.

Our partnerships are a signifier of who we are, where we're going, and who we want to be but to get certain types of clients, partnerships, and associations it will require an attitude change, mental shifting, personality adjustment, mental evaluation, and humility on your part. 

One of the things I do is spend time learning about human body language, communication styles, and self-awareness of how I’m being perceived. The last thing I want to do is to silently ruin a partnership because of my subtle or out loud behavior. I've made a lot of mistakes, TONS OF MISTAKES with certain things I've done in the past with my business relationships. I don't want to continue them.