Scripted conversations and sales based on a manual are no longer attractive for contact centers around the world. Customers now have different demands when it comes to buying, and these must be addressed by the call center . Today we are talking about CX personalization.
CX is the acronym we use to refer to customer experience . Improving it is vital for a user to end up trusting your company, purchasing your products and not abandoning you.
Personalize the customer experience through the call center
The first thing you need to keep in mind is that CX personalization is based on a multi-channel experience, so you will need to have this point adapted to be able to implement it.
What do we mean when we talk about personalization? It is the extraction of online data from the customer in the pre-contact phase. Why do they contact you? What problem do they have? Have they purchased before? An example will help you understand the importance of personalization and what it consists of.
Imagine that Peter is having problems with the storage space on specific database by industry his smartphone . It is very small and he has run out of space in a very short time. He searches on the Internet for a solution and comes across the blog of your mobile store.
In that article you explain that the
A storage cannot be expanded and that the best solution, although expensive, is to change to a model with more memory . Pedro decides, from your same page, to contact the chat to see what device he can buy.
At this point, if you have a data customization system , you will យុទ្ធសាស្ត្រដើម្បីកំណត់ទីផ្សារពិសេសជាភាសាអង់គ្លេស៖ យុទ្ធសាស្ត្រសំខាន់ៗនៅក្នុងពិភពទីផ្សារ know that Peter has performed a search related to storage. He has also read the article on your blog related to the lack of memory.
The agent who assists you will be able to personalize your needs to the extreme, without asking you and offering you a solution that is as simple and direct as possible . Formalizing the sale is not 100% certain, but the customer’s experience america email list has been positive and it has taken little time to find the best possible answer or solution.
