What is personalized service and how to obtain it thanks to messaging apps?

Have you ever wondered what your customers really want or what they love most about your business? Generally, companies or entrepreneurs think that customers only want high quality products or a service that meets expectations. However, the customer doesn’t just want this, there is a great background to achieving your customer loyalty.

People interested in the products you offer generally want to feel heard: they want to feel you pay attention to them and take into consideration everything they say. For this reason, companies today prefer to give much more importance to consumers and how they are served. Sales methods have changed and people are more attracted to those companies that can make them feel trusted, listened to and loved. Customers want a personalized and different treatment. According to studies carried out in 2017, 71% of customers find an impersonal approach frustrating; up to 37% of these frustrated customers will be less likely to buy from brands that follow this approach.

On the other hand, 44% of customers say that a personalized shopping experience could most likely lead them to become repeat customers in the future. 39% say they would also share the aforementioned company’s information with friends and family.

A personalized, different and integrated experience doesn’t just mean more repeat customers, but also free advertising and advice. Precisely for this reason, we will address these issues in this article: What is personalized service and how to obtain  it thanks to messaging apps . Also, we will recommend some messaging tools and apps that can help you with this task.

Remember that not all tools that claim to be excellent at customer service, or to be fit at texting and changing the way you communicate with your customers are the best option for your business. That’s why you have to be very careful in choosing the right tools. You should first of all do a little study to understand what are the advantages and disadvantages of these services. Plus, you decide what your business actually needs and whether these tools can add value to your customers; this translates into more sales, advertising, loyalty and love from your customers towards your company and your brand.

What is a personalized service?

Companies are faced with the difficult task of generating value for their customers in a market that is constantly changing and where the consumer is becoming more and more demanding. This is the harsh reality of 2021 and the years to come: when the customer is faced with the decision of what to buy, rent or consume, he will give value to any service capable of clarifying that great doubt in order to decide transparently. Currently, business models are based on three pillars: market research, positioning and strategies. While the customer decides what to buy, he will consider other elements: price, exclusivity and service obtained.

For all these reasons we can well understand how important it is to offer a service that, in addition to being flexible, must also be personalized. This type of service is all about being able to participate quickly and individually to clarify all doubts regarding a particular product or service.

Personalized services have managed to win over consumers and build long-term relationships, converting customers into friends, offering this type of service for the long-term. Thanks to this, companies are able to predict or know in advance what the customer will need and how to make him happier and more satisfied.

What are messaging apps?

  Messaging apps are relatively new tools which emerged as a communication solution for businesses. These apps feature different configuration and integration models that can facilitate the way companies interact with their customers. Some of these tools have a large number of integrations that make them powerful sales, management and customer service tools. They also have the ability to be used as CRMs, present metrics to measure the performance of sales or customer service teams. In general, with seamless functionality and exceptional UI/UX design, messaging apps have changed the way businesses interact with their customers, thus creating a more humanized and personalized contact, which translates into more and better sales, exceptional results, and more organized teams.  

Examples of personalized services

Amazon

Amazon has always stood out for offering exceptional service and support. This is due precisely to the personalized service offered, giving its customers the opportunity to be contacted by call, message and live chat. This is certainly a great advantage over many companies that, on the contrary, do not offer this type of service.

Nike

Nike is another company that offers personalized service, since many of their shoes can be modified and customized as desired, having the ability to write your name on the fabric directly from their website. This certainly offers added value to products and services.

Starbucks

Starbucks has always made a difference thanks to the personalized service offered. The ability to write the names of the customers on the cups and the particularly enveloping and friendly treatment made the difference in terms of customer satisfaction.

The limits of chatbots and automation in personalized service

As mentioned earlier, personalized service is an excellent strategy for building customer loyalty by offering them a comfortable and reliable environment in which to feel safe. A customer served in a personalized way is a happy customer ready to make a purchase.

However, in view of the advancement of technology, many companies choose to automate their services, but this brings a big disadvantage as chatbots are misused, can play against the company and cause them to lose customers. We always remember that people like to feel a human service compared to a bot that answers their questions. Obviously this will lead the customer to feel wary and will eventually abandon the idea of buying the product or service.

In this sense, we should put limits on the automation of services, where chatbots will only be able to deal with a certain point of the conversation which will then pass to a real person. Just what Callbel does with its automatic routing functionality, marking the perfect line between automation and personalized service.

Why messaging apps like Callbell help us provide a personalized service

Within the communication tools market, there are several platforms that can help companies communicate with their customers and offer a more personalized service. These tools help improve sales and support processes, keep portfolios organized, offer better work efficiency, and serve customers individually without hassle. A great example of this is Callbell .

This is a complete tool for sales support teams or call centers, capable of managing an unlimited number of messages, adding agents to your support or sales teams, providing complete statistics on the communication process, it is easy to use and can be used to further personalize your business by opening more communication channels such as WhatsApp, Instagram, Facebook or Telegram.

if you would like more information about Callbell and how this tool can help you improve communication processes with your customers and customize your service, click here.