“E-commerce is not an industry; e-commerce is a tactic,” said Tobias Lutke, founder and CEO of Shopify, a Canadian multinational e-commerce company headquartered in Ottawa, Ontario. Tobias Lutke has been part of the core team of the Ruby on Rails framework and has created open source libraries such as Active Merchant.
If you want to provide a better customer experience to your potential customers then you will need to have knowledge about their interests and preferences. Also, you will need to encourage your support team to provide effective communication to your customers. GroupBy software is a provider of e-commerce search and merchandising solutions. The company offers tools for search, navigation, merchandising, search engine optimization (SEO), and search as you type (SAYT). GroupBy Inc. serves customers in the United States and Canada.
Here are Five Personalization Tips for a Better Customer Experience:
Address customers by their name:
There is much research that shows when anybody hears their name they react differently. Well, it means that when you hear your name then it prompts a very specific brain function. If an organization refers to their customers with their names, this will make the customer feel valued and they will never move away from your business. To accomplish this step you will need to have customer service software that will recognize your customers across all the channels. Also, it will help your support team to recognize whom they are speaking with whenever a customer reaches them.
Recognize and reward loyalty:
When your online business becomes successful and you gain lots of loyal customers then this is your job as an owner to appreciate them by thanking and rewarding them for their business. If you want to know the modest way to thank your customers then try to send them a handwritten thank you letter, you can also offer them discounts, or you can offer them complementary products and services. You can also send them birthday wishes and give them some discounts on their special occasion. When you recognize your customer’s loyalty this will make your customers feel valued and satisfied.
Offer several customer service channels:
Every customer is different from others, few will have their preference of channels for their purchases and there will be some who will choose any channel that will be convenient to them at the time they need assistance. When your customers reach your customer support for assistance or help and you provide them choices for their support then this will show that your business actually values and care for their customer’s preferences and needs.
Leverage customer data:
The most important thing about providing personalized customer support will help you to show your customers that are very well aware of your customer’s preferences and value them. Well, to make them feel valued you will be required to leverage the data of your customers when you assist them. Your business should have complete data for your customer’s conversation history, order history, and lifetime value.
Empower agents to give recommendations:
Well, if you want your support team to provide effective communication to your customers then you will need to give them complete freedom to navigate the conversation without following any written script. This will allow your team to provide more natural, human interaction that can offer your customers better recommendations and support.