Customers always expect special attention from the businesses they depend on. Accordingly, businesses need to personalize their customer welcome processes so that they can do more than just say ‘hello’ to customers. So, how can they do that?
Why Is Personalization Important?
One of the most effective ways to increase customer retention is through personalization. Research shows that 54% of consumers expect their entire experiences to be personalized when interacting with businesses. In this direction, businesses that personalize their services are more likely to turn potential customers into loyal customers. The same research concluded that more than 90% of customers spend more money on companies that can offer the personalization they seek.
How to Personalize the Customer Welcome Process?
You can turn potential customers into loyal customers while making existing customers loyal to your brand. At this point, the personalization strategies you can apply in the customer welcome process can be listed as follows:
1) Know About Your Customers
The first step in customizing the customer welcome process is learning about customers. At this point, by learning the customer’s name, surname, e-mail address, and phone number you can create welcome messages and campaigns on their behalf. According to research, 75% of participants prefer brands that address their customers by name in their offers and messages.
2) Set Customer-Focused Goals
Thinking customer-oriented when setting your goals and understanding their wishes and needs will benefit you in the long term. Because the most essential thing that sustains a business is customer loyalty. The best way to maintain customer loyalty is to set targets according to their expectations.
3) Communicate Sincerely
Communication is an important element that acts as a bridge between the brand and the customer. No customer prefers a brand that treats them coldly, ignores their requests, and can’t find solutions to problems. At this point, to turn potential customers into loyal customers, firstly, establish sincere communication on the welcome screen. You can also offer to video chat together to solve the problem of a customer using your online services. Thus, by chatting with the customer whose problem isn’t solved, you can make them feel valuable and prevent them from severing their ties with the business.
4) Train Your Support Agents
Providing prepared responses to customers that use online services can sometimes seem like a shortcut. But when things go wrong, support agents need to intervene immediately. At this point, you need to train support agents to be able to control the customer. One way to do this would be to set up a call to make sure the customer who emailed last week gets the answers they need. This allows customers to connect to support agents and resolve their issues without leaving the welcome screen.
5) Care About Customer Feedback
One of the best ways to improve services and experiences is to get customer feedback. At this point, you can send monthly or weekly surveys to your customers and get feedback on your services by setting up online meetings. Thus, you can see the missing details in service and improve it. When submitting surveys, you should make sure to address customers by name. For example, you can customize these surveys based on the services they receive or conversations with the support team.
The Easy Way to Improve Customer Welcome Process: Infoset
Without automation, it would be very difficult and time-consuming for companies to control the process of welcoming every customer. You can automate support and sales with Infoset automated chat triggers and chatbots. It also helps you fully customize the live chat software and easily embed it on the website you want. Start using Infoset today to take customer experience to the next level and increase your sales!