The setting of a recent LinkedIn Live from NICE segment was overlooking the skyline of the great city of New York. A place that 8M people call home and over 800 different languages are spoken! Uncovering this huge diversity in languages was a great parallel for our own Michele Carlson and Andy Traba to talk about the 3 Best Practices to Deliver Personal Experiences for your customers and employees.
Have you ever spoken to someone you had never met before and in the first few seconds think that they were the perfect match for you?
No, I am not talking about dating; I mean as it relates to customer service! Like when you want a recommendation on booking a quick vacation getaway or need technical help setting up that new gadget you just bought for a home entertainment system. The person just seems to know exactly what you need, they literally “speak your language” making the interaction so effortless! You end the discussion relaxed and satisfied and are sure to ask them for their email address, in the hopes that next time you need help you can connect only with them. But it is so much more than them just speaking the language you know, albeit English or maybe even Tagalog! It is about “how” they speak the language; their tone, the words they chose and maybe even the smiley face they put on the text message they sent you at the end of the interaction. And then of course there are most interactions where this doesn’t happen, and you end up irritated and dissatisfied vowing you will never do business with the company again! In this case not only is the customer frustrated but the agent is thinking they should start looking for a new job!
Importance of Personalization in Customer Service
The role that personalization plays in customer service through matching each customer with the right Contact Center agent can be a key differentiator for your business. But to do this successfully it needs to be proactive and done in real-time to be effective. It makes no sense to connect a customer randomly with an agent and then transfer them to another agent because you think that person would be a better fit. And of course, it is about doing it on every interaction, both voice and digital, to really drive scale and ROI for your business!
Watch how Michele and Andy leveraging all the leftover Halloween candy they had from Trick or treating to explain the 3 best practices to Deliver Personal Experiences for your Customers by clicking on the video below. On that note, can you guess what the most popular Halloween candy is in America? Click on the link here to see if your guess is correct.
Let me know what you think about the broadcast by sending me an email at david.wasserman@nice.com
To read more about Personalizing experiences for yours customers visit our Predictive Behavioral Routing webpage.