If you’ve ever been in need of some customer support but found that it’s utterly impossible to speak to an actual human being, you’re not alone.

Perhaps you’ve waited on the end of a customer helpline, pushing button after button only to be met with another automated message. We’ve all been there, too. 

Nowadays, most brands are doing all they can to maximize efficiency and control their costs, with many leaning increasingly on automated solutions to manage customer queries — nearly 8 out of 10 customer service leaders say they’re planning to invest more in AI-powered customer support solutions over the next two years.

But while enabling self-service and leveraging automation are undeniably efficient ways of managing customer-to-brand communication, it’s important not to completely remove human interaction from the equation. Many customers still value the more personal touch, while others may understandably be wary (or a little incapable) when it comes to technology.

So, how can businesses streamline their customer service processes without sacrificing the human touch? Read on as we discuss five ways to provide an efficient yet personal approach. 

5 Expert Ways To Personalize Customer Service

1. Treat every customer as an individual

When you’re dealing with multiple customer queries at a time, it’s easy to look at those customers merely as numbers on a dashboard. Your company may even set specific targets relating to the speed and efficiency of dealing with incoming queries, and naturally, your primary objective will be to get through them as quickly as possible.

The downside with this economical yet slightly dispassionate approach, of course, is that it becomes a production line: each customer query is seen as a box to tick, not allowing you to spend time getting to understand each customer’s concerns, being empathetic to their situation, and offering a solution that’s tailored to their specific needs.

One of the reasons certain customers still favor human interaction over a self-service solution is that they expect to receive personal, one-on-one service. Instead of seeing your customer as caller #237, treat every customer as an individual, taking time to ask questions, listen intently, and consider their unique requirements before offering a solution. 

2. Be accessible 24/7

Okay, so enabling 24/7/365 access to human support agents might be somewhat implausible — unless you plan on asking your customer support staff to work some pretty unsociable hours — but operating a 9-to-5, Monday-to-Friday support model simply isn’t going to cut it, particularly for eCommerce businesses that are theoretically ‘open’ 24/7. 

Now, you could outsource queries to an eCommerce call center to enable you to field more of them more often, but be aware that a third party may not fully understand the nuances of your business or the unique needs of your customers; while they will still be able to connect with a human, your customers may not receive the kind of bespoke service they’d expect.  

Instead, it makes sense to spread your team’s shifts to cover more hours in the day, enabling you to receive queries from the early morning to late into the evening. And even if your phone lines aren’t manned, you could implement a live chat solution to deal with out-of-hours queries, offering near-instantaneous responses even at more unsociable times. 

3. Use automation wisely

Automation can be a powerful ally for businesses when it comes to streamlining processes, optimizing efficiency, and maximizing productivity — allowing them to strip the manual burden from cumbersome tasks and focus on matters which require human expertise and critical thinking. 

Customer service is certainly an area that can benefit from automation, but only if it’s leveraged in the right way: chatbots (which can be implemented through software tools such as Crisp) are increasingly being used to automate interactions, for example, but leaning on them too heavily risks impersonalizing the entire customer experience.

The key is to deploy automated solutions like chatbots for common, uncomplex queries that require little to no human judgment (simple account queries or information requests, for example) while reserving your human agents’ time for more complicated or unusual queries that require compassion and due consideration. 

4. Be proactive rather than reactive

Customer service is typically seen as a reactive endeavor: a customer comes to you with a query, question, or issue, and you respond accordingly. The reality, of course, is this is often how it works, but that doesn’t stop you from being a little more proactive in your approach to assisting customers.

By proactively reaching out to customers who might need your help (perhaps before they themselves even realize they need it), you come across as a brand that genuinely cares. Maybe they’ve recently purchased an item from your online store — why not follow up and see how they’re getting on? Do they need any assistance or additional information about the product? You might even suggest a complementary product to entice them to return.

This type of proactive service is vital in helping you gain customer trust and build loyalty. It’s also great for encouraging positive feedback, which is essential for any business. Don’t stick to one platform, either — there’s no reason you shouldn’t engage your customers via your social media channels, for instance. 

5. Invest in regular staff training

In an increasingly fast-paced and competitive business landscape, consumer expectations and demands are constantly rapidly shifting while new technologies are being incorporated on a regular basis. To continue to be able to offer exceptional service that retains a human touch, it’s imperative that your customer support team is equipped with up-to-date knowledge as well as the ability to deal with a number of different scenarios. 

With this in mind, staff training is paramount, enabling your business to stay agile and adapt to changing technologies and market trends. Of course, all new staff members should go through a stringent training process, but your more experienced support agents should also be given regular opportunities to brush up on their skills. 

By investing in regular staff training (this free course from Alison teaches a diverse range of customer service skills), you can ensure you’re offering best-in-class service to your customers, empowering your support agents to deal with complex queries, consider a range of possible solutions, and offer friendly yet professional support with that all-important human touch. 

Conclusion

In summary, while many businesses are benefiting from increased efficiency and productivity thanks to AI-powered automated solutions, it’s important not to entirely abandon the human touch — particularly when it comes to customer service.

To maintain human-to-human interactions, remember to treat each customer as an individual, be accessible, leverage automation sparingly, engage customers proactively, and conduct regular staff training.