71% of customers expect a personalized approach to their issue resolution and 76% of them get frustrated when they don’t get it.
This particular stat should be enough to amplify the importance of personalization in customer service. Every customer wants to belong and be acknowledged for their participation in your brand. They want to be addressed properly and appreciated for their continuous interactions with you.
This is even more important when they are connecting with you to talk about a difficulty that they are facing. Customer complaints don’t translate to bad business, not addressing those complaints do.
Now, what do you mean by personalization? Is it the usual greetings of the customers with their names and assuring a prompt service? Or is it more than that?
Well, personalization can mean a lot of things to a lot of people. At its core, personalization means catering your services according to the customer.
Personalization is about making your customers feel at home. When your customers feel a sense of community and belonging with your brand, you are far more likely to scale your business.
This blog is not about how you can provide more personalized service to your customers. That would take a few blogs at least. This piece of content is about a particular piece of tech that enables you to bring personalization to every interaction.
We are talking about a CTI connector. More specifically, Amazon Connect ServiceNow Integration.
Enough has been said about CTI connectors and how they help simplify agent and customer experience. So, we thought of covering the lesser-talked aspect of integrating a CTI connector with your Amazon Connect contact center and ServiceNow CRM: the personalization aspect. We are specifically talking about ServiceNow Amazon Connect integration for a better explanation.
Table of Contents
How Does a CTI Connector Help with Personalization?
A CTI Connector helps your agents with prompt and accurate information about the caller. If your CRM has data on a customer and that particular customer calls you, the ScreenPop feature will display all their relevant information directly on the CRM screen. This way, before the agents have even received the call, they learn as much as they need to know about the customer and their predicament to lead a personalized conversation.
Once a customer has learned everything that there is to know about the customer, it depends on how they want to personalize the conversation.
Every agent has their own way of making the customer feel at home. Nevertheless, here are a few thumb rules to offer personalized customer service:
Address the Customers with their Names
Addressing customers by their names in customer service is a powerful strategy that contributes significantly to building a personalized customer experience. Using a customer’s name creates a sense of familiarity and individual attention, making them feel valued and acknowledged.
It goes beyond the transactional nature of the interaction, fostering a connection that goes a long way in building customer loyalty. When customers hear their names, it triggers a positive emotional response, enhancing their overall perception of the service and the brand.
Be Human
In this world of automated responses and chatbots often human-to-human interactions take a back seat. Never underestimate the power of human interactions. When your customer connects with you, make sure there is a sense of empathy and understanding from your side so they feel comfortable. Reaching out for a call is more often than not the last attempt to resolve an issue from the customer’s side.
If a customer is able to solve their issues through self-service or through IVR support, they would. If they are reaching out through voice call, understand that they are desperate to connect with a human being. So, be one.
Leverage Customer Data
As we mentioned earlier, customer data is readily available within the CRM. And a CTI connector helps you bring it about exactly at the right time. For instance, with an Amazon Connect ServiceNow CTI integration, as soon as the customer makes a call or an agent makes a call to a customer, the CRM screen displays all the relevant information on that particular customer instantly.
As a contact center manager, you need to be able to make the best use of that data to personalize the call for your customers. If they have a pending issue, reassure them that it will be resolved as soon as possible. If they have a complaint, ensure that you have raised the ticket and will look into it as soon as possible. Whatever problem they are facing, use their data to help them feel confident. With Amazon Connect ServiceNow integration, your agents will always be in the know about every development on the customer’s side, allowing you to leverage the data and deliver empathetic customer service.
Train your Agents
While canned responses are scripts and can be a great help, you should encourage your agents to go off-script and make every conversation their own. You should encourage your agents to take every conversation as a chance to deliver impeccable customer service. This will enable them to take personal freedom to make each interaction count and can be a way for them to improve their skills while managing customer expectations.
Conclusion
In conclusion, the integration of Amazon Connect CTI with ServiceNow not only streamlines communication processes but also serves as a catalyst for personalized conversations in customer service.
By seamlessly connecting customer data from ServiceNow with Amazon Connect’s advanced contact center capabilities, organizations can gain a comprehensive understanding of each customer’s history, preferences, and needs. This synergy empowers customer service representatives to address individuals by name, anticipate their requirements, and provide tailored solutions.
The real-time access to ServiceNow data within Amazon Connect ensures that every interaction is contextually rich, fostering a sense of personalization that goes beyond mere transactional exchanges. Fundamentally, the joining empowers organizations to convey a client experience that isn’t just proficient yet particularly customized, cultivating enduring and positive associations with clients.
For more information, reach out to us at marketing@novelvox.com.
