Customers don’t want to be bombarded with spam and irrelevant messages. Instead, they want offers and prompts for products they’re likely to be interested in.
But delivering a personalized customer experience does not mean just selling to your customers. What really matters to customers is the entire experience they have when they interact with your brand from start to finish.
Delivering a personalized customer experience means understanding your customers’ needs, making it easy to troubleshoot and resolve service or product issues, addressing questions or concerns promptly and proactively when possible, and doing so throughout the entire process with empathy.
Make sure that the algorithms in AI learn from the questions and issues your customers are identifying so that AI identifies the issue that closely matches what the customer is actually asking. It’s frustrating for customers when they type in a question in the AI chat box and receive an answer that is totally unrelated. Task your AI engine with proactively learning about your customers’ likes, dislikes and purchase patterns and fine-tuning those insights, so the right solution is delivered quickly and customers receive that personalized customer experience.
Once you have the necessary information to create a personalized customer experience, the CX team should act on it. Use customer feedback and behavior data to refine and tailor how your customer experience team communicates with customers.