Modern customers expect better customer service than in the past. They not only want quality products, but also expect fast and smooth end-to-end shopping experience. Businesses need to adapt customer service strategies to meet these expectations or risk losing customers.
A survey of 1,000 Singaporean respondents has shown that 70% of Singaporean consumers want a personalized digital customer experience and would be more likely to buy again from brands which treat them like an individual, rather than like every other customer.
Personalization can even be called a “hygiene factor”: customers take it for granted, but if a retailer gets it wrong, customers may depart for a competitor. On the other hand, tailoring your customer experiences to individual customers’ wants and needs leads to increased sales.
Let’s look at six practices businesses of any sizes can adopt to personalize customer service at scale with an AI Chatbot.