Brands That Hyper-Personalize Will Win The Next Decade
When people reach out to customer service, they’re seeking more than a solution to their immediate problem. They want empathy and understanding. What they’re often met with is a queue. Nothing frustrates people more than calling customer support and getting stuck in a loop. According to a study by Vonage, 61% of consumers feel interactive voice response (IVR) actively poisons the customer experience — and only 13% found it more helpful than calling a human directly. Like many solutions, IVR falls short in personalizing the customer experience (CX). A customer calls in for a specific task like paying a bill and instead cycles through a one-size-fits-all menu that in reality fits nobody. Experiences like this clearly indicate to customers a brand doesn’t care about them as a person, only as a case number. Personalizing the experience is a start, but this isn’t the end. Read more at TechCrunch.
