Do you remember door-to-door marketing?
A few decades back, door-to-door marketing was the most common method of marketing products. Back then, creating an excellent customer experience only meant delivering a great product and walking the customer through its installation. However, today, the advent of the internet, social media, and digital channels have changed the way users interact with brands.
It is easy to connect with customers, but it is also easier for customers to gain a better experience with a competitor. Hence, we are expected to optimize and personalize every aspect of the user journey. It is not only about the product, but it is also about the experience that a customer gains with a brand. This includes enhanced website graphics, content, valuable information, personalized lead conversion funnel, personalized support, etc.
Take live chat for WordPress, for example. According to statistics, 51% of users are willing to buy again or stay connected to an organization that offers live chat support.
This is because live chat for WordPress creates a personalized customer experience through data insights and user activity monitoring.
Wouldn’t you want to make a difference and deliver 100% customer satisfaction?
5 Ways to Personalize Customer Experience
A personalized approach to offering superior customer experience allows the customer to feel a connection with the brand. This connection makes the customer feel valued, which drives recurring purchases, increases user loyalty and improves customer satisfaction.
Below we have explained a few methods to personalize the customer experience.
1. Live Chat for WordPress
Customers expect real-time, immediate response to their queries and email/phone calls are just not fast enough. However, you can add live chat to WordPress to create a pathway for instant user support on the website itself. All you have do is utilize a WordPress live chat plugin to resolve user queries, capture new leads, and boost user engagement.
Further, if you add live chat to WordPress, you can track user tickets, analyze queries, and evaluate relevant responses based on previous data. Apart from this real-time monitoring, adding live chat to WordPress enables post-chat feedback after the interaction.
2. Product Recommendation
We have all utilized websites or e-commerce sites that offer personalized product recommendations to users based on previous search histories and purchases. These recommendations help the user to find what they are looking for sooner than later.
You can enhance the impact of product recommendations by adding personalized sections to the feed, such as recently ordered product, most rated products, most purchased products, etc.
If a customer can find the product in fewer clicks, you are saving users’ time, thus, increasing the experience in the process.
3. Customer Relationship Management
Customer relationship management or a CRM plugin to personalize customer experience helps you track your customer service efforts and its outcome.
However, it is necessary to select the right CRM plugin as it helps you understand your customers. With the right in-built CRM plugin, you can understand the location, choices, purchases, and searches of your users. Having all this information allows customer service teams to create personalized offers for enhanced customer outreach and retention.
You can integrate other plugins to personalize the customer experience with your CRM platform. Among various options, you can integrate a live chat plugin with your CRM platform. It will help you to automate the data capture process, thus helping your operators to avoid the manual work.
4. Internal Search
Most of the time, the internal search service of WordPress doesn’t offer the desired results. However, the search everything plugin can make a difference. It enhances the search functionality of any WordPress page without modifying the template. You can utilize this plugin and configure it to attachments, pages, excerpts, comments, drafts, tags, and custom field data. Further, you can select the taxonomies that you are willing to include in the searches of your WordPress website.
For example, if you have three pages for lead generation such as thank you page, confirmation page, etc., you can exclude these pages from the search. This would offer reliable searches that can provide value to users.
5. Dynamic Sidebars
When you have to implement a large number of widgets for specific functions, you can utilize the content-aware sidebar plugin. Instead of explicitly selecting when to display a particular widget, this plugin helps in creating custom sidebars. Based on the content that the user is viewing, this sidebar modifies, adjusts, and changes.
This plugin is set up such that it can boost your SEO, optimize your conversion rates, and upsell your products through relevant sidebars.
Start Personalizing Now
Encouraging word-of-mouth marketing and increasing the number of happy customers is not a cake-walk. With enhanced user requirements and advanced technology, it is optimal to add a hint of personal touch to several sections of your website. This touch increases user engagement, which leads to better customer experience and finally, a high retention rate. Just select the right plugins and optimize your website for reliable and hassle-free user support.