B2B Market

Description

Customized service is any service that’s tailored to the needs of individual customers.

The math is simple – if the service better fits their needs, you’ll be more successful in service, sales and retention.

The phrase “customized service” is used in two ways.

Sometimes it’s used interchangeably with personalized service .

When that’s the case, we’re talking about altering your service based on what *you* know about that customer’s needs.

Here are three examples of that in the contact center:

• When a customer calls your contact center, your routing system  recognizes their location and sends them to a relevant agent.

• A customer calls, and your IVR system  notices they have an outstanding order. The system provides them with order status updates.

• You notice that customers who buy a particular service often contact you with a specific question. You proactively send this segment of customers a message explaining the issue.

In each of these examples, you’re using something you know about the customer to provide a unique service experience.