Find out how to create more meaningful digital interactions, building customer loyalty and improving engagement through personalized online communication.

These days, businesses and customers spend a lot of time using online channels – email, social media, or any other web communication. There is no doubt that this development has improved speed and ease of doing business; however, people do experience some form of disconnection. This is especially true for companies that depend on nurturing relationships with their customers and partners for survival who seek to add a personal element in their online interactions.

If you want to get a little closer to your online customers without burning out, there are five simple strategies to make your virtual interactions a bit more personal.

1. Personalize Your Communication At the core of any relationship is the feeling of being recognized and valued. Generic messages, while easy to send in bulk, often fail to establish a connection. Personalization can turn a cold interaction into a warm exchange that builds rapport.

Solutions, such as Customer Relationship Management (CRM) systems, facilitate the recording of customer likes and dislikes and make it easier to personalize products. This can be accomplished using the CRM, which effectively divides the client into subgroups and allows targeting with direct communications with specific content, messages, or offers.

1. Leverage Video Communication One disadvantage of using text only is the absence of non-verbal communication that is very much needed when cultivating relationships. In contrast, video communication technology is an extra benefit that enhances text-based communication.

Rather than composing lengthy email or text messages, you may want to share a simple video message. Loom, Vidyard, and BombBomb allow you to record customized video messages so that the client can actually see and hear you. This is especially useful when answering any customer questions or explaining the advantages of a certain product.

1. Respond Promptly and Thoughtfully One way to add a personal touch is through your response time. No one likes to feel ignored, especially online where immediacy is expected. A prompt response shows that you value the other person’s time and are attentive to their needs.

But timeliness isn’t everything—thoughtfulness matters too. Instead of sending off a quick, generic reply, take the time to provide a thoughtful, personalized response. This might involve addressing specific concerns, providing relevant recommendations, or simply acknowledging their situation.

For example, if a customer reaches out with a question about a product, don’t just copy and paste a template response. Tailor your reply based on the customer’s needs and interests. Even a brief sentence like, “I remember you mentioned you were interested in X, so I think Y might be a great fit,” goes a long way in making them feel personally catered to.

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