3. Designate red carpet treatment for your VIPs
One of the perks of digital omnichannel is your ability to identify and serve your VIPs wherever and whenever they come calling (i.e. on any channel).
Your VIPs are your company’s most important customers, as defined by you. You might give VIP status to business partners, A-list prospects that match your ICP (Ideal Customer Profile), big spenders, influencers, and certain upset customers (such as ones who have previously flamed your brand on a public platform). Click the link for a list of the profiles that every company should consider making VIP.
Once you have identified your most valuable VIPs and tagged them in your CRM, use your digital omnichannel platform to design a consistent red-carpet treatment for them. Here are some of the ways that you can give your VIPs the customer experience they require:
Designate an account manager
79 percent of business buyers say it’s critical to interact with a salesperson who is a trusted advisor and adds value to their business — not just any old sales rep. By giving top-tier VIPs a direct line of communication to their respective salespeople and account managers, you can boost conversions while also increasing the quality of your online relationship.
Offer proactive white-glove assistance
Don’t miss out on an opportunity to help a VIP that is visiting your website. Extend exclusive care by offering your support before they even ask. With proactive chat, companies can automate messages that align with each customer’s situation and engage them when they need it most. By coupling proactive assistance and personalization, you will create a truly VIP experience. (For example, if a high-profile banking client comes on, a message can automatically be sent to them saying “Hi [Salutation] [Last Name], how can I help you today?”)
Provide audio and video chat
Like any great relationship, face time is key to developing trust and rapport with your customers and prospects. Switching the live chat to an audio or video call (all within the same browser) can help you build a closer relationship with your VIPs and troubleshoot queries faster. It’s also cheaper for your organization than a phone call and better for your VIPs too, especially if they are contacting you internationally!
Audio and video chat is made easy using Comm100 to provide a personalized experience and often faster resolution.