6 Ways Your Phone System Can Personalize Your Customer Experience

Steph SmithLast updated on January 2, 2024
5 min

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Happy customers are critical to business success. Key to building strong customer relationships is providing a highly personalized customer experience where each individual feels listened to and engaged with—not just another sales or support ticket. 

But when it comes to making this a reality, where do you start? Well, a good place is your business phone system. 

6 Ways Your Phone System Can Deliver Personalized Customer Experiences

Integral to personalization efforts—and a great foundation for delivering better customer service—an effective business phone system can deliver plenty of features that enable you to put your customers first. 

Aircall, for instance, offers everything from tailored call routing and personalized greetings to contextual call notes and integrations—all designed to empower seamless data sharing and personalization.

Below we explore six ways your phone system features can deliver personalized customer experiences capable of driving business success.

1. Instantly getting people to the right place

Call routing is instrumental to any business phone system, ensuring customers are always connected with the most relevant teams and agents. This is vital when it comes to keeping customers happy, as it ensures they’re connected to those agents with the knowledge and experience to answer their questions quickly and efficiently. 

Aircall’s Call Routing Software provides plenty of features when it comes to tailored call routing, including a visual, no-code editor that makes it easy to create inbound call flows that can be updated in real-time from the Aircall Dashboard. From here, you can easily create simple or multi-level IVR trees to reduce handling times. Time-based routing meanwhile lets you customize call flows based on your team’s vacations, peak hours, and downtime. 

Further, Aircall’s new Smartflows feature delivers a more dynamic and interactive call routing experience—creating a more intuitive way to build and manage call flows. Not to mention the ability to add widgets like audio messages, voicemails, time rules, and hold music so you can build a flow that clicks with your customers.

 “By setting up basic call routing rules, we can decrease response time and do a better job at qualifying leads. Our SDR team is on a shared line, and our AEs all have private lines, so we can tailor the customer experience based on where they’re at in the sales process and what they need.” 
— Jordan Disraeli, Head of Sales Operations and Enablement, Doorstead

2. Knowing your customers inside and out

It’s key that your customers feel valued, and that starts with knowing who they are. Being able to access their details before picking up the phone enables you to be prepared to deal with the call as efficiently as possible. 

Aircall provides caller information displayed in the form of Insight Cards, including details such as the account owner, the deal size, the last order amount, and delivery status. That means your customer isn’t left waiting while agents spend time looking for details. Insight Cards let your agents see a detailed profile of your prospect or customer in one single click, meaning all the relevant information is at their fingertips. 

“When a new call starts, Insight Cards give you the information you need, and you can instantly follow a link directly to the HubSpot account. Zoom Phone lacked this ability, and our average call time shot up to eight minutes. With Aircall, we cut that back to around two minutes—a fantastic boost to our efficiency.”
— Diana Follette, Director of Patient Success, Leafwell

3. Hitting the right note from the start

Having customer details at the ready isn’t the only way you can make your customers feel valued. Phone and communication platforms such as Aircall offer personalized voicemail greetings that go above and beyond to make your customers feel special—even when you can’t pick up the phone.

In a world where it only takes seven seconds for somebody to form an opinion about you and your company, it’s important to set the right tone from the beginning. Customers will no doubt understand if you don’t offer a 24/7 service, but what’s important is using voicemails to ensure they provide all the information they need, even when you’re closed. This means saying hello, sharing opening hours, explaining why your agents can’t take the call, sharing answers to FAQs, asking them to leave a message, and thanking them for calling. 

Phone and communication platforms such as Aircall even let you customize music options when your customers are on hold, so consider adding a track that will resonate with both them and your business 

“Having the team record the IVRs and holding a competition to see who could produce a track for our hold music was a great way to add that extra personal touch, and build a sense of fun, creativity, and engagement into the work we do.”
— Christoph Eilers, Project Manager, Swapfiets

4. Context is king

When it comes to customer engagement, context is everything. Your agents need to know the best approach to deal with each and every customer, and contextual call notes mean your sales and support teams have everything they need. 

Features such as Aircall’s After Call Work make it possible to tag, assign, and take notes during calls, with each and every contact assigned detailed context after every conversation. This enables agents to tie up key details from previous calls before moving on to the next. 

Most importantly, it means customers won’t have to repeat themselves, which is not only a drain on everyone’s time but also shows a lack of organization and care. 

“We sync calls and data during and after phone calls. The integration also automatically pulls a client’s name, contact information, and company details! When they call we can now answer based on who they are and why they are calling.”
— Mortimer Smith, Sales Development Manager, Plecto

5. Integrating to innovate

It’s clear that data is at the heart of every personalized customer experience, and that’s why integrations are so important. After all, your customer service and sales reps simply don’t have time to switch between multiple platforms when they’re talking to customers or prospects. 

It’s far easier to provide the perfect personalized customer experience if your agents have all the relevant information in the right place, without any information silos that can result in mistakes. This is where Aircall’s 100+ integrations make a key difference. 

Aircall provides seamless integration with the world’s most popular CRM and help desk software, including ActiveCampaign, Salesforce, and HubSpot so your customer-facing teams can access customer information within seconds.

“A business phone system should do more than just call. This is what Aircall does for us. The ease of the integration with Salesforce and other systems is why we think this Aircall is so great.”
— Genesis Garcia, Partner Manager, Plecto

6. Meeting your customers (and employees) where they are

An omnichannel strategy is a no-brainer for businesses looking to appease all customer types, and Aircall can help when it comes to tailoring yours, using channels such as SMS and MMS to personalize the customer experience and meet your customers wherever they are. 

This flexibility is equally important for your employees too. With an increasing number of businesses embracing hybrid and remote working, your customer-facing teams may work from different offices, locations, or even countries. But features such as call routing, personalized greetings and voicemails, and contextual call notes can keep your team working as one and connected to the most up-to-date information.

Beyond information sharing, Aircall also empowers your team to work better remotely with features such as warm transfer that enables agents to give context to one another before transferring live calls.

“The transfer function is slick and keeps things moving. We can have a caller that needs to be transferred to a different team or we might need to initiate a conference call while they’re on the line. All with one click.”
— Daniel Prescott, Head of Customer Operations, Superscript

Harnessing the Power of Personalization

Businesses today can’t afford to underestimate the value of a personalized customer experience in delivering success. A phone and communication platform like Aircall can be instrumental in providing both team and user experiences that tap into greater levels of personalization.

How you implement a truly personalized customer experience will no doubt remain unique to your business, but Aircall’s comprehensive range of features is adaptable to these and can guarantee that however much your customers differ—the one mainstay is how personal your customer experience is to them.

Interested in seeing how Aircall can deliver personalized experiences for you and your customers? Put it to the test today

Published on August 30, 2023.

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