Personalized customer service, and a personalized customer experience, means that a business 1) knows its customers and their needs, and 2) is willing and able to provide them as efficiently as possible. This is sometimes called personalization at scale: where software solutions help provide the context necessary for assisting customers in need or pointing them efficiently to what they want. Data provided by these solutions allows teams to follow the customer journey and make more personalized recommendations for items of interest. This could mean knowing whether the customer already bought a shower curtain and ensuring it isn’t offered up as something they might want.
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