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Personalization Is the Key to Success, Here’s Why

Personalization Is the Key to Success, Here’s Why

monsterid
By Boaz Amidor

I just love getting a haircut at my local barber shop.

 

Why?

 

• The employees know my name, and they greet me when I enter the shop.

• My barber knows my preferred hairstyle, so I don’t have to explain what I want.

• The receptionist knows I like mint tea, so he makes me a cup when he sees me.

 

Think about it…

 

Not having to explain my hairstyle every time is nice, but it also feels really good to be remembered and treated with a personal touch.

 

In business, this personal touch goes a long way. When I experience it as a customer, I tip, I return as a repeat customer, and I recommend the service to my friends.

 

The Online Experience, Personalized!

 

When it comes to using software and websites, this type of personal touch is much harder to achieve. Such level of personalization can only be obtained with the help of specialized data analysis systems.

 

With this in mind, it is no wonder that when we use a new software or make an online purchase, our online experience tends to be dull and impersonal. It is not that managers and executives don’t understand the importance of personalization.

 

Most executives I talk to are well aware of the benefits of enhanced user experience and personalization. When these executives envision personalized online communication, they see unique messages that are served to specific users at the right time, in the right sequence and with the right context.

 

Until recently, these capabilities were not in the reach of most companies, and very few organizations like Amazon, Netflix and TripAdvisor could utilize them effectively at scale.

 

Enter the World of Personalization Engines

 

Thanks to powerful personalization engines, more businesses and organizations can now reap the benefits of true 1-to-1 online communication at scale.

 

At WalkMe, the enterprise-level guidance and engagement platform, we help some of the world’s largest organizations to make their websites and software more simple to use.

 

Our onscreen, step-by-step contextual guidance helps employees and customers complete any online task, effortlessly.

 

Now, with our new and improved personalization engine, our customers see more user engagement, product adoption and sales.

 

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Let’s look at a few examples:

 

Banking and Financial Institutes

 

A bank, which uses WalkMe to help customers complete tasks more easily on its online banking portal, wanted to encourage customers to invest in CDs and stock market portfolios.

 

To make the experience more personalized and drive customers to action, WalkMe now displays a popup module (aka ShoutOut) when a user logs in to the online banking environment.

 

WalkMe’s personalization engine displays the customer’s name and account balance in the popup, and below the balance it presents the customer with investment options that are hyper relevant to that user.

 

Hi Brian!

 

We noticed that your current balance is: $455,392

 

• Learn about our savings plans

• Learn how you can build an investment portfolio

 

SaaS Providers

 

A software company, which uses WalkMe to onboard new users successfully, wanted to encourage more trial users to upgrade to a paid account.

 

To make the experience more personalized and drive customer to action, WalkMe now displays a ShoutOut when a trial user logs into the system.

 

Then, WalkMe’s personalization engine displays the customer’s name in the ShoutOut, along with calls to action that drive trial users to upgrade their accounts.

 

Hi John! You have 5 days left for your trial

 

• See how company X doubled their revenue using our solution

• Upgrade to Pro now and enjoy a 50% discount for your first year

 

Inside Sales Department in a Large Corporation

 

A large corporation, which uses WalkMe to train new sales reps on Salesforce, wanted to accelerate the time it takes new sales reps to get to full competence.

 

To make the experience more personalized and give employees the right resources, WalkMe now displays a ShoutOut when an employee logs into the Salesforce environment.

 

Then, WalkMe’s personalization engine identifies the the user role (Sales in this case). It displays the employee’s name in the ShoutOut, along with relevant recommendations for step-by-step Walk-Thrus that the user can complete in order to build competence.

 

Hi Katie!

 

We can see you’re from Sales. To familiarize yourself with Salesforce more quickly, go through these tasks:

 

• See how to create a new lead • See how to create a pricebook

• Click here to go through the full Salesforce training

 

As you can see, WalkMe identifies users before they interact with the system. Then, WalkMe presents data and content that are specifically tailored to that user’s roles, needs and preferences.

 

By doing so, WalkMe successfully personalizes the user experience and delivers measurable, rock-solid results.

 

Want to know more about WalkMe? You can try it here for free.

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Boaz Amidor
Head of Corporate and Marketing Communications at WalkMe and Contributing Author to WalkMe Blog