Company leaders discussing neuromarketing techniques
Now that you know why it’s worth using neuromarketing in customer service, it’s time to learn how to implement it in your company’s contact center. Check it out!
1. Study neuromarketing techniques
Neuromarketing is a very broad area of knowledge. Therefore, contact center leaders will need to study the main techniques and then plan their implementation, such as:
color psychology;
mental triggers;
storytelling.
For example, fast-food chains mostly use yellow and red in theirbrazil mobile phone number list logos. McDonald's, Burger King, among others. Do you know why? These are colors that attract attention and awaken a sense of urgency in the public.
In other words, colors work very well in a business of this type. They stimulate people's appetite to stop whatever they are doing and go eat something quickly.
In customer service, several colors work very well, such as blue and black. The former conveys an air of trust, while the latter lends seriousness to the representative's communication.
2. Train the teams
After leaders study and define the neuromarketing techniques that will be used, customer service teams must be trained to fully master them.
Only then will representatives be able to correctly apply the principles of the area of knowledge in interactions with leads and customers. In other words, take advantage of neuromarketing to optimize the contact center.
The training process must be based on theoretical and practical classes. The analytical eye to read consumers’ emotions and adapt their communication, for example, is something that only comes on the “battlefield.”
3. Write good scripts
Especially in the beginning, providing good scripts will be of great help to employees. During the learning phase, teams will rely on a step-by-step guide to apply neuromarketing knowledge.
But don't worry. The script shouldn't be rigid at all. It should only serve as a guide so that the representative doesn't get lost during the conversation regarding the consumer's emotions and behaviors.
A good script needs to have a checklist of the main analysis points, as well as keywords or phrases that generate trust, security and empathy in different contexts.
4. Use technology
Certainly, having technological solutions in the contact center facilitates the implementation of neuromarketing. Ideally, the company's information should be centralized, for example.
It is also important that the communication channels used are integrated into the same system: telephone, email, real-time chat, SMS , among other options.
Ligou.me's cloud-based CRM is an example of this. It has a complete ecosystem of tools so that your teams can access important customer service insights at any time. Find out more now!
5. Do A/B testing
Last but not least, A/B test your neuromarketing implementation. To achieve good results, the techniques need to be evaluated and adjusted all the time.
So, test and compare different scripts, communication approaches, and emotional triggers. Then, see what should be discarded and what works best in practice.