Use their name and company in the message Mention their last interaction or purchase Send messages at the right time, not randomly Offer solutions based on their past needs Use a friendly, human tone, not robotic Ask questions instead of just giving info Add a real team member’s name or photo

Incorporate messages that include dark secrets from their past that they hoped no one would uncover. The occasional skeleton in the closet will instantly bring a personalized touch to any interaction. Some examples include: -"We appreciate your call. As you wait for our next available operator, feel free to use this time to dwell on how Bobby passed away and the part you played in his death." -"Your call is more important to us than the child you abandoned for a life in acting." -"For account information, press one. For recent transactions, press two. To follow up on the senior citizens you've been embezzling money from, press three."

Ditch the Bot Voice & Speak Like a Human! Customers value authenticity over generic templates. Here’s how to make your automated responses feel personal: 1. Use Names and Context: Incorporate customer data (such as recent orders, location, and behavior) to customize replies. 2. Write Like You Speak: Use friendly, natural language instead of robotic scripts. Even automated responses should sound human. 3. Acknowledge and Follow Up: Auto-replies should recognize the issue and set clear expectations. Follow up with a real person afterward. 4. Smart Segmentation: Group users based on their behavior or needs. Personalized content leads to higher customer satisfaction.

Automation doesn't have to feel automated. Personalization is the difference between ignored and impactful. A mix of - AI. - Placeholder substition or template filling {company_name}. - Audience Segmentation (think Target) Use dynamic fields beyond just names reference recent purchases, location, or support history to make messages feel specific and relevant. Segment your audience by behavior or lifecycle stage. A returning customer shouldn’t get the same message as a first-time visitor. Inject human tone into your copy. Drop the corporate jargon and write like a real person warm, clear, and helpful. Brands that personalize automated messages see up to 122% higher CTRs compared to generic ones (Instapage, 2023).

The problem is not the generic message. it is just a symptom. The real challenge is a lack of a good communication strategy. The 5 why's are usually a good way to start thinking about this. Another way to reduce communication overload is to use the CRM's "opt out" or "opt in" features thus empowering the end user.

Use Smart Segmentation: Tailor messages to specific behaviors, preferences, and purchase history. Dynamic Fields: Go beyond first names reference past purchases, location, or support history. Conversational Tone: Write like a human, not a bot keep it warm, clear, and relatable. Behavior-Based Triggers: Send messages in response to real actions (e.g., cart abandonment, product views). A/B Test Content: Continuously test subject lines, tone, and message structure for engagement. Include Human Sign-Offs: Add real team member names and photos to boost authenticity.

I would use the customer’s name, reference their specific issue or recent interactions, and tailor the message tone to match their situation just like how I at Spectranet ensure follow-ups address the exact concern rather than generic replies, which helps build trust and shows we truly care.

Personalization goes beyond just using a first name, it’s about making customers feel seen. Reference past purchases, align with their preferences, and mirror their tone. Even small touches can turn a generic message into one that builds trust and connection.

From my experience in product management and customer service, I’ve seen how generic automated messages can frustrate customers instead of supporting them. That’s why I focus on personalizing responses—using the customer’s name, referencing their history with us, and offering solutions tailored to their specific needs. I also believe in following up personally after automated replies to ensure satisfaction and build trust. Striking the right balance between automation and a human touch is key to creating lasting customer relationships.

If your message sounds like it was written by a robot, don’t be surprised when real humans ignore it. In B2B, relationships are built on trust and it starts with relevance. I’ve seen it firsthand: a tailored message that sounds like you’ve done your homework opens more doors than the fanciest automation tool. What worked for me? Use the client’s context, reference a product they use or a challenge they face. Drop the template. Write like you talk. People connect with people, not scripts. Most underrated tip? Add a voice note or a short video. It changes everything. Whether in a field visit or a startup pitch, the same rule applies: If you don’t sound human, you won’t make it personal.