What exactly is Contextual Customer Service?

Contextual customer service is the latest buzzword for customer service reps and it’s. emerging as a key customer service differentiator that can help companies to better serve their customers. Whether you are the biggest retailer in the world or an emerging boutique or mom & pop store, contextual technology can help facilitate more customized, nuanced customer service.

In this article, we will highlight the key factors that can help companies to offer contextual customer service. The efforts made in improving contextualization is worth in the end as it will provide great benefits to the company in terms of improved customer loyalty and profitability.

Key Factors for Contextual Customer Service

Multiple Contact Points

Contextual Customer ServiceContextual customer service refers to the process of providing exceptional service through multiple support channels. Apart from providing content, the marketing team should consider the journey of the customers. These days most customers search online, read online reviews and ask people on their social media network about the experience they had while using a certain product or service.

In order to resolve customers’ queries, companies should provide service through customer portals. These portals should be integrated into the website and the social media page. You should to engage the customers through the entire journey from when they first hear about the product to when they assess the solution and then make a purchase. The customer service should connect with customers at multiple contact points helping them to make a wise purchase decision.

Mobile Friendly Customer Service

We’re currently living in a new era of mobile technology. More than 80 percent of the internet users use mobile devices to go online. With that in mind, It’s important that companies focus on delivering exceptional and contextual content through responsive, mobile-friendly sites  for smooth customer experience. Google also rewards websites that focus on making a positive experience for mobile users.

Adopt Omnichannel Approach

Omnichannel refers to marketing the goods through varied, yet strategic media placement. It is one of the key criteria to implement contextual marketing. A visitor to the website should be able to communicate with the customer service personnel. It’s important that the company communicate with the customers using live chat software, email and social media sites such as Twitter, Facebook, Google+ and much more.


Contextual marketing is all about tailoring content to create a unified experience for all customers. Companies should focus on creating a digital experience that is a cut above the rest. Customers these days expect companies to cater to their needs through multiple channels. In this context, using customer service software can prove invaluable.

Quality customer service software feature live chat and mobile integration. They also allow customer service representatives to collaborate with each other. Improved collaboration between the team members results in enhanced customer service. The end result is improved customer satisfaction that greatly benefiting the company. Providing contextual customer service will make a positive impact on the bottom line of the company.