Importance of Proactive Customer Service Approach in Improving Customer Experience

You might have heard before that prevention is better than cure. The same thing applies to customer service. Wondering how? Well, most customers today (about 87%) expect to be proactively reached out to by brands for issues related to customer service. To be successful in this highly competitive business world, businesses must make the first move with the right approach, and take the required effort to make their customers happy. Unlike reactive support where the customer support department responds to issues of their customers that they are already facing, proactive customer service is focused on identifying and handling issues before they happen. With the help of the right combination of tools, strategy, and knowledge, businesses can solve any issues preventively. 

Why do businesses need to adopt a proactive service approach?

By adopting a proactive approach for customer service, a business is not only able to anticipate but also resolve the issue in the initial stage itself. By solving the issue at the earliest, organizations can avoid putting a lot of pressure on their support team. Taking the effort to proactively solve the customer’s issues indicates that you as a business are proactive and care about your customer’s problems even before they happen. Being able to identify and resolve any customer issues proactively leads to superior customer experiences and increased customer loyalty. 

Offering proactive customer support is important because in today’s time offering a faster response is the key aspect of superior customer service. More than 40% of customers expect companies to focus on fulfilling their requirements quickly. They want businesses to express a willingness to assist even before an issue occurs. Being proactive can help businesses on various levels such as: 

  • Improved customer satisfaction: Reaching out to customers when they need assistance helps businesses in achieving higher CSAT scores and creating more satisfied customers. 
  • Reduced number of support tickets: When businesses proactively approach customers, they can resolve customer issues before it becomes a bigger problem. This approach and timely service help greatly in reducing the number of support tickets. 
  • New customer acquisition: A proactive customer support method allows businesses to reach out to prospective customers easily and encourage them to become a part of their brand. 
  • Increased brand awareness: With a proactive customer support approach, businesses not only create happy customers but also encourage them to advocate your brand and generate brand awareness. Happy customers are more likely to refer your brand to their friends, family members, and colleagues. 

How to deliver proactive customer support?

In order to be proactive, a business needs to grasp the concept of proactive customer support. It is important to understand what exactly proactive customer support is. In simple words, proactive support is all about anticipating and identifying potential customer issues and addressing those issues proactively before they actually happen.

A proactive approach can be anything like:

  • Getting customer feedback
  • Joining forums to create information bases
  • Creating FAQs
  • Using live engagement tools
  • Making face-to-face meetings, etc. 

Key aspects of developing a proactive customer support strategy

To build a proactive customer support strategy, businesses must consider the below key aspects:

  • What matters most? It includes customers’ priorities. Businesses can identify customers’ priorities via customer-driven insights.
  • When does it matter? It means that at wherein the customer journey, a business can provide an answer or resolution before a question is asked or an issue arises. 
  • How can you solve it? It includes what channels or mediums you will use to provide proactive support and what impact will it have on your business. 

Tips to deliver a successful proactive customer support strategy

Here are some of the key tips and best practices that businesses must follow to deliver a successful proactive customer support strategy. Have a look:

  • Provide quick assistance with live chat: About 82% of customers want a fast response when asking a customer service query. Businesses can use live chat support to interact with their customers and offer them instant answers or support to resolve their queries. 
  • Use co-browsing to provide real-time assistance: About 46% of customers leave a website if they are not able to find what they are searching for. In such cases, businesses can help their customers quickly with co-browsing. It is simply a software-driven technology that helps in resolving customer issues by using their web browser. 
  • Provide support via Chatbots: To deliver a better customer experience and attain higher revenue, businesses must employ chatbots across their sales, support, and marketing departments. Businesses can use AI-powered chatbots for 24×7 support and real-time conversations with customers and increase engagement.
  • Provide real-time support via video chat: Another popular and trending way to provide real-time support is through visual engagement. By using video chat for real-time support, businesses can make their conversations more interactive, personalized, and delightful user experience. 
  • Create a self-service option: Many customers these days prefer using self-service options when they need an answer to their questions or doubts. About 51% of customers prefer technical support via a knowledge base. Therefore, businesses must create a knowledge base consisting of information about the company, products/services, or anything that customers are interested in. 
  • Develop an omnichannel customer service strategy: Today’s customers like to choose their own preferred channel to connect with brands. Businesses must allow customers to reach out to them via any channel of their choice like phone, social media, text messaging, etc. 
  • Collect customers for feedback: Another effective way to create a proactive customer support strategy is to collect customer feedback. Taking feedback will help in knowing what exactly customers want, their expectations, how they want a service to be delivered, etc.

Considering all the above-mentioned points can help businesses in developing a successful proactive customer service strategy. With a successful proactive approach, businesses can deliver outstanding customer service, increase customer loyalty, and generate better revenue.

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