8 Best Ways to Provide Proactive Customer Service

8 Best Ways to Provide Proactive Customer Service
8 Best Ways to Provide Proactive Customer Service

Today’s changing marketplace and rapid globalization are posing tough challenges for companies. To continue to retain their edge, many organizations are transitioning from a product-sales strategy to a holistic marketing and customer service culture.

Customer expectations have increased with the information deluge and customer intolerance too has spiked because of that. It is, therefore, more important than ever to build strong customer relationships. Offering proactive customer service by informing, engaging, and energizing customers is the cornerstone of such a process.

Furthermore, contrary to popular belief, the ROI due to proactive customer service far outweighs the costs involved in providing it. According to research, companies that offer proactive service show improved customer retention rates by around 5%, which increases with time.  

Difference between Proactive and Reactive Customer Service

Numerous organizations still practice reactive customer support, mainly because such companies are ignorant of the possibilities in a proactive approach. In reactive customer service, companies respond to problems after they arise and after the customer reports them. Reactive customer service waits for customers to contact the company and ask questions; such companies usually get negative customer service feedback. Brand loyalty is negatively impacted; almost all inbound calls are complaints (not product enquirer)and there is seldom a two-way communication between the company and the customer.

On the other hand, proactive customer service means contacting the customer to seek feedback, monitoring customer behavior for possible problems, and rewarding customers for loyalty and referrals. In other words, it is at the core of building robust customer relationships and delighting customers. Proactive customer service also helps in pre-empting problems, thus paving the way for a seamless, exhilarating customer experience that leads to increased respect for the brand.

Importance of Proactive Customer Service

The market is increasingly developing into a buyer’s one, across the world. In such a market, it is the customer and not the company, that decides whether the company is customer-centric or not. Therefore, listening to the customer is crucial, and a proactive customer service is the company’s best eyes and ears in this regard.  Practicing proactive customer service offers the following benefits:

    • Fosters Customer Loyalty:

      Proactive customer service has a positive impact on customer retention. Customers prefer a company that interacts with them regularly, not just for sales.

    • Reduces Inbound Calls:

      Proactive customer service plays a significant role in reducing support calls. A proactive approach helps in identifying problems and finding suitable solutions before things escalate or spread out of control.

    • Controls Brand Speak:

      Monitoring social media and the Internet can reveal the respect, love, or dissatisfaction that people have for your brand. A careful and proactive approach can help companies understand the reasons for this; it can help them improve product features, identify new opportunities, and boost customer satisfaction.

    • Improves Conversions:

      A significant number of enquirers, referrals, and opportunities to provide customized communication often go unnoticed if the company is reactive. On the other hand, a proactive approach can help you latch on to such conversion opportunities and make the best of them.

    • Facilitates Customized Service:

      Proactive customer service helps in identifying customer needs and interest in increasing purchases from the company. This will enable businesses to provide personalized customer experiences, promotions, and offers to their patrons.

    • Drives Customer Satisfaction:

      Customer expectations are propelling to new heights and avoiding disappointment through proactive customer service can help retain customers and increase top-line revenue.

    • Boost Brand Awareness:

      A proactive customer service often leads to great reviews on social media and review websites. Higher number of followers and low retention mean more business and more ambassadors for your brand.

8 Best Ways to Provide Proactive Customer Service

Shifting from a reactive to a proactive strategy does not have to be difficult or expensive. There are several ways businesses can be proactive in providing customer service without major changes in infrastructure or investments.

    1. Offer Different Channels to Communicate:

      Listening to your customer is crucial in proactive customer service and this is the first rule for a more collaborative conversation between a company and a customer. Offer your customers as many possible ways to contact you as possible. It could be a call center, SMS, email, online chat, postal address or through social media.

    2. Website:

      Make sure there is an updated page on FAQs about your product or service that answers questions usually asked by your customers. Additionally, make sure your website is navigable, responsive,  secure and aims at UID.

    3. Notify Glitches Quickly:

      Honesty and transparency are pivotal in a proactive customer service strategy. If there is a mistake or a glitch, make sure it is admitted and notified to affected customers as soon as possible. Hiding or ignoring a problem can only be an invitation to a disaster in this hyper-connected world of trolls.

    4. Proactive Live chat:

      Customers usually come to a website to look for some information and it is unpleasant if they cannot find what they are looking for. A live chat can be a useful tool to get prospective and existing customers resolve their doubts immediately.
      One of Forrester’s top trends for 2015 indicated  that organizations would explore proactive engagement, including through proactive chat, offers, and content to answer queries of the customer.

    5. Self-Service: 

      Forrester also predicted that the new generation customer prefers self-service over speaking with call center agents. According to an eConsultancy survey, 51% of customers prefer to find answers to their problems by themselves.
      It is clear that providing easy and lucid information to customers helps in providing pro-active customer service. This also helps reduce call tickets and customer queues in call centers.

    6. Conduct Regular Surveys and Polls: 

      Surveys and polls play a key role in helping your business to  understand your customers and focus on their needs. These tools also provide ways to explore different opportunities and tackle challenges that pop up with evolving customer needs.

    7. Track Social Media: 

      Social media has become an important touch point for customers, and it should be monitored carefully for any praise or complaints by them and acted upon promptly. It is also important to counter trolls on social media to preserve brand strength and popularity.

    8. Seek Post-Sales Feedback:

      Finally, post-sales support is a great customer service opportunity. A telephone call or an email seeking feedback on the buying or payment or enquiry process can go a long way in creating a positive customer support experience. It also helps resolve customer complaints quickly and effectively.

A proactive approach to customer service could prove to be a differentiation for the business. Quality customer care  enhances a brand’s value in the customers’ eyes and strengthen the relationship with them. 

For more information on how Invensis Technologies will effectively manage your Customer Service requirement through Multi-Channel Contact Center Outsourcing Services, please contact our team on US +1-302-261-9036; UK +44-203-411-0183; AUS +61-3-8820-5183; IND +91-80-4115-5233; or write to us at sales {at} invensis {dot} net

Last Updated on August 20, 2020


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