Africa-Press – South-Sudan. Traditionally, customer service revolves around the idea of waiting for a customer to encounter a problem, and you react by offering the required solution. Most businesses have adopted a reactive approach to customer service, where they respond to customer issues only after they have occurred.
In other words, a reactive approach requires the customer to reach out to the business first. So, how does this reactive approach happen? An example is when a customer communicates and presents the problem via the support and is told by the agent that his or her problem has been registered, and would be resolved in two business days. This is reactive customer service.
New approach
The modern approach is proactive customer service that tries to solve any attempt to anticipate disgruntlement among the customers. Why wait for a customer to get unhappy in the first place? Proactive customer service does not rely on a reactionary approach to a customer problem, better known as customer experience. Instead, it allows a business to solve customer issues even before they know about them. Businesses that offer proactive customer service attempt to anticipate possible challenges even before they occur. Through this approach, companies build proactive strategies to avoid customer issues. For example, a company that offers internet solutions would have other backup servers in case the main servers go down, to ensure there is business continuity even if the main servers go down.
Evidently, proactive customer service is superior as it helps your business to forge ahead, avoid avoidable issues, and offer a delightful experience. Proactive customer service allows you to be better prepared and well-equipped when it comes to managing your customers
These are some of the reasons why companies should take a proactive approach. They include the need to avoid turning minor problems into major pain points. When you take a proactive approach to customer service, you can catch minor problems before they turn into big, unavoidable pain points for your customers. For instance, natural calamities like heavy rainfall can lead to delays in product deliveries. In such a scenario, you can call your customers in advance and inform them about the same. Your customers will get the time to adjust their expectations and will be spared the bad experience.
Secondly, save the valuable time of your agents and customers when you anticipate customer problems and communicate with them on time. You will end up saving the valuable time and energy of your customers as well as service representatives. For instance, sharing the link to a self-help article can save your customers from registering an issue and subsequent time-consuming follow-ups. Your customers will be able to find the right help quickly, and your customer service representatives will have time to focus on other important tasks. Self-service is becoming very popular in ensuring complaints are reduced and customers are satisfied at the very first point of contact.
Lastly, build a loyal, proactive customer service because it is a great way to win the trust of your customers, retain them for a long time, and turn them into loyal brand ambassadors. When customers see that your business is eager to solve problems before they occur, they feel respected and valued. Anticipating and meeting customer needs will allow you to build loyalty through delightful customer experiences.
In conclusion, proactive support works on many different levels. It allows you to communicate effectively with your customers, impresses them with your ability to own mistakes and take initiative, and gives you a window into the overall satisfaction of your customers and how they perceive your service. By combining both proactive and reactive in your customer support, you can show your customers that you care about their experience and are a company that they can trust and invest in.
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