It makes perfect sense - If a customer has a great experience, they are more likely to be happy. Proactive service requires a fundamental change in the way customer service is viewed in your business. In fact, research finds that 60% of business problems can be attributed to poor communication. Uber’s data breach is the perfect example here. Traditional customer service skills like a positive attitude and good communication are …, According to our own research, we found that 70% of SaaS companies are not measuring these 3…. So, even though actively listening may be a challenge, it’s critical to providing a great customer service experience. That’s why to build better customer trust, it’s crucial that companies be proactive—not just reactive—with their customer care. It requires a clear, thoughtful strategy which reflects the needs of customers and of the business. (In fact, having to contact customer support for the same reason multiple times is the most frustrating aspect to consumers). Steven Macdonald is a digital marketer based in Tallinn, Estonia. Being proactive builds your personal brand and reputation at work. The above aren’t the only ways to be proactive in serving your customers but they are the best starting point to start taking support initiative. There are several advanced features a live chat offers. Know your customers • Tailor your service approach to there needs & buying habits • Get to the root of customer dissatisfaction by talking to people and understanding complaints 4. SuperOffice AS (HQ), And, by being proactive, you’re providing customers with those little moments of delight that may make all the difference in your company-customer relationship. Predictive Analytics Will Power Offers, Decisions, And Connections. Scribd will begin operating the SlideShare business on December 1, 2020 A study by inContact found that consumers were generally positive with proactive service. These four factors have the biggest influence on the customer experience. By turning your customers into advocates for your brand, it becomes a marketing tool that drives new business. Servicing the Retail Customer 11/18/20 1 The Concept of Customer Service “ Customer service is a task, other than proactive selling, that involves And while contacting customer service by phone remains the most-used customer service channel at 88%; but self-service is a close second. The following are illustrative examples of proactive strategies and behavior. Learn solid tips on how to be proactive at work to help propel you further in your career. It lets you reach to the website visitors for offering instant help even before they ask a question. As you might have guessed, that image probably was not 100% historically accurate. Luckily, many important skills can be learned and refined with practice. A lot! Customers don’t mind being contacted by companies proactively. See our User Agreement and Privacy Policy. Here’s how proactive support can benefit your business. To begin with, you need to do these two things: Putting your customers first will increase your brand’s reputation and ultimately, your bottom line – As 60% of brands report an increase of sales when improving customer service. Are you proactive in the support you deliver? The WRONG way: Covering up service issues. Proactive customer service sends the message that you care about your customers and their experience above and beyond the traditional purchasing process. So, you can take initiative from these points in order to increase loyalty and revenue. But, it’s something that we, as business owners, can all improve upon and it is the one thing we can always do better than the competition. Proactive customer service refers to preventative strategies taken by companies in an attempt to avoid customer service issues. However, none of these things is the same as being proactive--and proactive behavior predicted success even more highly. Personalized: Good customer service always starts with a human touch. In the past I’ve written about proactive customer service. proactive measure predicted sales success even above and beyond these other variables. It can either remedy them in advance or design service resources such that, when the question does arise, the customer is presented with the answer without needing to contact the company. For example, sending an email to a customer 30 days prior to their subscription renewal and offering a 5% discount to thank them for their business is likely to result in the customer staying with your business - And it also means that they don’t have to call or email you, which will increase their satisfaction. I agree with you, Steven. In fact, research finds that 60% of business problems can be attributed to poor communication. So, when Forrester Research announced their top trends for customer service, everyone involved in customer service was listening to what was being shared. As you can see, the difference between proactive and reactive customer service is clear. It’s very rarely OK. It’s almost like a love/ hate relationship. Here I would like to add one point : adding live chat on your website. A proactive approach is any self-initiated action that prepares to handle the future. Better User and better customer trust, it ’ s how proactive support core and. With proactive service requires a fundamental change in the past I ’ ve six!: good customer service, we 've just listed 9 benefits of using live chat offers and involves pre-planning outlines... About you online, you can take initiative from these points in to! 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