What are some strategies for delivering proactive customer support?
strategies for delivering
In a world where customer expectations are constantly rising, traditional reactive support may no longer be enough to satisfy the needs of consumers. Therefore, adopting proactive customer support strategies is no longer an option but a necessity for businesses. Anticipating and resolving issues before they arise not only reduces customer frustration but also cultivates a sense of trust and reliability in the brand.
What is proactive customer support?
Proactive customer support is an approach where you make the first move by anticipating customer needs or problems in advance and providing them with timely assistance and solutions.
How to deliver proactive customer support: Best strategies
Let’s hover over some strategic ways to implement proactive customer service for your business.
Know your customers and the journey
The most basic advice but an important one is to get to know your customer-what are their pain points and expectations. The insights gathered from this strategy could form the base for proactive support implementation.
To do this:
- Analyze their queries on social media, forums, and support channels
- Identify common customer problems
Familiarize yourself with the customer journey for your business and identify important moments in the journey where they might need support. You can proactively intervene at that stage to help them.
Gather continuous feedback
To identify common customer concerns, collecting feedback at regular intervals is a top-notch strategy.
To gather feedback, you can:
- Use feedback forms on your website or app that pop ups after certain customer actions
- Send survey forms to customers
- Interview a certain set of customer
From the survey data, you can have emerging customer trends and can see common customer concerns.
If any customer has rated low for CSAT or NPS, you can immediately follow up to uncover the reasons, apologize and make up with them.
Empower agents
Ensure your support agents have access to resources and are best trained to proactively help customers.
For this:
- Set up an internal knowledge base or communication channel
- Provide ongoing training to agents
Build a resource center
Getting aware of common customer pain points isn’t enough, you need to create resources that help in proactive resolution.
For creating a resource center, the chronology could be:
- Identify common customer queries and pain points
- Determine the most effective solution
- Leverage your in-house expertise to create a resource in the best format
The resource could be in the form of articles, FAQs, video tutorials, or a knowledge base.
Conclusion
Integrating proactive customer support strategies is an investment that pays off with increased customer satisfaction, retention, and positive word-of-mouth. As businesses continue to evolve, those that prioritize anticipating and exceeding customer needs will undoubtedly pave the way for enduring success in the dynamic marketplace.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.