Why Your Company Needs Proactive Customer Service
For some business good customer service is measured by how they respond to problems after they arise. Purely reactive customer service is a thing of the past. Nowadays customers already expect reactive customer service. If you really want to set yourself apart from your competitors; your business needs to implement a proactive customer service strategy.
When used appropriately, customer service will significantly increase the lifetime value of a customer. But how do you transition your customer service from purely reactive to being proactive?
Why Proactive Customer Service
A study by Enkata found how pre-emptive service can reduce call volumes by as much as 30% while increasing customer retention rates by 3 % to 5%. Positive excuses to contact customers depend on your specific business and vertical but some ideas include: appointment reminders, order confirmation, request feedback on a recent purchase, etc.
Be warned: Businesses that provide proactive customer service are walking a thin line. Customers want a personalized feeling. Anything that feels like a generic letter or overly scripted phone call may not be happily received or may prove to be counterproductive. That is why good proactive customer service begins with customer feedback.
Creating a Successful Proactive Customer Service Culture
Ask Customers for Feedback
One of the most important rules when it comes to customer service is to give customers what they want. The best way to find out what your customers want is to talk to them. If your business model allows it, set yourself apart by having someone from your company regularly visit your customers to find out what they really want from your product or services. If that is not possible, take the time to call them and have a worthwhile conversation, don’t just ask robotic questions
Announce Any Mistakes, Interruptions or Unscheduled Issues Before They Arise
With today’s access to information, your customers can find out and voice out any issues in a matter of seconds. That is why it is easier for them to find out about any issues directly from you and not from Twitter or Yelp. Along the same vein, embrace social media and use it as an extra channel to proactively engage with your customers. For more information, take a look at our How to Integrate Social Media into Your Customer Strategy Article.
Create Useful Engaging Content
Customers much rather solve any issues that may arise without having to take the time to call the customer support number or draft an email. According to a survey by Forrester Research 57% of online shoppers are “very likely to abandon their online purchase if they cannot find a quick answer to their question”
To avoid many customer service nightmares, your business should write a detailed Frequently Asked Questions (FAQ) section. Talking to your company's customer service representatives and compiling a list of the most frequent questions they receive is a good way to compile a robust list of FAQ. Creating articles and blog posts that answer other frequent questions or concerns is not only a good way to address the issues but will also contribute to your website’s page rank.
Proactive Customer Service Builds Brand Loyalty
Shared values are brand loyalty’s main drivers. A recent survey by Help Scout indicated that 64% of consumers indicated that shared values are the primary reason they identify as being loyal to a brand. Valuing your customers and preventing poor experiences are values that customers agree with wholeheartedly.
CRM for Customer Service
The key to providing stellar proactive customer service begins with having a modern CRM System in place. Maximizer CRM offers a customer service platform where your agents can automatically track cases, consult a knowledge base, monitor cases among many other features designed to help your business provide the highest level of proactive customer service. Does your current CRM include a comprehensive customer service model?