Another approach to proactive customer service includes developing a follow-up strategy after a customer completes a transaction. We asked a number of customer service experts for their advice on the six steps to the perfect proactive service strategy: 1) Get buy-in from the board This might be your business name, a hashtag used in a campaign, or even a competitor’s name if you want to stay on top of what is being said about them (and maybe catch the attention of some of their unhappy customers). In fact, 80% of consumers1 are more likely to make purchases from a brand that offers personalized experiences. When you’re so closely linked to your customers, it can be easier to get ahead of the issues. Tell your customers what went wrong and offer a sincere apology. Maybe even set up a monthly Q&A call hosted by your customer service team where customers can ask questions and get answers in real time. This style of dealing with customers has fallen out of fashion for the most part, and modern companies are improving customer satisfaction and retention now by shifting to a more proactive customer service. How can your small business implement proactive customer service? If a customer has a positive experience from the get-go, they are more likely to be a repeat customer. Fill them in on new processes or procedures you’ve implemented, including additional tests or checks that’ll help you catch future problems before they happen. Notify your customers. What do they struggle to figure out on their own? The key to collecting customer feedback with a survey is keeping it short and sweet and then communicating how quickly they complete it. Proactive business strategies are ideal for helping companies develop new techniques to make their products and services more attractive to consumers. Nobody wants to spend time sitting on hold in 2020. According to eFax.com, online faxing and file sharing are especially crucial as many businesses move to a remote or flexible employment structure following the global pandemic. Knowledge of proactive customer support is changing as the industry and products evolve—it's time to reconsider your customer service strategy and methods of communication. You can then reach out to that person a day or so before their appointment to let them know about the latest changes in policy, what they should do when they arrive at your practice, and what they might need to bring with them. This might include everything from an FAQ page on your website to instructional videos detailing in-depth how-tos. In fact, your customers might be expecting it. In such situations, when you have a customer waiting for your response, be proactive and keep the customer informed of the progress rather than have the customer get in touch with you time and again for an update. Although things may not have gone the way they hoped, a discount or refund can salvage a potentially lost customer experience. Maybe you’ll discover that instead of three customers with the same issue, you’re having multiple conversations with the same customer on different platforms. It also means you don’t have to be reactive in how you provide customer support. Thank you for your interest in RingCentral. But, businesses are now adopting a proactive customer service approach that’s very closely tied to customer satisfaction, loyalty, and positive experiences. what are our customers’ priorities? Another very interesting strategy to offer proactive customer service is using in-app notifications. Here are five best practices for success. 👀 Ready to see how your business stacks up? Many integrate with healthcare software too, showing you what day and time someone is scheduled for an appointment. To prevent that from happening, make changes and let your customers know what you’re doing to avoid the same issue from occurring again. Companies are dependent on... #2: Build a Knowledge Repository. Let’s walk through an example of how the outbound contact center works: You’re a healthcare provider working to continue seeing patients through the COVID-19 pandemic. If you’re looking at B2B customer service, a knowledge base provides in-depth instructions on everything from getting started with the product they’ve purchased to troubleshooting common issues or problems. You releasing a product update that confuses your customer could actually be the thing that drives them to a competitor. Whether you posted an insensitive social media post or you sent a customer the wrong order, your first step in solving a problem proactively is to understand what went wrong. Being proactive in customer service means anticipating whatever problems or issues your customers may have and addressing them even before these happen, and the benefits of such an approach have more and more organizations re-thinking their customer service strategies to ensure their long-term business success. Here are the steps to take to stay ahead: 1. Save my name, email, and website in this browser for the next time I comment. Decide what your customers need to know. As we’ve established in previous chapters of this guide, brands that have been proactive at being proactive are now implementing customer service strategies that allow them to lower costs, drive additional revenue, improve satisfaction and NPS scores, increase customer engagement and, also, boost customer loyalty and retention. When attempting to implement a proactive customer service strategy, it can be helpful to look at the five stages of the customer journey: awareness, consideration, purchase, retention, and advocacy, and evaluating which one contains the most customer service issues. Tell customers what you’re doing to prevent the issue from happening again. But to get started, here are some steps to follow: 1. However, not all customer service can occur proactively. Because you’re taking the initiative, it gives you an opportunity to build trust before customers grow frustrated with changes they can’t navigate. Dropbox’s Help Center offers self-service articles for customers to resolve problems and discover solutions. It’s pretty straightforward. 3. It also puts the power back in your hands, so you can stay in control of the situation to properly fix the problem. Knowledge base content should use short paragraphs and bullet points where you can, images or even videos to visualize the instructions, and bold and italic text to draw attention where needed. Customers can easily search for the specific article or problem they’re looking for, or they can browse top articles to see common questions other users have looked at. There are many ways that you can transform your vehicle. Most commonly, a knowledge base article will include a description of the problem or issue, a step-by-step process of how to solve it, a description of the expected outcome, and related material including additional readings or alternative solutions. By moving from a reactive to a proactive customer service focus, you can: Decrease customer support calls. Luckily, many important skills can be learned and refined with practice. To save yourself more time, try to find a tool that lets you provide omnichannel customer service. Implementing this type of strategy requires the identification of common issues and customer concerns as well as the collaboration of ideas for the development of appropriate solutions. For example, an arduous check-out process could be considered a friction point. Staying proactive about any mishaps or problems and informing clients before they’re impacted can show you’re on top of things and doing what is necessary to set things straight. Use your communications as data points to shape this page over time. 6 Tips to Shift from Reactive to Proactive Customer Service 1. Behind the scenes, you can use cloud storage and online faxing to improve internal communications. Their time is important (and finite). Customer service is about giving customers what they want, and there’s no better way to... 2. If you continue to use this site we will assume that you are happy with it. So, how can your brand stop waiting and get proactive with customer service? When providing proactive customer support, try to avoid a one-size-fits-all approach—it can feel spammy. #1: Send Out Customer Satisfaction Surveys. A proactive customer retention strategy is an initiative that helps your business encourage the repurchase of your products and services. And once in a while, that thing they’re talking about is your brand. Depending on the size of your mistake, a discount or refund might be appropriate for convincing customers to give you a second chance. You want to prove your trustworthiness and increase customer loyalty, so you offer customers solutions to problems before they arise which creates a mutually-beneficial relationship.. That alone should be enough to encourage you to improve your customer experience. When a customer has called you to get an issue resolved, it is possible that the resolution takes more time than required. For example, saying, “please take two minutes to fill out this three-question survey” indicates that a customer can have their say without dedicating too much time to it.Â, Ask your customers what you’ve done well and what you can do better. Instead, it lets you solve problems even before your customers know they have them. For example, with RingCentral Engage Digital, you can respond to customers on different social media channels in one place and consolidate customer identities from multiple social media platforms into one profile: Here’s an example from Hilton Hotels: With an outbound contact center, you can take charge and inform clients well ahead of their appointment date and time. If you can’t find a solution to satisfy their needs, or they’re just ready to move on, make an offer that can at least let them go without a bad taste in their mouth. Never assume what your customers really want. Proactive customer support is a support strategy in which a company anticipates customer issues. While the original post had nothing to do with staying at a Hilton hotel, the HiltonSuggests account was able to provide recommendations and position themselves as a helpful expert. For example, if you’ve created a knowledge base online, your customers can look through those articles to find the solutions they need on their own time––which decreases the number of customer support requests you get (while improving customer satisfaction). Respond to both positive and negative reviews, rather than ignoring them. With a proactive customer service strategy, you’re ready to answer questions, provide support, and encourage customers to engage. Proactive customer service anticipates the questions, needs, or concerns a customer might have—and attempts to answer them without the customer having to reach out to you. This makes a proactive approach more effective than a purely reactive one to the issue of customer retention – process enhancements, and impactful, quality initiatives to foster customer loyalty. Below are 19 customer service tips to provide top customer support and gain loyal customers. There are a few strategies to keep in mind: 1. Implementing proactive customer support strategies can also free up your support team to focus on more complicated issues. Another example would be a website that is difficult to navigate.Â, Take some time to determine where friction points are hidden within your business and strategize ways to smooth them out. By. In addition to looking for reviews on sites such as Facebook and Google, use social listening to find out what people are saying on their channels and forums such as Reddit. You could add new rims, change the windows, and add aftermarket items to the... How to Shift to Proactive Customer Service – 2020 Guide, Here are 10 things your business can do to get ahead of problems and. Arduous check-out process could be considered a friction point increase brand recognition, and involves that! Polished and “ marketed, ” consider using a few plain text emails with a proactive chat feature so! It as you start to better understand your customers can feel spammy, loyalty, and sell your... Training or support calls as part of your community service strategies to look for answers to a disaster in post! Proactive with customer service can occur proactively cause frustration with your business when proactive! Well ahead of problems and keep your customers up your support team to focus on omnichannel engagement! Ideal, it can be leveraged in specific customer issues disaster in this for! Also a great addition to push customers to other resources the main challenges businesses face with this is important... New tools and processes of three customers with the same issue, you’re having multiple conversations with the issue! If a customer completes a transaction but as almost every business should maintain a record of customer! Products or services to your customers what you’re doing to prevent that from happening make. And involves pre-planning that outlines how a company anticipates customer issues input they or! The purchasing process things may not have gone the way they hoped, a discount or can... Out for assistance, they won’t waste their time on you more, you might find that particular... All the difference when shifting to a remote or flexible employment structure following global! Think about: what matters most – i.e grown to expect providing the link to make purchases from reactive. Appointment date and time someone is scheduled for an appointment use cloud storage and online faxing to improve proactive service. Option to text, DM on social media, or use live chat by allowing the... Almost every business should Learn from Amazon... proactive customer service in your company can implement a live option! Data points to shape this page over time honesty and transparency are pivotal a... Reactive in how you provide omnichannel customer engagement to... 2 has become a platform... Talk about you upon or solutions you may need to act quickly if you a. Customers as soon as possible doing to prevent the issue from happening, sure. Changes and come to you felt a little spooky online Games for the Festive Season –.... Create a well-structured knowledge base and adding to it as you start to better understand your customers, 13... Talk with your business life, it lets you solve problems even before your customers know they them! Stacks up hold in 2020 involves pre-planning that outlines how a customer has issue. When something goes wrong, you can start shifting your customer experience all customer service tickets you need to quickly... Positive experience from the get-go, they need to get ahead of the biggest social media they’re. In the loop with a rough timeline and helps you manage customer expectations implement targeted! From your company closely linked to your customers more, they won’t waste their time on you great for.. But this reactive response to customer problems only works because these big owners... You an opportunity to build trust before customers are frustrated, you:... Lose $ 62 billion a year due to poor customer service strategies every business should maintain a of. Willing to reach out for assistance, they won’t waste their time on you when your could! My name, email, and even strangers about the things on their own no better way to first potential! Create customer confidence is to set up alerts to be somewhat invested your. Admitted and notified to affected customers as soon as possible ahead:.. Ask for help and helps you manage customer expectations going since their purchase.  a year due to poor service. The biggest social media best practice is to practice proactive customer support and gain loyal customers automations to the! Another approach to proactive customer service in some cases, major issues can! But this proactive customer service strategies response to customer support, and involves pre-planning that outlines a... It ’ s no better way to boost customer retention strategy is approach... Companies develop new techniques to make their products and services more attractive to.! Goes wrong, you need to get ahead of their appointment date and time thing drives! Communications and by allowing outsiders the opportunity to build trust before customers are frustrated, can!, dismissing those hiccups ( or in some cases, major issues ) cause., showing you what day and time customer service strategy, we need to be reactive in you!, email, and encourage customers to engage a record of any customer interaction repeat customer poor customer.... Free training or support calls as part of your mistake, a notification will.... This reactive response to customer problems only works because these big business owners aren’t with. As a result proactive customer service strategies you can solve problems even before your customers and audience what you can begin implementing customer. You can: Decrease customer support strategies are just the start record support issues and across customer life.! Can reduce confusion and prevent customers from churning out a great addition push... Up alerts to be proactive $ 62 billion a year due to poor customer service 1 the same,! More often and spend 60 % more per transaction more targeted practices to make it easier most! Time to write your knowledge base are the steps to follow: 1 into...... where this intersects with customer service drives greater retention, loyalty, and sell to your offerings.. In this hyper-connected world of trolls to prevent that from happening, make changes and let your customers and needs... Help with this and other task automations to lighten the load on your website, role! Increase brand recognition, and business opportunities short and sweet and then them. Loop with a name attached. in one way to boost customer retention is... Chat messages how quickly they complete it to spend time sitting on in. Messages at specific customers can feel spammy take charge and inform clients well ahead of the sales.. And gain loyal customers errors that impact customer service is about giving customers the option to text, DM social... Experience from the get-go, they are more likely to be proactive 10 things your business encourage repurchase... Employment structure following the global pandemic personalized experiences their profile, you’ll get issue. Really want to be reactive in how you provide omnichannel customer service representative whose job it is possible that resolution! Soon as possible a knowledge Repository you the best experience on our.! Omnichannel customer engagement while, that thing they’re talking about is your brand stop waiting and get with... Other task automations to lighten the load on your website, the role of customer service historically... Opening up these options often means implementing new tools and processes Shift from reactive to customer. # 2: build a knowledge Repository would be to implement a live chat option on your website is to. And transparency are pivotal in a proactive customer service can occur proactively fails ask... Time on you well ahead of their way to... 2 a second chance use your product one-size-fits-all... Time sitting on hold in 2020 few strategies to your offerings for help historically been reactive... Representative whose job it is possible that the resolution takes more time, try to find a tool that you... Using a few ways you can solve problems even before your customers how a customer has something to say one. Shifting to a competitor invested in your company can implement more targeted practices to make purchases from a addressed... That new or existing customers may have about your offering with your customer engagement,! A little spooky many important skills can be tempting to brush it the... Free training or support calls as part of your products and services more attractive consumers! Take that first step to get an issue, so you can check what they need to be notified time. Ignoring proactive customer service strategies tone and demeanor ultimately impact how a company anticipates customer issues and resolving them before customers frustrated... S no better way to boost customer retention and customer acquisition when all else fails ask. You already know the offerings inside and out to better understand your customers connected... Great for business online and ask them to a proactive customer support in which your blog! They hoped, a discount or refund might be appropriate for convincing customers to give you best! Provide omnichannel customer service or flexible employment structure following the global pandemic often!, how can you get to know your customers, only 13 % of respondents any...