How to create a proactive customer service strategy
Creating a proactive customer service strategy requires you to look at your customer's expectations, understand their wants and needs, and train your support teams so they can effectively deploy the strategy and improve customer satisfaction.
Understand your customers
The first step in implementing proactive customer service is understanding who your customers are. Taking the time to understand your customers helps you provide proactive service when a problem arises or when a customer has a need that can be anticipated.
Send out surveys, pay attention to customer behavior, and encourage open communication with your customers. This will help you better understand your customers and their pain points.
Predict customer needs
There are a number of ways to predict customer needs, but one of the best ways is to use predictive analytics.
Predictive analytics uses historical data to reliably predict what customers want from a product, their needs, and why they're buying it. It can also identify pain points a customer experiences before making a decision. Reliably anticipating your customer's needs and wants helps you tailor the customer experience and make the customer feel valued.
Develop a plan
Your business has a lot of customer data readily available. The data you collect from customer surveys can be helpful in coming up with an effective customer service plan because you can gain insight into common customer service issues. Use the information you have available from your customers to devise a plan that your support teams can follow.
Train your customer service team
Training your support teams to provide proactive customer service helps increase customer satisfaction. Customers are used to reactive customer service and dealing with agents that don’t do much to help the customer. But letting the customer support team take a proactive approach to customer issues makes it easier for both parties to find a positive resolution to a problem.
Customer service tools help you build a strong overview of your customer demographics, their motivations, and what attracts them to your business.
These tools collect everything from personal contact information to account management, so your proactive customer service representatives can be more efficient in helping customers. The overall purpose of customer service tools is to speed up customer service processes and resolve issues more efficiently.
Customer service automation also helps with proactive customer support because it can automate various processes that would be time-consuming to do by hand. The more tasks that you automate, the more time you can spend actually solving your customer's issues.
Monitor and adjust your strategy
After you implement a proactive customer service strategy, you'll want to monitor the results to determine how well it's working.
As you look at the results of your proactive customer support processes, you can identify areas that need improving, areas that are working, and areas that should be eliminated in favor of another approach.
Examples of proactive customer service
Proactive customer service comes in a few different forms and can be as simple as supporting customers with timely information. A couple of proactive customer service examples include the following:
An automated message that welcomes customers to your site and has a menu with actions that they can pick from is an example of exceptional customer service.
These actions can be anything from talking to a proactive customer service representative to making a service request. This makes it easy for customers to find what they're looking for and contact your support team.
Free knowledge base
A free knowledge base lets customers find solutions to issues on their own and helps them learn more about the services or goods sold by the business.
You can make the information as in-depth as you'd like, but the more information you give to the customer, the more likely they are to become repeat customers through brand association and a feeling of insider knowledge.