When was the last time you pleasantly surprise your customer service team? Perhaps you ordered a product online only to find the store didn’t have the item in stock. Or you ordered for a lawn care specialist and got impressive results. In business, not everything will always go according to plan. If things don’t go according to expectations, you don’t always have to give up. You need to embrace the aspect of proactive customer service.
Proactive customer service
Proactive customer service occurs when representatives reach out to customers and offer solutions without being prompted. This can include introducing new products and services to your customers, notifying them about errors and glitches, or simply going your way to improving customer experience. The idea behind proactive customer service is that your company wants to go above and beyond for its customers, past the point of purchase. You will want to prove your trustworthiness and increase customer loyalty. This means you must aim at offering customer solution to problems before they arise and create mutually beneficial relationships.
If you are looking forward to offering proactive solutions to your customers, here are some of the ways you can go about it;
Send out surveys
One of the best ways to go about proactive customer service is by sending out surveys. It presents one of the best ways to get into the mind of a customer by asking them important questions. One of the biggest mistakes that companies make is to assume that they know what their customers want and need. Instead, ensure you can roll out questionnaires to help you in gaining important information from your customers and improve on different aspects of your business. Customer feedback is essentially important to offer proactive customer service.
Create a knowledge base
Knowledge base refers to databases that store important information about a specific company, in terms of their products, services as well as other topics. This data can be collected and stored through artificial intelligence or be manually uploaded by experts. Knowledge bases are particularly useful because they reduce the need for customers to contact support with the use of simple questions. With a knowledge base, customers can do their own troubleshooting and avoid going through length calls with service teams.
Introduce similar products
You may need to introduce a feature that lists products customers may like. It can be quite exciting when a customer makes a purchase with you. However, nothing would be more disappointing than when your relationship with that customer ends with a single purchase. Consider the products they purchased with you and create a list of other important and related items they may need as well.
Include automatic SMS scheduling options
Part of providing proactive customer service is being able to eliminate time-consuming tasks for your customers so that they don’t have to deal with those issues. Doing so will prove that you are dedicated to maximizing customer experience. If a customer really loves a product, you could offer them an automatic payment plan so that they can access the product on a consistent basis. In case automatic scheduling is not possible, consider SMS scheduling so that customer appointments or payments can be done at the click of their phone buttons.