Types of customer support
There are a few different types of customer support that most companies offer to their customers, though they may not use the same titles for them. They are reactive support, proactive support, and self-support.
This is what people typically think of when someone says “customer support”. If a customer emails in, opens a chat window, tweets at your company or calls into your hotline and you have a customer support representative that replies, it is reactive support. It means that your team is reacting to a customer issue, rather than proactively trying to solve it. This is not a negative thing, but moving more towards proactive support rather than reactive support will provide a better experience for your customer.
For example, if a customer is looking for assistance in account management, they could use a proactive tool or documentation and get their answer instantly, or they could wait and receive a reactive response from your support team telling them the steps to take. The customer could have done it themselves and it would have been a better, and quicker experience for them.
Proactive support is any customer support that a company implements that isn’t specifically responding to customer inquiries. Some good examples of this could be: automated emails that trigger at certain points in the customer lifecycle, suggested documentation at the bottom of certain pages within your product or website, or user onboarding or a how-to guide with your service or product when your customer first signs up or purchases.