For years, customer support has been reactive. Customers reach out with a problem, get in touch with a support agent, and wait for their issue to be resolved. Proactive support is when you can anticipate problems and reach out to customers before they contact you. By following a proactive approach to support, you can be there for customers the minute they’re stuck, and extend a helping hand to troubleshoot their problems. This way, you can deliver moments of wow to customers, and gain useful insights to improve their end-product experience.
Proactive support can be :
Communicating to customers beforehand, about areas of concern like product issues and other problems like network outages.
Identifying issues in the user experience before customers raise concerns.
Going the extra mile and winning customers over with special offers and accessories.