Proactive Support

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.

Resources

• Predictive support in Freshdesk
• Wow customer service stories
• Proactive support vs reactive support - Infographic