From reactive to proactive: how to change your customer support strategy

In recent years, the market has undergone changes, as there is extensive competition, consumers are becoming increasingly demanding , expecting a greater variety of products, immediate availability, fast, efficient purchasing processes, smooth and problem-free return management. All these factors are summarized in customer service.

Thus, the market has become more competitive for most companies and making changes in their customer support strategy can become a competitive advantage to prevail over the rest.

Brand loyalty is earned when the company creates a positive impression on its customers through efficient and proactive service. Unlike proactivity , reactivity waits for an event to react, in this case, meeting customer expectations can be a real challenge. However, a proactive service takes the initiative to develop strategies, being one of the best ways to gain control and meet user expectations.

That is why in this article we will talk about going from reactive to proactive: how to change your customer support strategy.

Reactive vs. Proactive Customer Service: What’s the Difference?

When a team does not have preventive actions against a problem, it is acting reactively, in this case, the action is carried out when the problem occurs. That is, instead of having strategies that can precede a particular event, they react during said event. It is passive and little self-sufficient for a market where competition is wide.

To understand it better, a reactive service is one where the client communicates through a means of contact and they wait for their response while the advisor processes the requests through tickets.

In a proactive service, the fundamental basis is action. In this case, the company anticipates acting on a problem without waiting for it to happen and for the customer to communicate initially. Strategies are designed that can be a solution to the needs of the client.

A proactive team is self-sufficient and is prepared to face problems. However, despite the fact that proactive service is considered essential to increase customer loyalty, many companies are unfamiliar with the term and find it overwhelming to make changes.

So why implement a proactive customer support service?

As you can see so far, a proactive service is the basis for increasing customer expectations and brings various benefits for a company that are an excellent reason to change from reactive to proactive.

a) Increases the rate of loyalty and capture of potential customers

b) Optimizes customer satisfaction

c) Increases positive reviews about your brand

d) Improves the experience and strengthen customer acquisition by providing a personalized support service

e) Encourages business growth

f) Reduces the number of support queries

By offering personalized service and anticipating customer needs, your company will be the first choice for consumers, since proactive service means a better customer experience and pleasant and comfortable service. The best experience, greater customer satisfaction and retention, so implementing proactivity will make your company the first option for consumers in the market.

How to change your customer support strategy?

Changing your customer support strategy from reactive to proactive can be a real challenge and sometimes overwhelming and to make the change a more enjoyable and less stressful process, we tell you some ways to carry out the change and have a proactive customer support.

a) Implement omnichannel customer service

b) Offer fast, easily accessible and efficient purchase options

c) Listen to your customers and facilitate interaction

d) Recognize errors, correct them and communicate them to the client

e ) Offer educational content that answers frequently asked questions

Implement omnichannel customer service

Omnicanality is a strategy in which various communication channels are used. During the purchase process, the consumer uses different channels and thus customers will be able to choose the most comfortable channel to contact you. In addition, it allows you to know the behavior of the users, a key aspect to understand the needs and preferences of the user. Design new products and services.

Having an omnichannel service will encourage you to be proactive. In addition , this will facilitate the design of new products and the identification of latent opportunities in your market, which will lead you to be proactive in the search for better solutions to improve customer satisfaction and authority in the market.

Conclution

Changing your customer service strategy to proactive is something very beneficial for your business. This can even be enhanced with a tool that helps you manage the large volume of inquiries that you receive on a daily basis. With Callbell you will be able to do this, the platform has many special features for sales and support teams and they make your proactive service strategy better results.

If you want to know what Callbell is and how you can take advantage of it together with your proactive communication strategy, click here.