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Proactiveness is the key to deliver great service in 2023. No longer can companies depend on reactive service to succeed.
Waiting for a customer to tell you about a problem is like [INSERT GAMING ANALOGY]. If you wait for a customer to complain, you risk losing them as a customer and risk damaging your business’s reputation. In order to be successful, you need to preemptively anticipate issues, inform customers ahead of time about potential problems and you need to go the extra mile to find out what your customers want even before they know they want it.
Only proactive companies will succeed at winning life-long customers.
How can you deliver proactive customer service to your customers?
Establish and create a strong knowledge base
Your customers will likely have questions, but not all of them will ask your company, either because they don’t believe customer service is up to par or because they look online for answers from others. Cut out the middleman and proactively provide solutions and answers through easy to follow videos, FAQs, etc. that are readily available on your website.
Proactively address problems and provide solutions
Monitor not only your company but your competitor’s social media to see what others are saying. Are they asking for other things than what you provide? Do they have any concerns about a recently announced product? Are you sending out surveys that focus on what customers want to have from their products or services? Are your returning customers properly rewarded and appreciated?
Be transparent
Companies are no longer able to get away with lying or being deceptive towards their customer base. Consumers value integrity and honesty, and in doing so you can proactively engage with new and existing customers.
Don’t wait for customers to come to you with problems about your products or services. Proactively solve potential problems, be transparent and establish a strong knowledge base that will leave your customers feeling valued, acknowledged and prioritized.
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