Customer experience considerably defines the success of a company. Proactive customer experience is the provider of that success in sales and customer loyalty. Then, what is a proactive customer support system? How can the customer experience become proactive?
About Proactive Customer Support System
The proactive customer support system predicts the common problems that might connect with a product or service. The structure of a proactive customer support system includes providing solutions. Online shopping should be pleasing for those customers who have a problem; if not, both current and potential customers will be at risk. That is why customer support service must always be optimized and proactive.
A recent Gartner survey of more than 6000 individuals suggests that only 13% of those individuals get a proactive service. However, a proactive service enables working productively by building bridges with the customer and clearing up the problems. That will bring customer satisfaction, thus an increase in sales amount. If you focus on developing as a company, the service you provide will exhibit a difference from the others- by implication, your customer lifetime value will increase (CLV).
How to Implement Proactive Customer Service?
According to the research by InContact, 87% of the customers expect a proactive customer support service. In addition, 73% of the people who experience proactive communication reflect their positive notions about the companies. You can follow these steps to provide a more efficient service:
1) Improve the Current Team
As a company, you can perceptibly observe the change in the customer system when you present a team that is working hard to enhance the customer experience. All the possible sources and tools should be brought forth to your employee for the goal. Make sure that your employees have sufficient education to determine the likely problems and generate a solution before the customer experiences that problem. Customer satisfaction is indeed determinant, but team members also should state an opinion for optimizations.
2) Take Notes of Customer Feedbacks
Feedbacks are helpful since they provide information about customer satisfaction, which makes improvements possible. Surveys and emails are great tools for receiving that feedback from the customer. Occasionally, customers might comment on social media instead of communicating with the company directly. At this point, you should keep your social media accounts updated so you can ensure active communication.
3) Provide Live Chat Service
Live chat service will boost your potential customers. The target market will be satisfied with handling their problems by live chat instead of waiting on the hotline of customer services. As reported by Forrester’s survey, 57% of the buyers quit purchasing if they do not receive a response quickly. Herein, chatbots will manage your employees’ workload, and additionally, customers will not have to wait in lines, so chatbots will enhance customer satisfaction and sales amount, which also means you can transform your potential customers into regular ones.
4) Recommend Products
Another vital point is to stay in touch with the clients after the payment, which will be catchy for your brand. Surveys implemented that 91% of the customers prefer brands that recommend personalized products. This means that it is sensible to offer similar products to customers. Confidently, that strategy will increase your sales and customer satisfaction.
5) Work on Email Bulletin
Email is an absolute strong channel to reach your potential and regular customers. Personalized emails might be helpful to inform customers about discounts and campaigns. Promotion of new products will work, but you can also provide a product recommendation list by considering the previous purchase behaviors. That will be an evoker for your company.
A Seamless Way to Enhance Customer Experience: Infoset
Companies need to exhibit a proactive experience to maintain their market presence and competition. Infoset provides a single platform to manage all your sales and support channels besides the automation of your system via omnichannel customer support services. Drag-and-drop and bot development interfaces will help you about designing a live chatbot in minutes without coding. The company-customer communication has never been more delightful. Start using Infoset today if you intend to move your customer experience a step further!
