Proactive customer service; Learn all about it with this article
Do you know the meaning of the word “Proactive”? You might have heard this word at some point in your life, or you might have read it in a CV. But do you actually know what this means? . Okay, let’s go!
Proactivity refers to anticipatory, change-oriented and self-initiated behavior in situations. Proactive behaviour involves acting in advance of a future situation, rather than just reacting. It means taking control and making things happen rather than just adjusting to a situation or waiting for something to happen.
Proactivity is not only a skill that companies value when hiring people. Nowadays, proactive customer service will also be considered by the customers.
Proactive customer service will improve its operation and increase customer satisfaction, this way loyalty will be improved, and it will also enhance the incorporation of new clients and the reduction of the unbearable workload of this service.
We can also carry out some actions that will allow us to turn proactivity into a quality from the customer service department of a company and this way our customer service will be a group of people that are capable of anticipating problems. Find out all about it down below!
In this article we will see some ideas to achieve this in order to have a proactive customer service. Are you ready?
Talk to your customers
It is one of the qualities that will make the difference between a passive customer service and a proactive customer service. In the first one, the company only solves the problems and manage the contacts from the clients. In the second one, in addition to doing this, the company is the one that sends messages to clients whenever necessary.
How can we do this? There are great and effective ways to do this. For example, have you developed anything new or an improvement in one of your products which could be good for your clients? You can update your website in order the let them know about it, or create a specific post on the company’s blog explaining in detail all the news, which you could also send to those corporate profiles that you have on social networks.
This type of proactive attitude will not only generate a pleasant feeling for your clients as soon as they are informed, but it will also avoid some queries in your customer service, which will probably reduce your workload.
Create content in order to help solve incidents
From the popular “frequently asked questions” or “F.A.Q’s” to more modern formulas, such as on-line tutorials, this is a very useful way to help your clients in a more proactive way.
In addition to this, this is considered one of the most valued methods of customer service. Many customers don’t like to get in contact with customer service and they will appreciate it if they can avoid that, this way they will find the answers to their questions quickly and easily.
In order to achieve this, there are many tools. From videos, to articles in a blog, or forums of technical assistance or the famous tutorials or F.A.Q.’s. Find the formula that you consider that is right for you. The goal is to give an answer in advance that is easy to find and it will help solve the most common problems of clients.
Let them participate
It is another form of communication with customers, but in this case the useful information comes from them. Do you want to know how to anticipate future problems? Then ask your own clients what they think of your company, your products and services. Thanks to these questions or comments, you can detect failures in your business and think of good ideas in order to improve.
You can get this “feedback” through satisfaction surveys or by asking for comments on your blog. That information will be very useful to improve the operation of your company, and to avoid future problems and, again, to reduce your customer service workload.
Analyse your incidents
Analysis is one of the basic factors of proactivity. In order to anticipate problems, you need to know all about your problems.
Maybe it’s a frequent incident. Or an important client who is having a bad experience with your services and needs special attention. When it comes to incidents, repetitions and all kinds of very useful information will be good to improve the operation of the company and prevent future incidents.
We know that it is not always easy to achieve it. If you own or work in a company that receives an important number of incidents, your people should be able to extract useful information, but… please it’s time to let the post-it notes go!
Make a great work environment, and give your team the right tools to do their job well. Lucky for you, there is software that is capable of helping you with this task.
One of them is Integria IMS. Integria IMS has, among other features, an incident management system (help desk software) based on tickets which will help improve customer service in your company so that it’s more efficient and proactive.
In addition to this, Integria IMS has an inventory, a project management system or a vacation manager, among other tools, which are quite useful.
Do you want to find out what the Integria IMS help desk system can do for you? Click here: https://integriaims.com/en/product/help-desk-software/
International companies and organizations already use Integria IMS. You can discover some of our clients, here: https://integriaims.com/en/customers/
Or if you want, you can ask us any question you might have about Integria IMS. You can easily do that by using the contact form that can be found at the following address: https://integriaims.com/en/company/contact/
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And don’t forget that…
The Integria IMS team will be happy to help you!