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title: How to Implement Proactive Customer Service (& Why You Must)

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# How to Implement Proactive Customer Service (& Why You Must)

<div class="separator" style="clear: both; text-align: center;"><a href="https://blogger.googleusercontent.com/img/a/AVvXsEgHT1MyWmxFysCfgFqHw4tTORAjIIsGNhttb3l42U2O6EAa4rwUmjWD18zltMsyt0bTdVjw4KowzFIyXgnRzrJ_ATBWGDCk9H5C75tcDv0O8WfGrIsaU063grAbeIRJwK--0SFSm4qwWjiODh6DOOgVJV7l0NjqDW7imFemdg9oW33OQ0-pqm0VmvwgLg=s663" imageanchor="1" style="margin-left: 1em; margin-right: 1em;"><img border="0" data-original-height="427" data-original-width="663" height="373" src="https://blogger.googleusercontent.com/img/a/AVvXsEgHT1MyWmxFysCfgFqHw4tTORAjIIsGNhttb3l42U2O6EAa4rwUmjWD18zltMsyt0bTdVjw4KowzFIyXgnRzrJ_ATBWGDCk9H5C75tcDv0O8WfGrIsaU063grAbeIRJwK--0SFSm4qwWjiODh6DOOgVJV7l0NjqDW7imFemdg9oW33OQ0-pqm0VmvwgLg=w579-h373" width="579" /></a></div>
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   <span id="docs-internal-guid-b91705a4-7fff-3992-c09c-140827461039">
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Ever had an unexpectedly pleasant customer service experience? Like, you ordered something online, but the store didn’t have it in stock. The brand manager (or support rep) soon realizes the technical glitch and identifies the mistake. So, within the next few minutes, the support rep manages to get your order complete from another branch. Later, they have it shipped to your doorstep. Insanely good, right?</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Such a pleasant and surprising incident is exactly what reflects your brand’s proactivity.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">We live in an era where 24/7 live chats and social media instantly connect skilled agents and managers to the customers in the most direct ways. Proactive customer service adds a significant value to the customer’s journey. It plays an outstanding role in increasing customer retention as well as customer delight.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">The buzzword “customer proactivity” might seem overwhelming in the beginning. But it is instead a simple approach to adopt and implement. Enterprise giants such as Amazon, Netflix, Slack, etc., have delivered delightful proactive support experiences that customers can recollect as </span><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">WOW</span><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> customer support stories.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">This article is all about the whats, whys, and hows of implementing proactive customer service.&nbsp;</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">But before we begin, let’s start with proactive customer engagement (or proactive customer support).</span></p>
      <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 16.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">What is Proactive Customer Support</span></h2>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Customers of the 21st century have soaring expectations from brands:</span></p>
      <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;">
         <li style="font-family: Calibri, sans-serif;">
            <p dir="ltr" role="presentation" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt;"><span style="background-color: transparent; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">They want multiple channels of communication that ease their lives.</span></p>
         </li>
         <li style="font-family: Calibri, sans-serif; ">
            <p dir="ltr" role="presentation" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt;"><span style="background-color: transparent; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">They want instant support for the most complex queries.</span></p>
         </li>
         <li style="font-family: Calibri, sans-serif;">
            <p dir="ltr" role="presentation" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt;"><span style="background-color: transparent; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">They want brands to know about their problems even before they do.</span></p>
         </li>
      </ul>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Everything narrows down to proactivity in the end. It is as if customers are waiting for brands to become telepathic and know everything. Although, with proactive customer service, this is not entirely impossible.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: center;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"><span style="border: 0pt solid #cccccc; display: inline-block; height: 160px; overflow: hidden; width: 624px;"><img alt="Proactive Customer Support" height="160" src="https://lh5.googleusercontent.com/Na9QviwjLQMK7Aqkk5Ul4kRp6ZBUTHr45Hjra-QgrNsq965JRVEsqO_xigebyowXydNsdAimMNRv_7ro5BZIk--9cw9JhQYGKq6UbiTzN6OJK-jT0mR8Bgb5zuMAv29DwxfYvQ0p" style="margin-left: 0px; margin-top: 0px;" width="624" /></span></span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Proactive customer service means when you create solutions to your customers’ problems before they ever occur.</span><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> It could be anything from a phone call, notifications regarding their queries, a knowledge base section, or a frequently asked questions page. Here are a few benefits of proactive customer engagement:</span></p>
      <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Benefits of Proactive Customer Service</span></h3>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: center;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;"><span style="border: 0pt solid #cccccc; display: inline-block; height: 205px; overflow: hidden; width: 624px;"><img alt="Benefits of Proactive Customer Service" height="205" src="https://lh6.googleusercontent.com/b_3I9KO98Pjw0Vg94rosgb85fE73DL-DsKQSr5wO6N7uavA8FSxxKZu662PVGbDLIXricjd8pirdxYVWKPC6_3QhMJfCxr5DE9S48w9Z7No5ESoTAXvQOE0GDOsFZOSL6sUL3iy4" style="margin-left: 0px; margin-top: 0px;" width="624" /></span></span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Don’t say that you have enough on your plate already. I know you’d say that you’re already doing so much for your customers. But trust me, providing proactive customer support is more about strategizing and won’t take much of your time.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">The simplest example of proactive customer support is Autopilot, an IT and services company. It reaches out to its customers who visit their knowledge base website. This type of proactive follow-up makes sure that all customers can find solutions to their queries.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">This strategy helps them reach customers who are unsatisfied with the knowledge base. It also opens a line of communication for customers who want to reach out to let AutoPilot know where their knowledge base page is lacking.</span></p>
      <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 16.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Proactive Vs. Reactive Service (Why You Must Adopt a Proactive Customer Service Approach)</span></h2>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Proactive customer support is precisely like vaccination. It is a preventive measure that’ll protect your body against a virus that may affect you in the future. Proactive customer support offers solutions to problems that haven’t happened yet.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Reactive customer support is like post-virus medication. It is a reactive treatment of your body against a virus that has already affected you. The support reps step in once the problem has occurred.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Proactive support means the brand initiates contact and reactive support means the customer is the first to reach out. An ideal scenario would be to use both strategies. When you notice patterns in a customer’s purchasing behavior, proactive support will enable you to recommend services that supplement their processes. Proactive customer service is the only way forward. Still not convinced?</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">A UK-based company, </span><a href="https://www.anglianwater.co.uk/" style="text-decoration-line: none;"><span style="background-color: transparent; color: #644fe0; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Anglian Water</span></a><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">, sends more than 200,000 emails/SMS messages to their customers every year to notify them of outages in their area. They’ve reported saving between £100,000 and £200,000 in call center costs every year! It has helped them dramatically decrease customer calls.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 1.7999999999999998; margin-bottom: 0pt; margin-top: 0pt; padding: -8pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Start delivering frictionless and proactive customer service with excellent helpdesk tools.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 3.5999999999999996; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: center;"><a href="https://www.deskxpand.com/pricing/" style="text-decoration-line: none;"><span style="background-color: transparent; color: #1155cc; font-family: Calibri, sans-serif; font-size: 11.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">START YOUR FREE TRIAL NOW</span></a></p>
      <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 16.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">5-Step Guide to Implementing Proactive Customer Service</span></h2>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Implementing proactive customer service is not a big deal, and you can easily switch to this approach without making many changes and hefty investments. Make simple changes and turn the table in your favor in no time. Here are five minor changes that you can make to implement proactive customer service:</span></p>
      <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">1. Send Out Surveys</span></h3>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Nothing matters more than the customer’s feedback. And one of the biggest mistakes that companies make is assuming that they know everything about their customers and needs. It is nearly impossible to know what your customers want without directly asking them.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Ask questions like, “What do you wish we can do more?” or “How can we improve your support experience with us?” to gain insights into becoming more proactive in the future.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Pick a </span><a href="https://www.deskxpand.com/" style="text-decoration-line: none;"><span style="background-color: transparent; color: #644fe0; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">helpdesk</span></a><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> that lets you integrate your survey/feedback tools and makes it simpler for you to collect qualitative and quantitative customer data.</span></p>
      <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">2. Empathize in the Face of Adversity</span></h3>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">No matter how accurately you plan, things never go as they should. The same would apply to your customer service situation. The best you can do is empathize with the customer’s problems and take full accountability for the issue.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">If you are facing uncertain situations, inform the customers about it before they escalate. For instance,</span></p>
      <ul style="margin-bottom: 0; margin-top: 0; padding-inline-start: 48px;">
         <li style="font-family: Calibri, sans-serif;">
            <p dir="ltr" role="presentation" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt;"><span style="background-color: transparent; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">You booked too many orders, and now you have run out of inventory.</span></p>
         </li>
         <li style="font-family: Calibri, sans-serif;">
            <p dir="ltr" role="presentation" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt;"><span style="background-color: transparent; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">The shipment company delayed picking the parcel.</span></p>
         </li>
         <li style="font-family: Calibri, sans-serif;">
            <p dir="ltr" role="presentation" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt;"><span style="background-color: transparent; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">New stock is damaged during delivery.</span></p>
         </li>
      </ul>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">You can create a newsletter/email template to inform or update them about your situation. It would also work wonders for reducing customer frustration.</span></p>
      <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">3. Create a Knowledge Base Such that Solutions are Easily Discoverable</span></h3>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Knowledge bases exchange more information about your company than any agent can ever exchange. It can include articles, FAQs, and video tutorials so that customers can troubleshoot issues independently.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Providing a knowledge base is a form of proactive support. It is because you as a brand are anticipating possible queries and giving customers access to the information to resolve their issues before they even arise. You can optimize your self-service tools by connecting the articles to chatbots and virtual bots.</span></p>
      <h4 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 8pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 13.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Example: Budget Truck Rental</span></h4>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">It is a U.S. truck rental company that uses an intelligent virtual agent for web self-service. The virtual agent answers questions instantly and has reduced inbound calls by </span><a href="https://visual.ly/community/Infographics/technology/budget-truck-rental-uses-virtual-agent-self-service-technology" style="text-decoration-line: none;"><span style="background-color: transparent; color: #644fe0; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">28%</span></a><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">. It alone saved the company a whopping </span><a href="https://visual.ly/community/Infographics/technology/budget-truck-rental-uses-virtual-agent-self-service-technology" style="text-decoration-line: none;"><span style="background-color: transparent; color: #644fe0; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">$875,000</span></a><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"> in costs within the first seven months of its rollout.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: center;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;"><span style="border: 0pt solid #cccccc; display: inline-block; height: 275px; overflow: hidden; width: 624px;"><img alt="Budget Truck Rental" height="275" src="https://lh5.googleusercontent.com/Ra3cALoPYRa0hkECJgWmnBbQ5jmrQwaQmjXn3r3CXLjPw6w4Uy73UCmOoPOXh0fUrn8fX-dcXuguwkQY9NghtdWGGX2irnD3Ojkfl3_Wy_EdECN7pN_otlyNB5RSmUlLPVdzbs24" style="margin-left: 0px; margin-top: 0px;" width="624" /></span></span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">As a result, they increased their online bookings by </span><a href="https://visual.ly/community/Infographics/technology/budget-truck-rental-uses-virtual-agent-self-service-technology" style="text-decoration-line: none;"><span style="background-color: transparent; color: #644fe0; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">35%</span></a><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;"> and reduced their email volume by 74%.</span></p>
      <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">4. No Problem is Small</span></h3>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Learn this phrase by heart and tell your agents to follow it too. Every customer problem is essential, and you must keep a record of all of them. Recordkeeping will help you understand problems so you can rectify them over time.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Moreover, if you are receiving the same complaints repeatedly, you can segregate an appropriate solution. Later you can share it with the customers facing the same issue at the same time.</span></p>
      <h3 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 15pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 15pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">5. Monitor your Social Media Often</span></h3>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Bad customer service invites a lot of bad press. Company scandals spread around social media channels like wildfire and make your shortcomings visible publicly. Therefore, you need to monitor what customers say about your company on social media.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Brands miss out on valuable information and opportunities to better understand their customers. It is always best to pay attention to what your customers are talking about and track the bad reviews about your brand.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Conduct regular social listening and follow keywords and hashtags related to your business. It will open doors for proactive support on social media. For example, if a customer tweets about how frustrated they are with their delayed delivery, you can respond instantly and offer a solution.</span></p>
      <h4 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 8pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 13.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Example: Tesco Mobile</span></h4>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Tesco mobile proactively checks in with customers through their social media customer support. The company connects with its new customers on social media. After customers sign up, a support rep follows up, asking them about their experience. Additionally, they ask questions like, “whether there is anything they can do to help?”</span></p>
      <h4 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 8pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 13.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Example: Hootsuite</span></h4>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: center;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 13.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;"><span style="border: 0pt solid #cccccc; display: inline-block; height: 373px; overflow: hidden; width: 512px;"><img alt="Hootsuite" height="373" src="https://lh6.googleusercontent.com/illP7j-hNttBQnmG-zcVO3RyNjZ0Rcdc6ZTf34JA85mbC4-CrTXcMihfY69YZ7ZonpK5KBobawBDSqmWY9NF7V8cj3pcP3LhQL-UFNiaEbjVrkk_KXWqJaFINNjllmI2JCWqHsvf" style="margin-left: 0px; margin-top: 0px;" width="512" /></span></span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Hootsuite launched a “Hootsuite Helpers” program through a </span><a href="https://twitter.com/Hootsuite_Help?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eauthor" style="text-decoration-line: none;"><span style="background-color: transparent; color: #644fe0; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Twitter account</span></a><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">. Hootsuite can successfully reach out to their customers through social platforms and prompts users to interact with support when needed. This way, Hootsuite is engaging its audience in a space where they know attracts a massive audience.</span></p>
      <h2 dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 19pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 16.5pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Implement Proactive Customer Support For Your Business</span></h2>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Most brands have acknowledged the need for proactive customer support to boost their business rather than relying on reactive customer services.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">It is high time to identify where your business can grow progressively by a proactive customer service approach. Businesses who successfully frame substantial customer journeys from pre-purchase to post-purchase by delivering value will enjoy the additional revenue by improving their customer engagements and loyalty.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; padding: 0pt 0pt 23pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">Proactive customer service has become more of a marketing tool to initiate a new era of customer-centricity. So, if your prime concern right now is to satisfy your customer’s needs, then this proactive customer service will advocate your brand identity and save plenty of costs. You won’t have to struggle uphill to maintain your name and fame. You can reap its benefits too.</span></p>
      <p dir="ltr" style="background-color: white; line-height: 2.4; margin-bottom: 0pt; margin-top: 0pt; text-align: center;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; font-weight: 700; vertical-align: baseline; white-space: pre-wrap;">Gain customers’ trust and deliver exquisite help at the right time</span></p>
      <h3 dir="ltr" style="background-color: white; line-height: 2.0454545454545454; margin-bottom: 0pt; margin-top: 0pt; padding: 4pt 0pt 8pt 0pt; text-align: justify;"><span style="background-color: transparent; font-family: Calibri, sans-serif; font-size: 14pt; font-variant-east-asian: normal; font-variant-numeric: normal; vertical-align: baseline; white-space: pre-wrap;">The Article is Originally Published On:</span></h3>
      <p dir="ltr" style="background-color: white; line-height: 2.0454545454545454; margin-bottom: 8pt; margin-top: 0pt; padding: -4pt 0pt 0pt 0pt; text-align: justify;"><a href="https://www.deskxpand.com/blog/how-to-implement-proactive-customer-service/" style="text-decoration-line: none;"><span style="background-color: transparent; color: #1155cc; font-family: Calibri, sans-serif; font-size: 12pt; font-variant-east-asian: normal; font-variant-numeric: normal; text-decoration-line: underline; text-decoration-skip-ink: none; vertical-align: baseline; white-space: pre-wrap;">https://www.deskxpand.com/blog/how-to-implement-proactive-customer-service/</span></a></p>
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