Customer Service Best When Personal and Proactive

How does your firm approach customer service? Is it personal and proactive from your customer’s point of view? How much importance does your reps place on using your customer’s name? Do you have questions for that customer to make sure their problems are solved?

It is true that proactive customer service is not a new strategy. But, given the clear business case and examples of success that many companies are having it pains customers that more companies do not pursue it as a viable strategy given the cost and customer engagement and satisfaction benefits.

Given that customer problems exist across the different stages of the customer life-cycle this will require a collaborative approach across organizational functions to ensure the design and delivery of a successful strategy. Successful proponents of proactive customer service understand this and ensure that the design of new customer interactions involve all of the right people.

Most organizations are still reactive when it comes to the delivery of their customer service. Therefore, in introducing a new proactive approach it is essential that any strategy focuses initially on piloting one or two new solutions to commonly occurring and costly customer issues. These pilots allow the business to test hypotheses, learn, quickly deliver benefits to the business and its customers and help build support for future initiatives.

Starting the implementation of a proactive customer service strategy with pilot projects will ensure that organizations minimize risk and resource requirements and take a learning and agile approach thus allowing them to learn and adjust new initiatives so that they deliver the maximum returns. The aim of these steps is to build trust and engagement both internally (across all functions and all departments) and externally with your customers so that both the organization and the customer benefits.

Proactive customer service can also solve problems customers didn’t even know they had by alerting them to something they may be missing out on and offering a way to fix this. Sending an email to a customer a couple months before their two year subscription renewal is due offering a 5 percent discount to thank them for their business is likely to seal their desire to renew. It also means the customer doesn’t have to call or email to renew themselves, which prevents any lapses in their subscription and ensures their continued satisfaction.

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com