5 Smart ways to make your customer support proactive

5 Smart ways to make your customer support proactive

OABPO Blog Team Published on August 13, 2014

5 Smart ways to make your customer support proactive- Open Access BPO
Many businesses commit the mistake of making their approach to customer support mostly reactive. This means that their call center support services are only tapped when problems arise. This reactive stance is nonetheless beneficial to customers, since their concerns are still attended to. But the problem is, reactive customer service does not offer anything extra special that can take customer satisfaction to the next level.

With proactive customer service, you solve problems before customers call your contact center or even before they become aware that these problems exist. Preemptive customer service is therefore profitable because of the positive impact it can create on customer retention.
If you want to take your customer service strategy to a whole new impressive level by making it proactive, here are some initiatives you can start with:

1. Outbound call or email

5 Smart ways to make your customer support proactive- Open Access BPO- Outbound call or email

Outbound communication is no longer just about making cold calls or sending e-mail newsletters. You can now reach out to your valued customers and give them information, such as system updates or troubleshooting instructions, that can prevent them from facing issues with your products and services. Whether it s notification by phone call, text message, or email, keeping your customers updated about things that may be useful to them can improve your relationship with them.

2. Live chat

5 Smart ways to make your customer support proactive- Open Access BPO- Live chat

Traditionally, live chat interaction is initiated by customers when they are having difficulties while browsing your website. But proactive customer service experts will tell you that you can target this form of assistance to your site visitors without waiting for them to make the first move. Chat invitations or prompts can be sent if a customer is spending too much time on important website sections such as order forms or checkout page.

Proactive chat can therefore prevent customers from leaving your site before completing the sales process.

3. Customer surveys

5 Smart ways to make your customer support proactive- Open Access BPO- Customer surveys

Since your customers are the people you want to impress, they also serve as your best source of learning. By conducting customer surveys, you can ask them what they truly want you to do for them. You may seek feedback on what new functionality they want to see or what promo offers would entice them to buy more. Instead of waiting for customers to call you or send you emails for suggestions, you need to take the initiative by asking them these questions so that you are one step ahead of the game.

4. Self Service

5 Smart ways to make your customer support proactive- Open Access BPO- Self Service

From time to time, your customers may seek information about your brand or the specific product that they purchased from you. These potential questions can be answered even before your customers raise them to you personally. Make it easy for your customers to access commonly searched information on your website, user manuals, or mobile apps. Spare them the added burden of having to call you when all they need are just basic pieces of information such as terms of service, product details, or physical store locations.

5. Content database

5 Smart ways to make your customer support proactive- Open Access BPO- Content Database

Online content curation and reference building are some ways of educating your customers about matters that can give them a better customer experience. Your blog may be used to publish helpful articles that give tips on how to maximize the features of your products. Your site may also dedicate a section for frequently asked questions (FAQ) or a user forum where customers can contribute and browse through relevant discussions. The things they learn from your published content will proactively offer solutions to potential problems that they may encounter in the future.

If you truly want to become a winner in customer service, you need to take the extra step of anticipating potential customer concerns and making solutions readily available. Proactive customer service will not only let you impress your customers, but will also lessen the workload of your customer support agents. It s about time you start stepping up your game by making your customer service exceptional.

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#Gamification claims to lighten stressful jobs, but is this truly helpful in #TechnicalSupport?

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#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
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Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

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Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
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#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

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Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

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#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

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