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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𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗠𝗮𝗸𝗮𝘁𝗶 𝗣𝗿𝗶𝗼𝗿𝗶𝘁𝗶𝘇𝗲𝘀 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲 𝗪𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝘄𝗶𝘁𝗵 𝗔𝗻𝗻𝘂𝗮𝗹 𝗣𝗵𝘆𝘀𝗶𝗰𝗮𝗹 𝗘𝘅𝗮𝗺𝘀

Open Access BPO Makati is holding its annual physical exam (APE) this week for employees at the Robinsons Summit Center office.

The APE is a collaborative effort between Open Access BPO's Clinical Services and RGO Laboratory and Industrial Diagnostic Center.

This streamlines the process for employees by bringing healthcare professionals directly to the office. It minimizes disruption to work schedules and allows employees to conveniently complete their physicals without venturing outside.

This initiative demonstrates Open Access BPO's commitment to employee well-being and ensures compliance with Makati's Environmental Health and Sanitation Code.

The comprehensive physical exam includes various procedures like blood analysis, vital signs check, visual acuity test, and chest X-ray.

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During the event, our ops and non-ops teammates put their athletic and strategic skills to the test through five different games:

• Chess
• Scrabble
• Badminton
• Volleyball
• Basketball

Congratulations to all winners, and see you all in the next Sports Fest!

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Open Access BPO 4 days ago
𝗚𝗿𝗲𝗮𝘁 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝘀 𝗮 𝗯𝗿𝗮𝗻𝗱'𝘀 𝗴𝗼𝗹𝗱𝗲𝗻 𝘁𝗶𝗰𝗸𝗲𝘁, 𝘄𝗵𝗶𝗹𝗲 𝗽𝗼𝗼𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗶𝘀 𝗮 𝗿𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻 𝗸𝗶𝗹𝗹𝗲𝗿.

To avoid poor customer service, it's important to know what mistakes your #CustomerSupport agents commit.
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Providing excellent #CustomerExperience is the best way to retain customers, ensure loyalty, and acquire new ones.

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Give your customers the best service they deserve.
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Open Access BPO 4 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗽𝗮𝗿𝘁𝗻𝗲𝗿𝗲𝗱 𝘄𝗶𝘁𝗵 𝘁𝗵𝗲 𝗠𝗮𝗸𝗮𝘁𝗶 𝗖𝗶𝘁𝘆 𝗛𝗲𝗮𝗹𝘁𝗵 𝗗𝗲𝗽𝗮𝗿𝘁𝗺𝗲𝗻𝘁 𝗳𝗼𝗿 𝘁𝗵𝗲 𝗿𝗲𝗰𝗲𝗻𝘁 𝘄𝗲𝗹𝗹𝗻𝗲𝘀𝘀 𝗲𝘃𝗲𝗻𝘁 𝘁𝗵𝗮𝘁 𝗳𝗼𝗰𝘂𝘀𝗲𝗱 𝗼𝗻 𝗵𝗲𝗮𝗹𝘁𝗵 𝗿𝗶𝘀𝗸 𝗮𝘀𝘀𝗲𝘀𝘀𝗺𝗲𝗻𝘁.

The free two-day healthcare event, held on the seventh floor of the multilingual call center's Makati headquarters, provided risk assessments, counseling for employees, and free contraceptives for all attendees.

Workers from Makati City's Health Department were able to accommodate over 130 employees, providing them with general check-ups, blood glucose testing, and HIV screening.

The Health Department workers say the program will help Open Access BPO employees determine how at-risk they are of diseases like diabetes, hypertension, and HIV/AIDS. Family planning lectures and counseling services were also available.

This holistic approach to wellness empowers employees to take charge of their health and well-being.

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