Customer service has been ad hoc. Customers contact us with a problem, speak with a support agent, and wait for their problem to be resolved. When you provide proactive support, you anticipate problems and reach out to customers before they contact you. By taking a proactive approach to support, you can be there for customers the moment they get stuck and lend a hand in troubleshooting their issues. This way, you can wow customers while also gaining useful insights to improve their end-product experience.
Proactive assistance can include:
Communicating with customers ahead of time about areas of concern such as product issues and other issues such as network outages.
Identifying problems with the user experience before customers complain.
Going above and beyond to win customers over with special offers and accessories.
