8 Tips to Shift from Reactive to Proactive Customer Service


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Many businesses prefer to focus their approach on fighting customer problems as they come to the surface. Although such method can satisfy the customer at first, it will certainly not delight or surprise your audience. What if, instead, you’d address their issues before they even get to think of them? Here’s how you can do that in 8 steps:

1. Ask the customers for feedback

Many companies forget this detail, but it is very important to find out what the customer. Other companies exaggerate too complex and sent questionnaires. Ideally, to be her client inquiry “if you could change something about our services, what would it be?”. Usually customers are receptive to this question, and their feedback is extremely helpful for improving services.

2. Announce your mistakes before customers report them

It’s always better to tell your customers of a problem directly instead of letting them find it on their own. What can you in this regard is to:
– Alert clients of the problem and offer them your apology
– Offer them a discount on future purchases
– Tell them that you’re actively looking for solutions to avoid that problem happening again
– Make sure that they know whom to get in contact with in case they need further assistance

3. Reward loyal customers with offers and discounts

A loyalty program will do good not only to your customers, but especially to your business. Make sure to offer them tangible rewards, and you’ll raise your brand awareness in no time. In addition, make sure to adopt a proactive reach strategy, getting in touch with the customers before he needs your aid in order to strengthen your relationship with him. You may send an email a couple of months after they have registered with you and offer a 5% thank you discount, or provide them with special offers from time to time.

4. Anticipate the needs of your clients

Customers do not want to buy just products or services. They want to buy solutions to their problems and things that will make them feel better. Customers need rewards of emotional, rather than rational nature. The more you get to know your customers, the better you’ll be able to anticipate their needs. Communicate regularly with them and listen carefully to identify their needs and desires.

5. Every client should feel appreciated

Treat every customer with respect. Give sincere compliments because most people appreciate honesty. Earn their trust and respect. Discover how you can make them feel better. Customers appreciate enormously when their wishes are deemed to be real important by the company.

6. Notice what the clients are saying online

If you don’t listen carefully to what your clients say online, then chances are you’re wasting plenty of opportunities. Reaching out with your customers in the online environment allows you to address their needs before they arise and increase their satisfaction degree. Make sure to provide simple and real solutions to their problems and they will want to do business with you again.

7. Create content that is able to answer common customer queries

Most customers would prefer to find the answer to their problems by themselves, rather than calling a customer service agent or emailing your company. Thus, if you make it difficult for them to find helpful information, then you’re ultimately cheating yourself. A recent survey of Forrester showed that 57% of customers would give up their online purchase altogether in the event they cannot find an answer to their question easily. Thus, you need to seek ways to provide them valuable information. Create an easy to read FAQ section, deliver solution-based articles, or address customers’ queries on a special blog, just make sure that its easy for them to find what they need, fast.

8. Include live chat on your website

Last but not least, having a live chat option on your website is your best bet in a world which demands fast and actual answers. According to the same Forrester survey, 44% of the respondents think that a website’s ability to provide quick answers through live chat is the most important feature that they can offer. Thus, by privileging your customers from such option, you’re only privileging yourself from the opportunity to make more sales.

Anticipating customer needs and desires underlies the fight against your competitors. The permanent need of new, exclusive content, should engage you in a game of the mind, into an exchange of information between your company and the existing customers or the potential ones. In these exchanges will find new sources of anticipation, improvements and innovation. Follow the above 8 tips and you will quickly find out what great results a proactive approach can bring to your company.

The 8 steps for doing this has been provided by Software Advice, a company that provides free reviews and comparisons of customer service technology.

Republished with author's permission from original post.

Stefanie Amini
Stefanie Amini is the Marketing Director and Specialist in Customer Success at WalkMe, the world's first interactive online guidance system. She is chief writer and editor of I Want It Now (http://ow.ly/gOU3a), a blog for Customer Service Experts. Follow her @StefWalkMe.


  1. Great article, especially nr. 2 can work wonders and will get the company a lot of trust and maybe even brand advocates.

    I would like to add to “every client should feel appreciated” that every feedback should be appreciated, too. Too often I see companies trying to defend themselves in the face of negative feedback instead of embracing it and thanking the client for it. Even if the client got the facts wrong or whatever – be nice, be thankful and deal with it in a professional manner.


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