How Proactive Customer Service Can Pay Big This Season – News Couple
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How Proactive Customer Service Can Pay Big This Season


Customer service organizations, get ready for a bumpy holiday season! With global supply chain and shipping restrictions expected to intensify, customer service teams will need to face more challenges in the holiday shopping season. This requires doubling down on proactive customer service practices, not a moment too soon.

It used to be that customers would contact customer service teams when they needed support and companies would deliver the needed help. But in today’s competitive climate, this is no longer enough. Instead, consumers today need more hand-holding throughout the buying process. They also expect companies to anticipate problems and communicate proactively. This means that businesses today must be available to help whenever and wherever buyers need help and must be able to identify and solve problems before they become problems. By adopting this customer-centric approach, brands will be in a much better position to build long-term customer relationships and brand loyalty.

An inContact study found that the vast majority (87%) of adults surveyed are happy to be proactively contacted by companies regarding customer service issues and that 51% are open to being contacted with questions about their order. Moreover, 75% of respondents who got a pleasant surprise or positive experience with an incoming call reported a positive change in their perception of the company they are calling. Compare this to (weave in our research on buyers who will abandon the brand based on poor support)

So how can brands shift to proactive customer service and stay ahead of the anticipated turmoil of the holiday season?

Keep customers informed

Proactive customer service starts with keeping customers well informed. Make it easy for customers to find the information they need, whether it’s detailed delivery and tracking information, customer business hours, direct contact information, or frequently asked questions. The smoother you can make the information gathering experience for the customer and your agents, the more likely customers will continue to rely on you to meet (and hopefully exceed) their needs. This is an essential confidence-building exercise.

Admit your mistakes

Another important aspect of building trust is accountability. Keep in mind that it’s always best for customers to hear about an issue directly from your brand before they figure it out themselves. According to Kustomer’s research, 82% of customers expect retailers to proactively contact them if there is an issue with their orders. With anticipated inventory and shipping delays coming, make sure your customer service technology is able to promote proactive communication, not only letting your customers know about the problem, but being crystal clear about what you’re doing to address it. Don’t be afraid to offer an apology if warranted, or a discount or refund if the proposed solution does not meet your customers’ needs. Remember that transparency is your friend; Without it, you could jeopardize your reputation.

You have a comprehensive strategy in place

It’s important to be wherever your customers are, because nearly 90% of customers get frustrated when they can’t connect with a company on the channel they prefer. By letting customers choose to contact by phone, email, website or social media, you can serve them more effectively and reduce frustrations. To advance this front, ensure that your customer service technology will allow customers and agents to move freely between channels, so that each conversation begins where the last one ended.

Rely on AI and automation to accelerate accuracy

Speed ​​is needed to deliver exceptional customer experiences. Consumers today are impatient with long wait times or delays in resolving problems. In fact, our research shows that 71% of consumers expect their problem to be resolved immediately when they contact customer service. To achieve efficiencies in customer experience, brands need to rely more on self-service tools, especially as 67% of consumers prefer these tools over talking to a company representative. AI can play a key role in automating tedious and manual tasks on the agent board to free them up for higher value conversations. Additionally, chatbots can be used to instantly resolve recurring routine queries. They can also help clients gather basic information before dealing with an agent, which saves valuable time for both the client and the agent alike.

If brands want to keep customers happy during what may be one of the most frustrating holiday shopping seasons in recent history, they need to make sure their customer service teams are as proactive as possible. Now more than ever, a proactive customer service strategy has the power to surprise and delight your customers, and ultimately earn their trust and loyalty in the long run. This couldn’t come at a more important time for brands of all shapes and sizes.



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