Any business must prioritize providing excellent customer service. It’s what gives clients a sense of being seen, heard, and cared for, especially when a problem arises. However, it’s no longer sufficient to simply reply to customers’ texts, emails, and messages. Customers today demand that businesses anticipate their needs and go above and beyond to deliver top-notch customer service.
Reactive customer service: What Is It?
Responding to inquiries or requests that customers make is known as reactive customer service. Usually, it’s in response to a query or problem the customer has with your company’s name, goods, or services.
Why Does Reactive Customer Service Need Improvement?
A first step, but not sufficient, is providing reactive customer service. With more brands available than ever before, consumers today are dissatisfied with companies that merely fulfill their requests. Instead, before they reach out, they look for people who can foresee their needs and help them.
Proactive Customer Service: Meet the Team
So, what does customer service that is proactive look like? Providing prompt customer service. Proactive customer service uses data to assist customers before they contact you and find opportunities to surprise and delight them, as opposed to reactive customer service, which is when you react to something that has already happened. (Consider proactive customer service as putting out fires while reactive customer service puts out fires before they start.) Proactive customer service is a great place to start for businesses that want to model behavior and culture that is focused on the needs of their customers. Call Cegura Technologies right away to learn more!
