No matter what type of business you’re in, great customer service is essential for long-term growth and sustainable success. However, some companies fail to take a proactive approach to customer service, which can be detrimental to their business.
Learn how CPI Technologies empowers companies to offer proactive customer service.
Proactive Customer Service: Why It’s Essential for Success
A helpful way to understand proactive customer service is to compare it to the alternative: reactive customer service. Reactive customer service means waiting for customers to reach out for support and then attempting to meet their needs. In contrast, in proactive customer service, your company anticipates customers’ needs and takes steps independently to support customers before they even have to ask.
Proactive customer service can take many forms. One of these forms is reaching out to customers to let them know about an issue before it turns into a frustration. For instance, if a supply chain shortage or shipping delay means a customer will receive an item they ordered late, a company could reach out to let them know about the holdup, assure the customer the company is doing their best to get the item to them quickly, and explain the process if the customer would like to cancel or change the order.
Research shows that customers appreciate it when companies take a proactive approach to customer service. Two-thirds of U.S. consumers say they have a more favorable view of brands that contact them with proactive customer service notifications. Despite this positive view of proactive customer service, a Gartner survey found that only 13 percent of customers had received any type of proactive customer service.
Companies can cash in on several valuable benefits when they take a proactive approach to customer service.
Attract more customers.
Especially considering that many companies are failing to deliver the proactive customer service consumers want, offering top-notch, proactive customer care gives you a competitive edge and attract more customers to your business.
Increase customer loyalty.
Offering better customer service can build stronger relationships with your existing customers. Better serving these customers helps you build a loyal customer base since 95 percent of consumers say customer service is an important factor in determining their loyalty to a brand.
Grow your reputation.
Being known for offering excellent customer service that makes customers’ lives easier is also a surefire way to boost your brand’s reputation. Whether it’s word-of-mouth referrals, positive online reviews, or testimonials, this positive press can greatly enhance your brand’s reputation.
Proactive customer service may sound like more work for your company, but in the long run, it can actually save you time. This is because proactive customer care naturally reduces the number of support phone calls or emails that come in, and it helps you get ahead of customer complaints or needs before they occur. Improving customer service operations also leads to a reduction in errors and operating costs.
How CPI Technologies Enables Proactive Customer Care
CPI understands how critical proactive customer service is for modern customers’ satisfaction and modern companies’ success. That’s why we offer a number of solutions that help companies execute a proactive customer support strategy.
Let’s look at some of the ways CPI enables proactive customer care through our product and managed service offerings:
1. Ensure clear and consistent communication.
CPI can equip companies with a system for unified communications (UC). UC improves collaboration and ensures all parties (including team members and customers) are consistently on the same page. UC also makes it easier to receive and respond to messages in a timely manner.
2. Stay in sync with team members to minimize errors.
UC also helps companies deploy real-time information sharing, even across distributed teams, to improve accuracy and reduce errors. The right communication tools minimize confusion and complexity that can otherwise lead to inefficient and ineffective customer service.
3. Streamline internal operations for better service.
Having the right resources at your disposal means your company works more efficiently and spends more time offering proactive support. CPI helps you achieve operational efficiency by equipping you with tools and services like:
- Enterprise content management systems
- Records management solutions
- Document workflow technology
- Managed print services
- Managed IT services
- And more
4. Protect against data breaches and exposure.
Keeping track of customer data is essential to proactively determining customers’ needs or offering personalized recommendations. When you’re collecting customer data, security is paramount. CPI helps you safeguard document security to protect sensitive customer information.
5. Offer a more seamless customer service experience.
CPI helps you improve your approach to content management so customers can easily view the current status of their requests and transactions. This kind of transparency means you’ll maintain a solid relationship with customers and provide the information they need before they have to ask.
Transform the Customer Experience with CPI Technologies
Proactive customer care greatly enhances the customer experience. CPI is a trusted vendor for communications equipment and managed services to assist companies in meeting their goals for efficiency and productivity.
Schedule your consultation to learn how CPI can help your business deliver more proactive customer service!