Proactive support is a methodology or approach to customer service in which businesses take initiative to help customers before customers reach out for help. It’s about troubleshooting potential issues and resolving them at the very first sign of trouble.
Why Does Proactive Support Matter to Customer Service?
Proactive support is one of the best ways to build customer trust and confidence in your brand and products. Like a restaurant server who refills your water without a word, observing and intuiting what your customers need raises the quality of your customer service and the impression of your brand.
Often, companies are already aware of an issue before a customer reaches out to inquire or complain. For instance, consider an international retail business where shipping delays at customs are causing holdups in fulfilling customer orders — a situation the company knows about, but neglects to communicate to customers. Because of this lack of transparency, the company’s customer service organization is now fielding hundreds of inquiries and helpdesk tickets.
Proactive support can ward off this type of customer service issue, and there are other benefits to it as well.
What Are the Steps to Proactive Support?
- Ask customers for feedback and react to that feedback quickly.
- Pay attention to what customers are saying about your brand and products online with social listening.
- Create a knowledge base of content that can be used to allow customers to self-serve to answer their own questions.
- Inform customers of issues — shipping delays, bugs in software — before they contact you about them.
- Use live chat and in-app messaging to provide instantaneous customer support in the moment.
How Helpshift Supports Proactive Support
The role of technology in proactive support is important. With Helpshift, you can deliver proactive support experiences and keep your users informed with targeted push notifications and in-app messages.
Here are three top ways Helpshift supports proactive support:
- Bring users back — Use in-app and push notifications to draw users back into your app and engage them with new offers, useful resources, and timely support information.
- Keep customers engaged — Use in-app messaging to engage your customers in a highly personalized way, notifying them of issues or following up on customer service cases.
- Segment and target groups of customers — Segment customers based on their user profiles and metadata and then personalize your outreach based on criteria you define.
Helpshift’s Proactive Campaigns allow you to send targeted push notifications and in-app messages to all of your mobile users so you can alert users when bugs have been fixed, tell users a particular feature has been shipped, and ask for app feedback.