According to an Accenture report, 78% of B2B clients indicate that proactive service solutions are important, but are offered less effectively. After-sales service and customer support solutions are essential. Once a consumer chooses your services, it’s just the beginning of their journey to a longer relationship and higher Customer Lifetime Value (CLTV).<\/p>\n
With the right strategy and tools, companies can identify and direct each customer’s digital search towards the optimal result<\/strong>. According to Aberdeen research, proactive engagement can also achieve a 94% reduction in service costs.<\/p>\n Today, customers expect every service interaction to be easy, efficient, and satisfying. Delivering an exceptional customer experience (CX) is not just a competitive advantage; it is necessary for business survival. According to Salesforce, 45% of consumers will switch brands if a company does not actively anticipate their needs<\/strong>.<\/p>\n How to meet those expectations? Being proactive. Delighting customers by staying one step ahead. According to Gartner, 60% of CX leaders say their customer service function uses proactivity to resolve customer inquiries, and 85% of users end up contacting the call centre after a proactive contact<\/strong>.<\/p>\n In this sense, it is key to provide connected and personalised digital journeys in which customers do not have to start over or repeat information at any time<\/strong>. In fact, 96% of customers expect companies to make things easier for them without repeating the same thing over and over again. Gartner research found that the simplest, low-effort experiences reduce costs by reducing repeat calls by up to 40%, volume escalations by 50%, and channel changes by 54%<\/strong>.<\/p>\n Therefore, it is desirable to offer self-service options that allow clients to conveniently find requested knowledge on their own without having to contact a live agent<\/strong>.<\/p>\n Even if companies use the most sophisticated technology and CX initiatives, they risk failure unless they focus on the needs of their customers. Simple and fast resolutions with minimal wait times are their top priorities<\/strong>.<\/p>\n6 Ways Being Proactive Can Help Save Customers Time and Effort and Increase Brand Loyalty<\/strong><\/h3>\n
1) Know What Customers Expect<\/strong><\/h3>\n
2) Prioritise Customer Needs<\/strong><\/h3>\n