Customer service, traditionally performed after a customer initially contacts your company, needs to change to stay relevant and successful. It should be initiated proactively, providing a better customer service experience. You can set up a self service portal that can be personalized to the customer. You need to promote communication throughout the different departments in your company, collaborate to solve problems. Keep current with any tools available to you for customer service, it pays to be aware of the trends.
- Companies need to move from a reactive model of customer service to a proactive one in order to better serve the customers needs
- Modern companies need to communicate across all departments in order to quickly and effectively solve the customer’s issues to create the basic reactive model
- Top-performing companies have found that customers would prefer a personalized web portal that allows a customer to help themselves rather than having to email or call the company for assistance
“The only way to get off of the reactive service treadmill is to move to a model that focuses on eliminating the reasons why customers call for support in the first place.”