{"id":11026,"date":"2019-02-13T13:30:03","date_gmt":"2019-02-13T13:30:03","guid":{"rendered":"https:\/\/www.revechat.com\/?p=11026"},"modified":"2026-04-29T10:25:12","modified_gmt":"2026-04-29T10:25:12","slug":"proactive-customer-service","status":"publish","type":"post","link":"https:\/\/www.revechat.com\/blog\/proactive-customer-service\/","title":{"rendered":"What is Proactive Customer Service and How to Implement It?"},"content":{"rendered":"Do you wait for customers to reach out to you with their problems?\u00a0\u00a0<\/span>You should not because 87% of customers<\/strong> expect to be proactively reached out to by brands for customer service-related issues.<\/strong>\u00a0<\/span>\u00a0<\/span>\n\nThe right approach obviously is to make the first move, take the effort and go the extra mile to make customers happy<\/em>.\u00a0 <\/span>\n\nBy adopting a proactive customer service approach, a business is able to not only anticipate but also resolve the problems in the preliminary stage itself. This puts less pressure on the support team and increases customer loyalty.\u00a0\u00a0\u00a0<\/span>\n\nAnd taking the effort shows that you as a business are proactive and understand your customer’s issues even before they become problems. It means, your business needs to be prompt in identify, resolve customer issues, and ensure great experiences.<\/span>\n\nYour business however can never go a step ahead of customer issues unless it fully grasps the concept of proactive customer support.\u00a0<\/span>\n\n\"Proactive\n

What is Proactive Customer Service?\u00a0<\/span><\/h2>\nProactive customer service means anticipating and identifying potential customer issues and addressing them proactively before they face them.\u00a0\u00a0<\/span>\n\nA proactive approach can take many forms, right from getting customer feedback to joining forums to creating knowledge bases to using FAQs to leveraging live engagement tools, and face-to-face visits, etc.<\/span>\n\n\u00a0<\/span>In order to develop a proactive customer service strategy, we need to consider the key aspects.\n
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  • What matters most<\/strong>\u00a0\u2013 i.e. what are your customers\u2019 priorities? It can be identified through customer-driver insight.<\/li>\n \t
  • When it matters<\/strong>\u00a0\u2013 i.e. wherein the customer journey can you provide an answer, before the question is asked?<\/li>\n \t
  • How can you fulfill it<\/strong>\u00a0\u2013 i.e. the digital channels that will be used for proactive messaging and what wider impact will it have on your business culture?<\/li>\n<\/ul>\n

    Why Proactive Customer Service is so Important?<\/span><\/h2>\nA faster response is a key ingredient of superior customer service as\u00a040% of customers<\/span> want companies to focus on taking care of their needs quickly. They also expect businesses to show a willingness to help even before an issue occurs.\u00a0\u00a0<\/span>\n