In recent years, the market has undergone changes. Competition is fierce, consumers are increasingly demanding and expect a greater variety of products, immediate availability, fast and efficient purchasing processes, smooth returns processing. All these factors boil down to customer service.
Thus, the market has become more competitive for most why purchase dentist database from us businesses and making changes in their customer support strategy can become a competitive advantage to prevail over others.
Brand loyalty is gained when a company creates a positive impression on its customers through effective and proactive service. Unlike proactivity , reactivity waits for an event to occur before reacting. In this case, meeting customer expectations can be a real challenge. However, proactive service takes the initiative to develop strategies and is one of the best ways to be in control and meet customer expectations.
Therefore, in this article, we will cover the following topic: From reactivity to proactivity: how to change your customer support strategy.
Reactive vs. Proactive Customer Service: What’s the Difference?
When a team does not have preventive actions against a problem, it acts reactively, in this case, the action is taken when the problem occurs. That is, instead of having strategies that can precede a particular event, they react during this event. It is passive and not very autonomous for a market where competition is high.
To better understand, a reactive service is a service where the customer communicates through a contact means and waits for a response while the advisor handles the requests through tickets.
In a proactive service, the fundamental basis is action. In this case, the company anticipates to act on a problem without waiting for it to occur and for the customer to initially communicate. Strategies are developed that can constitute a solution to the customer's needs.
A proactive team is self-reliant and willing to address issues. However, while proactive service is considered essential to increasing customer loyalty, many businesses are unfamiliar with the term and find it difficult to make changes.