Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

MEMBER
Heriadhi Waskitho
Quality Auditor
22
MEMBER
Desmond Tan
Manager, Service Management
159
EXECUTIVE MEMBER
Mezy Fadhila
HSSE Supervisor
80
MEMBER
Ben Oxford
Head of Digital Crisis Support Services
251

Envision - ContactCenterWorld.com Blog

Is Proactive Customer Service The New Norm?

I've recently purchased a new software application for my business. The tool has been helpful in making our team and myself more productive. There is of course a bit of a learning curve and a few areas where I've struggled to figure things out but not enough to contact the provider’s help desk or customer service line.

To my delight and surprise the software provider of this tool has reached out to me…proactively. Checking to see if they can help me in any way. They offer useful tips and suggestions to make sure we are getting the most out of the tool.

And sure enough, the approach works.

I am more engaged with the tool, taking more advantage of the features I may not have been aware of otherwise. And, I am likely to become more dependent on this tool. Ah…there is the key…customer stickiness. I am now more likely to be a long term, loyal customer who renews my subscription.

The experience is great. It makes me wonder if the proactive approach is the new norm for providing an exceptional customer experience. Is it what will be expected for customers to be wowed by the products they use rather than just somewhat satisfied or pleased?

Providing this little bit of extra attention could end up going a long ways in impacting the experience of the customer.

I also think about large contact centers who service and support thousands and thousands of customers. How might a contact center team prepare, staff and cost-justify the additional expense?  The agents making the contact will have to be well coached experts about the products or the call may backfire.  What if the customer is unhappy? Do you also provide a proactive refund and enable the agents to make that call with the customer on the line? 

The well-intended call could have implications that are very broad and complex for a large organization to digest and manage. But if this is the new normal then we will need to adapt.

Also, how will companies incorporate the proactive contact into their operations? Is it a phone call or email and how many times do we attempt to contact our busy end customer? Might a company use the opportunity to up-sell their customer on other products to help offset the expense? Or is the long-term value of the customer justification enough to take this extra step?

If your company is not engaging in proactive customer service, it may be a new strategy for your organization to consider.  The opportunities and customer retention delivering this proactive service may very well outweigh the challenges.

Source: https://blog.envisioninc.com/blog/proactive-customer-service

Publish Date: January 22, 2019

NEXTGEN-TV

NEXTGEN-TV PROGRAMMING

NOW PLAYING
Starting on the hour every hour today

A Refreshing Contact Center!
WATCH

Coming up this Week

About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 5897 

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =