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When To Be Proactive When It Comes To Customer Service - PlayVox - ContactCenterWorld.com Blog

When To Be Proactive When It Comes To Customer Service

The majority of customer service consists of us being reactive. Agents answer calls, customer questions and respond to external stimulus.

And although this is fine and perfectly acceptable, it’s time we take customer service a step further.
By being showing initiative and being proactive instead of reactive, we can more easily delight our customers as well as anticipate mishaps, and prevent instead of cure.


Public company updates

Even if your updates will benefit the customer, clients like to be aware of the changes they will encounter and loyal fans will want to try and test all your new features.

Keep them in the loop about the changes your company is going through which can potentially impact them and their experience with your brand.

Organizing an event? launching something new? Be loud about it.

And don’t count on people to remember the first time around. If you need them to take action (install an update, sign up for an event) proactively remind them. People are busy and easily forget. Your message might not have reached them at a convenient time the first time around and they might not have had the opportunity to take action. Be insistent and frequently, but gently nudge them.


When visiting your website

Reaching out through live chat lets visitors know you’re there should they need anything while they browse around.

....NOTE - content continues below this message

INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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This isn’t simply about offering live chat and letting customers contact you. Many chat programs offer live-monitoring software which allows you to see who is currently on your site, how long they’ve been on, and on what page as it’s happening. With such a wealth of information, you can make well-thought out moves to engage the visitor and get them to do what you need them to (whether it be to ask a question about your product, prices, delivery).

Proactive live chat can be used to address prospect clients on your website or if your product or service is online based, it can serve to assist customers while they use your product.

**Learn how to optimize live chat on your website**


To provide them with useful information

WhatsApp and email are great tools to send useful information to your potential and existing clients. Valuable information doesn’t include pushing products or fun facts about your company. It means sending relevant sales, product tips and tricks, and perhaps even industry news that could be of interest.

**Is Whatsapp the future of customer service?**


You don’t want to be that pushy sales guy. You want to be the friend that gives a nudge and provides value when they need it the most. When the time comes and they’re ready to make a purchase, who do you think they will listen to?


To avoid customer complaints

Not everything always goes as planned. And that’s OK. But as a company, you have the responsibility to deliver a certain standard. If for any reason that standard is not met, it’s up to you rectify before it causes widespread damage.

Believe it or not, customers are very forgiving if they know what to expect, even if it’s not the best news. Warning in advance and public apologies can save you from customer backlash which can easily spread like wildfire, harming your brand and extending to what would have been your potential and future clients.

**11 steps to handling customer complaints on social media**


On the web, forums, and social media

Customers don't always talk about you on your networks or tag you properly. Or they could be looking for your services and don’t even know you exist.

This is where your powerful scouting talent can be put to good work. Search the web for potential opportunities including:

  • Mentions of your brand name
  • Mentions of misspellings of your brand
  • Complaints of your competitors
  • Questions regarding your sector or products/services you offer

Webinars, specialty forums, and groups as well as standard social media (Twitter, Facebook, Instagram, etc.) are great places to start your search.

TIP: An easy way to monitor activity without spending too much time is to set up alerts for keywords through your CRM.


To answer common customer questions

You’ve been in business for a while now and you have a pretty good idea of what your potential clients and existing customers ask for.

Create a proactive customer service system by offering self-service. As I love to say, help customers help themselves and make it easy for them to find the answers they are looking for. Tutorials, videos, forums, ebooks, accessible product demos and FAQ sections all work together to feed the self-help area of customer service.

**Create a top-notch customer self-service**


Save them the hassle of having to call and write to you. Provide easy-to-find and multiple smart search options (“Did you mean…?”) If their answer doesn’t appear, offer alternative solutions. Whatever you do, remember that customers are lazy, the less they’re asked to do, the better.


Proactive customer service is the future of how we attend to our clients. Although we are currently more reactive, to excel and delight, we must increasingly begin to take more initiative and make that first step to reach out.

Source: http://blog.playvox.com/when-to-be-proactive-when-it-comes-to-customer-service

Publish Date: October 7, 2016 5:00 AM


2020 Buyers Guide Outsourced Contact Center Services

Page: 123
1.) 
2P Perfect Presentation

Customer Experience Services
Outsourced contact center services It is one of the most important service that provided by "2P" and specialize to provide services for the establishment and operation of contact centers, customer service and Customer Experience, the most important services provided by this unit are:

• Establish, manage and operate call centers and supply the required systems and applications.
• Customer Feedback Technology
• Social Account Management System (customer interaction, reports, marketing and e-publishing services)
• Customer Relationship Management System (CRM)
• Artificial Intelligence Systems and Automation Services (AI & Automation)
• Business Intelligence Technologies and Performance...
(read more)
PH: +9661151099888

2.) 
31 West Global Services

We offer after-hours, business hours & 24/7 customer support & help desk services. Over the last 17 years, we have helped 130+ small & mid-sized business companies across US & Europe.
PH: 877-262-5030

3.) 
Abacus Cambridge Partners

Combining unmatched experience and specialised skills across more than 40 industries and business functions, Abacus works at the intersection of business and technology to help organisations meet their key priorities and create sustainable value for their stakeholders. Headquartered in the United Kingdom and offices in the United Arab Emirates, the Kingdom of Saudi Arabia, Pakistan and Egypt, Abacus has more than 800 global customers and over 2800 customer-focused employees working in 30+ countries.

We offer the following services:

Business Process Outsourcing
Customer Experience and Customer Relationship Management
Enterprise Resource Planning
AI & Robotic Process Automation
API...
(read more)
PH: +44 (0) 207 397 8725

4.) 
Advantage Communications

Our industry is changing fast, consumers want the best service and a seamless contact center customer experience. In response, we've re-invented our contact centers with next-generation technologies and new, improvements to customer service.

Conversational AI. IVR. 100% Natural Language. Operational Intelligence. Social Media Customer Support Services. ChatBots - all supported by our skilled contact center agents to make the customer experience better.

We're now ready to PowerUp your contact center customer service to new levels of excellence with our winning combination of people, passion, and technology.
Are You Ready?

5.) 
American Help Desk

Help Desk Services
24/7/365, 100% US-based help desk, with phone, chat, sms and email capabilities as well as ticket and alert management/remediation services.
PH: 800-997-0977

6.) 
Ameridial Inc.

Inbound customer service and sales support
With 25+ years of experience and stability, Ameridial offers clients an unparalleled record of providing reliable, cost-effective inbound and outbound live-voice solutions. We also offer click-to-call services, live chat, social media monitoring and IVR. Ameridial is headquartered in Canton, Ohio with nine call center locations in Ohio, Maine, and North Carolina. Specialists in: Healthcare, Communications, Direct Response TV and Radio, Non-profit. Results-based pricing.
PH: (866) 775-4755

7.) 
Ballena Media

Business Process Outsourcing
Ballena Media provides near-shore Business Process Outsourcing for Contact Center services to companies seeking to improve quality and efficiency while saving 30% to 40 % for similar services in the U.S. The company’s value proposition is based on its long term relationship with clients showing it can meet or exceed any metrics performed whether in-house or outsourced.
SERVICES
-Contact Center Services
-Customer Service Support
-Sales Support
-Web Data Collection
-Telephone Data Collection
-Data Services
-Infrastructure Design
-Workforce Support
-And More
RESPONSIVE
24/7 coverage, always finding the best solution for your business
PH: (760) 338-7057

8.) 
Bgcomm Contact Solutions

Outsourcing
Our Professional Services cuts across multiple verticals and horizontals. Our services cater to both the Private and Public sectors, providing the technology and resources in the transformation and improvements of our clients’ people, processes, and profits.
PH: +1 213-660-2066

9.) 
Boomerang Marketing SA

BPO, Financial and Customer Services
Boomerang SA provides BPO, Financial and Customer Services. We are an Outbound Contact Centre with a proficiency of selling Short and Long Term Insurance products, as well as cross-selling Value Added Products. We provide Inbound Customer Services to the International Market. We service both B2B and B2C sectors, ranging from but not limited to Lead Generation, Appointment Setting, and a full sales spectrum.
PH: +27216738100

10.) 
CallNovo Contact Center

Multilingual Customer Service
Inbound and outbound customer service/after sales support is the two general types of call center services offered globally by Callnovo. Inbound services are performed by reps who field calls from customers. Outbound reps make calls to customers to follow up on or inquire about account issues.

Regardless if you are looking for a telephone, email, live chat or email customer service/after sales support, Callnovo outsourcing call center team is right here to help. With more than 10 years’ experience, Callnovo one-stop multi-language customer service/after sales support call center team takes care of clients’ every single detailed customer service/after sales support need. We are happy to pr...
(read more)

11.) 
CGS

CGS is a global provider of business applications, enterprise learning, and outsourcing services that support clients’ most fundamental business activities.

With optimized call center resources to serve global clients, CGS offers a unique hybrid approach through automation and live agents in its contact centers located in North America, South America, Europe, Asia and the Middle East. Its AI-enriched chatbot and RPA technologies complement the customer support services provided by thousands of multilingual call center agents. CGS supports many of the world's industry-leading global brands from retail, hospitality, healthcare, technology, and telecom. The company's innovative, scalable and...
(read more)
PH: 1 (212) 408-3800

12.) 
CLCA Call Direct

Virtual Assistant Services
Ensuring you have an efficient back office team is vital to running a reliable and cost-effective business. Our virtual PA services allow you to have either a live call answering solution that will transfer a call or take messages in absences or a non-voiced option for back-end operations meaning your business is always available to customers.

Your dedicated virtual PA will be matched to your business and your requirements and will answer any calls or emails with your company name and a tailored script that you will approve before our team take live calls.

This means that non-essential business or personal tasks are taking off your plate which can only benefit your essential business p...
(read more)
PH: 0333 600 5005

13.) 
Conectys

Conectys delivers a wide range of contact center services and call center outsourcing solutions. We service clients in over 35 languages from our locations in Romania, Belgium, Philippines, United States, Poland, Turkey, Portugal, and Taiwan as well as through a robust Work from Home team.

We speak English, German, French, Spanish, Italian, Dutch, Portuguese, Polish, Czech, Romanian, Hungarian, Bulgarian, Russian, Greek, Turkish, Arabic, Swedish, Norwegian, Finnish, Danish, Mandarin Chinese, Japanese and more – all for seamless communication across cultures.
PH: 646-381-1599

14.) 
Connecta Center

- Prospecting, commercial appointments
- Collection
- Surveys
- Customer Care
- Technical Support
PH: 5222690888

15.) 
ContactWorks

We specialize in all aspects of customer contact services:
• Customer Service
• Technical Support
• Employee Help Desk
• Customer Acquisition / Retention
• Order Processing / Administration
• Quality Monitoring
• Consulting
PH: 512-220-2200

16.) 
CPM Group

Sales, Service and Support
Sales: Customer Acquisition, Lead Generation, Cross Sell, Retention, Intervention and Win-Back

Service: Care Lines, Customer Service, Product Recall and Data Breach Notification

Support: Analytics, Data Entry, Quality Assurance, Fulfilment, Receivables Management, Social Media Management and Mystery Shopping
PH: +61 3 9211 2300

17.) 
Eckoh

Contact Centre Services
Our agents can supplement your existing contact centre by providing help with taking Secure Payment, donation requests, overflow and out-of-hours calls, IVR support, Web Chat and Social Media responses. We ensure your customer card data is completely secure, thanks to our PCI DSS compliant environment.

Unified Agent Desktop solution brings together disparate solutions into one user-friendly interface. It improves efficiency and enhances both the agent and customer experience.
PH: 01442 458300

18.) 
EMS

EMS provides a complete offering of customer support services:
Inbound/Outbound Abilities
Email/Text Solutions
Interactive Voice Response (IVR)
FAQ/Knowledge Base Maintenance
Live Chat
Preemptive Chat
Web Call Back/Co-Browsing Services
Social Networking
Forum Monitoring
Foreign Languages

Methods of communication and support can vary widely for each unique program. Different goals need to be addressed with different customer support strategies. Many of our clients take advantage of multiple support strategies to provide superior service for their end-users.
PH: 800-233-8811

19.) 
Gatestone & Co.

Customer Contact Center and Business Process Outsourcing (BPO) Solutions.
Since 1978, Gatestone & Co. has been providing Customer Contact Center and Business Process Outsourcing (BPO) solutions to a variety of markets globally.

We offer fully-integrated multilingual Contact Center facilities operating 24/7 x 365, located in North America, Latin America and Asia. We have made tremendous investment in our technologies and process innovations to ensure all the right business outcomes while elevating customer satisfaction and brand loyalty.
PH: 1-800-900-4238

20.) 
InfoCision

Over nearly 4 decades, InfoCision’s passion for performance and proven results have driven an evolution to become much more than a contact center. Leverage our contact center resources, or we can help your internal center become more efficient and effective.

We are interaction experts committed to delivering superior customer experience and KPIs, while simultaneously reducing overhead, increasing return on investment, saving time, and minimizing risk. Our people and technology help your brand thrive with 24-7-365 support (phone, chat, email, text, social media monitoring etc.), Level 1 PCI compliance, and a complete, customizable suite of enhancements for internal customer care organizat...
(read more)
PH: 330-670-5817
 
Page: 123



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