5 Steps to Move from Reactive to Proactive Customer Support
Summary
The process of switching from reactive to proactive support can feel overwhelming, so we’ve put together five tactics to make it less stressful. Then your product and marketing teams work collectively to make your outbound messages and blogs for customer education. Take, for example, this onboarding in an IBM product: Outside of creating meaningful content, of course, deliver it to specific customers based on their language, plan type, or company size. Your company will have different KPIs that you’re trying to impact, but a few good ones to consider are: • Rate of Automated Resolution (ROAR): how many tickets do you resolve without human contact? The insights you get from your customers will also help you better serve your prospects, creating a cohesive experience from the start of the buying process to the finish.
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