The proactive customer service guide

Research states that 25% of all calls into the call centre are avoidable. But how?​ We look at the rise of proactive customer service, and some of the mechanisms and new ideas that are allowing brands to solve customer issues way before they’re allowed to escalate. 

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When I first heard the term 'proactive customer service', I had to do a double-take. Isn’t that an oxymoron? Doesn’t that go against...
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Leading-edge companies around the world are now practicing proactive customer service, where customer needs are anticipated and met, rather...
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Getting to a place where the majority of your customers never have to contact you for support queries is the Holy Grail of customer service...
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The following extract is an updated chapter from customer experience luminary, Adrian Swinscoe’s book How to Wow: 68 Effortless Ways to...
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As business professionals, we are continually bombarded with messages about the value of data. It is like the new gold rush, with many...
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Imagine you’re walking down the High Street, minding your own business, when a stranger comes along and taps you on the shoulder. “Hello, [...
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Two years ago, when Forrester Research announced its hottest trends for customer service , sitting in amongst the top six was proactive...
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Back in 2012, the aptly-named US discount store, Target thought it had delivered the data insight equivalent of throwing a dart and hitting...
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Marketing and customer service have long been prescribed as natural bedfellows. Yet enticing the two departments to dip beneath the sheets...
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A shift towards a more proactive approach to customer service is gathering pace. Indeed, if the 2017 UK Contact Center Forum Proactive...