The majority of companies are organised to deliver customer service reactively. Yet reactive customer service is both expensive and un-engaging. Is it time to rethink the way that service is delivered?
Certainly there is evidence that some organisations are starting to explore how their service can be more proactive.
Last year, Kate Leggett of Forrester identified where opportunities for proactive service could lie in a blog post on trends in customer service, noting that: “In 2015, we expect organizations to explore proactive engagement ……delivered at the right time in a customer’s pre-purchase journey to help answer customer questions.”
But a year later, there are still few businesses that have truly embraced proactive service.
The following infographic by CloudCherry provides five reasons why proactive customer service is better than reactive service, sharing statistical evidence in support of them.
Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.