If you want to make customer service your competitive advantage, you need to deliver proactive customer service, not just reactive. Find out our top tips to create a personalised, contextual experience.
No customer wants to be reaching out to customer service. Imagine a world where your favourite brands reached out to you when they anticipated a problem. Better yet, resolved it or presented a solution. Here are some great ways to move the needle on proactive customer service in your contact centre.
“With a 26% increase in conversion, email reduction of 40% and a 70% reduced handling time thanks to the chatbot which pre-processes dialogues before handing over to a human agent, we are more than happy. We can now provide accurate personalised service at all levels, especially to our 1.2 million loyalty members who choose to use digital channels.”
Chérie Dahlin, Customer Service Manager at Granngården