Proactive customer service: What is it and how can you implement it?

Nowadays, the majority of customer service journeys begin and end online. To be proactive, you need to offer self-service options and be able to provide support through digital communication channels.

Prioritizing a proactive approach doesn’t mean eliminating reactive customer service altogether. You’ll still need your best contact center agents on hand because people will inevitably reach out to you—you just want to minimize this. With Dialpad, you can set call routing rules to make sure calls are going to the best agents for the job. (Learn more about different customer service techniques.)

For smaller and medium-sized businesses especially, it can be expensive or challenging to provide 24/7 customer support. An IVR system can act as a bridge that helps customers get answers to basic questions at any time of the day (or night).

Work with your sales team to develop a questionnaire that could uncover valuable insights to your post-sales teams. If you’re service-facing, ask specific questions about what your client’s business goals are, why they’re buying your product, and how your product contributes to achieving their goals.