How proactive is your small business’s customer service? Even if your customer service reps are ready to respond to phone calls on the first ring, know all the answers and can solve every possible problem a customer may have, they could still be doing more. “Proactive customer care” is one of the top customer service trends identified in WDS’ latest report, 10 Trends In Customer Care 2015.
Being proactive means providing customer service assistance before the customer even asks—and WDS believes it will be an increasingly important differentiator in the coming years. In brick-and-mortar retailing, the proactive “How can I help you?” greeting is ingrained in customer service. But how can this proactive attitude extend to other industries and online-only businesses? Here are some suggestions.
- Follow up when an order is placed to confirm the order and provide an estimated delivery date. Make the message personalized by using a particular customer service rep’s name and having them take ownership of the customer.
- Have salespeople contact customers after the purchase is completed to see if they are happy with the product or service, have any questions or would like to learn about complementary products or services. Using CRM, this can easily be done using templates that salespeople personalize and scheduling the outreach ahead of time.
- Learn from customers’ activity on your website. If a customer is spending a lot of time on a particular page or product, or looking at “Help” and “FAQ” areas, reach out with a popup asking if the customer needs help and offering the option of live chat or a customer service phone number to call. This way, customers can get help in the way they prefer.
- If your data shows certain customers make recurring or seasonal purchases (such as garden supplies every spring, a thorough housecleaning before Thanksgiving or skincare products every few months), contact them a few weeks ahead of the next time they’re likely to buy, and offer to set them up on an auto-ship or recurring service plan at a discount to lock in the current price.
By reaching out to offer assistance before customers need it, you’ll make their lives easier—and your business more memorable the next time they’re looking for what you sell.