Staying ahead by anticipating customers’ needs, Live chat software helps companies provide proactive service. Reactive customer services only aim at addressing issues as they arise, which isn’t the case with proactivity at all. Therefore, when it comes to satisfying and retaining customers, Live support software might be the best choice for the companies. |
There are two kinds of customer service, one is reactive and the other is proactive. In reactive customer service, action is taken after a customer experiences problem or when something is brought to company’s attention. Quite contrarily, proactive customer service is all about satisfying the customer by anticipating his wants and issues beforehand. Speeding up the whole shopping process, proactive customer service makes the business transactions more appealing and pleasant. In today’s hyper digital world, venting or complaining customers can easily send your business into a tailspin; therefore, it is extremely important to improve on your services by taking on a proactive rather than reactive approach. Live chat software enables online businesses to anticipate customers’ changing needs, which would ultimately lead to customer satisfaction, strengthened connections and loyalty. Taking both innovation and quality into account, proactive service through live chat software enhances performance, curtails costs, and gratifies customers. Here’s how.
Customer Retention and Loyalty It is a well-known fact that customer retention is better than customer acquisition. Instead of employing reactive retention strategies, managing your relationships proactively might be the best way to preserve your customers. Proactive retention is all about focusing on and solving customers’ issues. Take the example of Walmart. Recently, when the giant retailer focused more on profits instead of its customers, it ended up losing both. For web-based business, proactive live chat tool can increase customers’ tendency to stick with you and reduce the churn by accurately identifying their issues and requirements.
Enhanced Performance Instead of waiting for the customers to present their problems to you, it would be better to reach out to them. Proactive engagement can prove to be very rewarding in this context. Customer service ought to begin right from the point a visitor lands on your website and continue till he has made a purchase. Likewise, with live chat software, company rep starts helping the browser as soon as he lands on the webpage till he finally makes a purchase.
Reduced Costs Proactivity can take customer interactions from amounting several dollars to costing just pennies. Proactive online processes, as through live chat software, are faster and more cost-efficient than reactive processes. The cost of receiving or sending hundreds of phone calls or emails could be much more than assisting your customers through a chat window. Besides, customers can carry on their web sessions without any disruptions. Increased Customer Satisfaction A constant engagement with the customers to search for relevant solutions ultimately leads to their satisfaction. Taking on proactive approach, live chat service provider applies his knowledge to develop and implement solutions so that the customer gets exactly what he wants. There is a great deal of difference between taking measures to prevent a problem and not having complaints in the first place. Enabling companies to plan solutions ahead, proactive customer service creates less stress and is more likely to succeed then reactivity.
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