Understanding and anticipating customer needs.
Hyperpersonalization of customer care.
The vast majority of customer service operations are reactive, with a primary focus on resolving customer queries. For this it needs integration with,all the various departments that interact with customers, including back-office functions such as marketing and sales.
“Proactive customer service is preventing issues.”
Frontline employees in stores and support.
Customized customer service to each individual: when a customer calls a contact center, the agent can pull up a profile detailing the customer’s every interaction with the company, from previous service calls to payment schedules and marketing segmentation.
Key to success
- Solving problems before customers raise them.
- Personalizing responses when customers reach out
Reduced need to call means proactively resolving issues.