The "new normality" has changed the relationship between companies and customers, raising the importance of customer service.If at the beginning of the Covid-19 pandemic it seemed that many companies had literally off the phone, it seems that brands have begun to realize that their contact centers are vital in the relationship with their customers.Therefore, it is so important for companies to offer a proactive service to the client, which will mark the future of contact centers.
Next year, companies must pass from being reactive to proactive in regards to customer service.Unlike reactive customer service, when customers who have questions communicate with their company, proactive customer service focuses on identifying and solving problems even before the client seeks support.
Terry Walls, former KPMG managing director, said that the future success of customer service organizations is based on their ability to anticipate continuously.Looking ahead to 2022, companies must use artificial intelligence and analysis to acquire knowledge and learn more about their customers even before they contact them.Knowing critical information will be the driving force for brands to better control conversation and have more significant interactions.
Do not send spam to customers
Proactive does not mean spam.Too often, we see that companies interpret being proactive such as sending mass messages to many customers with customization elements.Looking ahead to 2022, companies must really evolve and know their customers.This requires tools that can alert leaders about problems present in the industry.The appropriate technology can help them manage the client's impact on their business and provide the necessary information for rapid problem resolution.
For example, the use of artificial intelligence for real -time reports on emerging trends allows customer service agents to quickly solve new problems.It makes it possible to communicate proactively with its customers through its favorite channel to verify that everything is working.Proactive contact centers do not wait for affected customers to contact them, act preventively and customers will appreciate this attitude while incoming contacts are reduced.
The importance of technology
By taking advantage of technology to be proactive, contact centers can interact with customers positively, while benefiting from a series of results.Being proactive will not only help companies retain existing customers, but also to acquire new ones, since leaders can identify strategic opportunities to interact with potential clients and anticipate what they may need.
At the same time, when getting ahead of frustrating experiences, proactive customer service will allow companiesempathic
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