{"id":27594,"date":"2021-05-07T12:00:35","date_gmt":"2021-05-07T12:00:35","guid":{"rendered":"https:\/\/www.bigcontacts.com\/?p=27594"},"modified":"2026-01-14T09:50:04","modified_gmt":"2026-01-14T09:50:04","slug":"proactive-customer-service","status":"publish","type":"post","link":"https:\/\/www.bigcontacts.com\/blog\/proactive-customer-service\/","title":{"rendered":"What is Proactive Customer Service and How to Implement It?"},"content":{"rendered":"

Remember the last time you were actually surprised by a delightful experience from a customer service team?<\/span><\/p>\n

Maybe you ordered your favorite pizza online, only to find the restaurant didn\u2019t have it in stock anymore. Instead of issuing a refund, the customer care representative had the pizza delivered right to your doorstep from another location. Or perhaps you booked a hotel with your family, and since the hotel was not all packed, the customer relationship manager offered you a large suite with a great view so you could enjoy the vacation.<\/span><\/p>\n

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These amazingly surprising instances of added value are forms of proactive customer service. In this fast-paced competitive world, customers expect a lot from companies than ever before. It is quite obvious that customers can afford to have the highest expectations because they can easily switch to another company if their needs aren\u2019t met.<\/span><\/p>\n

#FACT TIME<\/i><\/b>: More than <\/span>71% of people<\/span><\/a> recommend a service or product because they have had a delightful experience.<\/span><\/p>\n

Here\u2019s the deal. Either you can sit tight and wait for customers to shoot their questions and issues via email, chat, and phone. This is reactive customer service. Or you can take the initiative to offer help before the customers ask for it. This is proactive customer service.<\/span><\/p>\n

Surely, there is nothing wrong with answering or addressing the issues when you are asked. But it\u2019s simply a lot more impressive to reach out and solve a potential problem before the customer seeks help.<\/span><\/p>\n

In this blog guide, we will be discussing the benefits of proactive customer support, why is it better than reactive customer support, and how you can implement it!<\/span><\/p>\n

<\/span>What is Proactive Customer Service?<\/b><\/span><\/h2>\n

Proactive customer service or proactive support is all about making the first move to help your customers before they reach out to you. The businesses first identify the potential problems and then resolve them for the customer.<\/span><\/p>\n

If the customer isn\u2019t getting help unless they ask for it, you are simply following the reactive customer support process. The mentality behind the proactive approach is to go above and beyond for the customer to provide a great experience. To increase customer loyalty and trust in your brand, you definitely need to step up and offer the best possible experience.<\/span><\/p>\n

However, not all customer service can be proactive. Reactive customer support is also valuable and is reserved for different situations.<\/span><\/p>\n

<\/span>Why Is Proactive Customer Service Better Than Reactive?<\/b><\/span><\/h2>\n

Proactive customer service is like getting the COVID vaccination which will protect your body from the virus in the future. The solutions offered here are to problems that haven’t happened yet, making one prepared in advance.<\/span><\/p>\n

On the other hand, reactive customer service is like that kit of COVID medication that is provided after the virus has already affected your body. Here, the customer service representative comes in to offer the solutions once the problem has already occurred.<\/span><\/p>\n

Offering help to the customers when they ask for it is alright and there\u2019s nothing new in it to delight the customer. But if you identify and react to the customer problems before they grow into bigger pain points, your customers won\u2019t be annoyed. It also allows you the opportunity to build customer loyalty and collect valuable customer feedback.<\/span><\/p>\n

<\/span>Why is Proactive Support Important?<\/b><\/span><\/h2>\n

We\u2019re living in a customer-centric world and brands investing their money to focus on customers are achieving great results. Here are a few reasons why you should adopt a proactive customer approach.<\/span><\/p>\n