Customer’s expectations on customer support are changing. Fast. And if you don’t keep up with those expectations, then you and your business will be left behind.
Do you provide customer support? Sorry to disappoint you, but that’s not enough to keep customers happy. Only 4% of customers bother to voice their complaints about your company – leaving 96% of customers who will never take the step to let you know that they’re dissatisfied. Out of these dissatisfied customers, it’s estimated that 91% of these customers will never come back to you. In other words, you’ll end up losing the vast majority of customers who are unhappy.Unless…
Unless…You provide proactive communication between you and your customers.
What is proactive communication
Proactive communication is simply the act of businesses reaching out and communicating to their customers first. In the previous paradigm of customer support, businesses waited for customers to come to them to voice their complaints. As mentioned, this led to businesses losing many customers who were unsatisfied but who were unable or unwilling to address customer service agents. Instead of waiting for this to happen, businesses decided to take the proactive route and engage customers first. With the advent of smart devices such as computers and smartphones, companies now have increased access to customer data such as customer behavior and location.
Why customers love proactive communication
It’s a proven fact that customers love being proactively engaged by businesses, with 87% of US adults expressing interest in being proactively contacted by an organization or company, while 73% of those with a positive proactive engagement stated that there was a positive change in perception of that company, and 62% have taken action as a result. Customers love proactive communication for a couple of main reasons:
- It’s easier –
Proactive communication takes the burden from customers to initiative the conversation.More convenient – Companies meet customers where they are, rather than funneling them to any particular customer service channel.
- More convenient – Companies meet customers where they are, rather than funneling them to any particular customer service channel.Makes them happier – Being proactively approached increases customer satisfaction as it makes them feel as if the company contacting them cares about their wellbeing.
- Makes them happier – Being proactively approached increases customer satisfaction as it makes them feel as if the company contacting them cares about their wellbeing.
The benefits of proactive communication
It’s not only the customers who’ll benefit from proactive communication – so will you! There are numerous benefits that can be gained through proactive communication. Some of these include:
Acquire new customers – Proactive communication will allow you to engage potential customers and increase the likelihood of turning them into actual customers.
Increases customer retention and loyalty – Proactive communication has been shown to increase customer loyalty and retention by up to 5%.
Save money – By providing proactive customer support, you reduce the need for customers to seek assistance on other channels such as via telephone, and some studies have shown up to a 30% decrease in calls to customer support centers because of the implementation of proactive communication, which will save money on staffing and resourcing your customer support centers.
Allows you to control the conversation – By being proactive and reaching out, you can influence customers to see you in a positive light, reducing the number of negative reviews or views that may be expressed publicly, such as via word of mouth or social media.
How to implement proactive communication in your business
Now that you’re convinced that proactive communication is the right step for you, you may be wondering if there’s any easy to implement ways of providing proactive communication. Here are three ways that you can implement proactive communication in your business.
- Provide proactive live chat invitations
When visitors visit your website, you should have proactive live chat invitations enabled. Proactive live chat allows you to select website visitors and invite them to speak to an agent. Proactive live chat provides all of the benefits of regular proactive communication including:
- 205% additional ROI over regular traditional reactive live chat.
- Increases your sales by offering agents additional opportunities to upsell your products
- Increases customer satisfaction
- Self-service information
Companies provide information that will help customers solve the issue on their own, removing the need for customers to seek live support. This information includes FAQ’s, user forums, and video tutorials, and can be hosted on the company’s website or another website like Youtube.
Do you have proactive live chat or other forms of proactive communication? Would you like assistance in setting up a proactive live chat solution? Let us know in the comments section below.