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Proactive support involves foreseeing customer needs at various points during their lifecycle and addressing them even before they arise.
Traditionally, customer support teams used to be reactive. Agents got involved only after customers reached out to them with their queries and issues. Today, as markets are getting more competitive, businesses are adopting a more proactive customer support strategy to stand out from their competitors.
A proactive customer support strategy can help you:
- Improve loyalty by demonstrating your brand’s commitment towards customers’ needs and wants.
- Equip customers with the necessary tools and guides (self-service), thereby reducing your support team’s workload.
Customer support teams should maintain a database of common customer support inquiries so they can anticipate issues frequently faced by customers, and address them proactively.
