When products have problems or services go down, customer confidence in a brand’s ability to deliver on its promise of satisfactory service is weakened.
Customers expect that incidents, outages and disruptions will be resolved quickly once the issues have been raised with the service provider. This traditional customer service model of fixing problems as, or after, they occur is known as reactive service, and soon it could be considered an indication of a subpar customer experience.
A proactive service approach helps meet customers’ high expectations with rapid engagement and consistent service. Before you can switch to a proactive service model you will need five foundational capabilities in place – read on to learn more.
