Did you know that proactivity helps you anticipate needs?

Why it is key to know what customers are going to demand in order to provide them with excellent service

Traditional customer service is reactive; that is, it waits for a problem to arise and then solves it. In contrast, exceptional customer service is proactive: it anticipates their needs and addresses problems before they realize they exist. This is what turns a company into a strategic partner and not just a service provider.

But what does it mean to be proactive in service? Proactivity is the ability to use data, experience, and smart communication to intervene before frustration occurs. This shows up in two key areas:

  • Preventive communication. For example, informing the customer with alerts and notifications about scheduled maintenance, an issue expected in the short term, an update, or a temporary service interruption before they discover it on their own. This mitigates frustration and sets realistic expectations. Also, implementing Wellness Checks, which consist of contacting customers after implementing a major change to ask whether everything is working correctly, without waiting for a complaint call.
  • Continuous improvement based on data. This is achieved through predictive analysis carried out by monitoring patterns in feedback to identify common “pain points.” If 10 customers call with the same question, it is a design or documentation error that must be corrected before another 100 call.

For Suricata, proactivity is an investment that reduces future workload and generates a return on investment, because by solving problems in a broad and preventive way, the volume of routine inquiries in support channels is reduced, allowing agents to focus on more complex cases.

That’s why, if you want to know more about Suricata Cx 3.0, don’t hesitate to contact us.