3 Ways to Improve CSAT with Proactive Communication

In terms of the impact of proactive communication on customer satisfaction, J.D. Power's research has generally found that proactive communication is an important factor in customer satisfaction.

For example, in J.D. Power's 2020 U.S. Wireless Customer Care Full-Service Performance Study, the company found that customers who received proactive communication from their wireless provider (e.g., alerts about data usage or billing issues) had higher levels of satisfaction than those who did not receive proactive communication.

In general, proactive communication can help to improve customer satisfaction by:

Reducing the likelihood of issues or problems arising in the first place.

Improving the customer experience by providing them with relevant and timely information.

Giving customers a sense of control over their service or product.

Overall, J.D. Power's research suggests that companies that engage in proactive communication with their customers tend to have higher levels of customer satisfaction.

3 examples to Improve Customer Satisfaction with Proactive Communications

1.????????Offering proactive customer support, such as reaching out to customers proactively to resolve any issues they may have or offering assistance with using a product or service. This can help nip problems in the bud and prevent them from escalating, improving the customer's overall satisfaction with the company. Proactive communication can also help to prevent negative reviews and complaints from spreading, as satisfied customers are more likely to leave positive feedback and recommend the company to others.

2.????????Providing personalized recommendations or suggestions based on a customer's past purchases or interests. This demonstrates that the company is paying attention to the customer's needs and preferences of the customers and can help them discover new products or services that they might find interesting.

3.????????Regularly update clients via email about new offerings, specials, and company news. Customers may feel more informed, encouraging them to keep doing business with the brand.

Your customers are the lifeblood of your business. Without them, you wouldn't have a business at all. Why do so many companies fall short in their efforts to engage with their customers and keep them happy? The truth is that proactively communicating with your customers takes effort and resources, and it's all too easy to get caught up in the day-to-day tasks of running a business and let customer satisfaction slide. The truth is that spending money on proactive communications can pay off significantly over time. Not only can it improve customer satisfaction and retention, but it can also help you stand out from the competition and drive business growth. So how can you proactively communicate with your customers and take customer satisfaction to the next level? Here are three ways to get started.

3 Ways Proactive Communications Can Improve Customer Satisfaction.

Effective communication is key to maintaining a strong relationship with your customers. Proactive communication or getting in touch with customers before they need to make a significant difference in customer happiness. Here are three examples of how proactive communication can improve customer satisfaction.

1.????????Keeping customers informed: Proactive communication can help keep customers informed about the status of their orders, service appointments, or other issues they may be concerned about. You can help alleviate customer anxiety and reduce the need for follow-up calls or emails by providing timely updates.

2.????????Resolving issues before they arise: By reaching out to customers proactively, you can identify and resolve potential issues before they become problems. For example, if you know that a customer's service contract is about to expire, you can reach out to them beforehand to discuss renewal options.

3.????????Providing personalized service: Proactive communication can also be an opportunity to provide personalized service and build stronger relationships with your customers. For example, you might use customer data to tailor your communications and offer relevant products or services.

Proactive communication is an essential element of customer service, as it helps ensure that customers are kept informed and up to date about their orders, service requests, and other matters. Without proactive communication, customers may feel frustrated and inconvenienced, leading to a negative perception of the company and a decline in customer satisfaction. This can significantly impact a company's bottom line because dissatisfied customers are less likely to make further purchases from them or refer them to others. Therefore, prioritizing proactive communications as part of their customer service strategy is crucial for businesses to keep their customers happy and build lasting connections.

The 3 most common customer complaints about companies that don't provide proactive communications.

1.????????Lack of transparency: Customers may feel frustrated if they are not kept informed about the status of their orders or if there are delays or issues with their service. This can lead to a lack of trust in the company and a negative customer experience.

2.????????Inconvenience: When a problem or issue arises, customers may have to spend a lot of time and effort trying to get information or resolve the issue. This can be incredibly frustrating if the customer must make multiple phone calls or send numerous emails to get the help they need.

3.????????Poor customer service: Without proactive communication, customers may feel like they are being ignored or that their concerns are not being taken seriously. This can lead to a poor overall customer experience and a negative company perception.

In summary, proactive communication can be crucial in improving customer satisfaction. You can build trust and strengthen your customer relationships by keeping customers informed, resolving issues before they arise, and providing personalized service.

*****various laws and regulations govern business communication with customers, depending on the country and industry. Some common examples include:

The CAN-SPAM Act (United States): This act sets standards for commercial email, including requirements for clear and concise subject lines, the inclusion of a physical postal address, and the ability for recipients to opt-out of future emails

The Telephone Consumer Protection Act (TCPA) (United States) sets standards for using automated telephone equipment, including requirements for obtaining prior express consent before sending commercial text messages and including opt-out instructions.

Businesses must be familiar with the laws and regulations that apply to their communication with customers to ensure that they comply. Failing to comply with these laws and regulations can result in fines and penalties.

#customerservice #customerexperience #communications #wfmpro

Chris Graham is a passionate and enthusiastic operations expert with more than 20 years of experience in customer service operations. Solving complex customer experience problems related to inefficient processes, call centers, workforce management, vendor support, and back office. Uncovering the underlying problem through analytics, developing solutions, and implementing people, process, and technology that has a meaningful, measurable impact on the business bottom line, customer satisfaction, and employee engagement.

Feel free to message me - I'd love to chat.

Reach me at [email protected].