How to Provide Proactive Customer Support

Hey folks,

There’s a huge mismatch of expectations between executives and customers. According to a recent survey, 90% of executives believe they have a trusted brand, while only 30% of customers agree.?

This fact also holds true for customer support.

Let’s take an example: Recently, a friend who is a success lead at a tech company came to me for advice.?

His problem was simple: A great account was saying that they would churn.?

Their relationship had evolved as follows.

• Month 1: Everyone tried out the product
• Month 2: The product was adopted widely
• Month 5: They were recording massive usage every day
• Month 9: The customer started pointing at unresolved tickets in the pipeline
• Month 10: Though the tickets were resolved quickly, his customers kept pointing him to other tickets in the pipeline
• Month 12: The customers sent a notice that they were mulling over possible non-renewal.

This is how most standard companies work.

So, my friend was doing everything right. However, the customer was seeing a negative trend. To the customer, the solution process looked like:

1. Problem is raised
2. It remains unsolved for a while
3. Escalate to Customer Success
4. Solution Delivered

This is what we call reactive customer support. Essentially, these customers started perceiving that the company only prioritized their issues on escalation, creating a negative feedback loop.?

Proactive Customer Support would’ve been the solution in this case.

If you follow the following steps:

1. Customer Success Manager pre-emptively enquires about bottlenecks to the customers
2. You give feedback to your product and support teams
3. Your team has a more manageable timeline to deliver the solution
4. Problems are solved before it becomes a support issue

In this case, the company would’ve created a positive loop instead of a negative one.

Proactive Customer Support is vital in enhancing customer loyalty. Data and feedback about product usage help your organization make more informed decisions about its products.?

And your customers get the best support experience!

One of the primary blockers for proactive customer support is that it takes a lot of time to do 1:1 customer interviews. This is where AI-driven customer support can help you:

• Understanding your most asked question
• Identifying bottlenecks in the customer support process
• Listing down recurrent issues

We are currently piloting a feature that looks through your customer support tickets and provides insights into your customer support process. It gives you all the metrics and information you need for proactive customer support!

You can try it out for free by signing up for Kommunicate .?

Now, let’s talk about some great blogs we wrote:

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• PUMA is using generative AI to spruce up their product photos. Read more .?