Customer Service Investigator recently published an insightful, informative piece that lays out a goal that all organizations should shoot for: switch from reactive to proactive customer service. From the article:
For many businesses, the default approach to customer service is to respond to problems as they arise. This reactive method might satisfy the customer, but it won’t surprise or delight them. Instead, imagine if you could solve problems before customers had to call you. Or even better, if you could address issues before they even became aware of them. This proactive approach to support is not only possible, it’s profitable.
CSI is right. To make this possible, Enacomm has developed a Dynamic Decisioning Solution that analyzes customer behaviors to anticipate customer needs. Not only does this help reduce costs and increase revenues, but it elevates customer loyalty and retention with top-notch customer service. Imagine this:
A high-value ISP customer with a history of service problems suffers a high-speed Internet service outage. Dynamic Decisioning Solution proactively initiates a credit to the customer’s account, then generates both an email and an automated outbound IVR call apologizing for the outage and notifying the customer of the credit. Next door, a low-value customer receives only an email apology for the outage—no account credit and no phone call.
According to a recent Enkata report, preemptive service can reduce call volumes by as much as 30%, while increasing customer retention rates by 3 to 5%. What does preemptive service look like? It’s identifying service issues and driving proactive outbound notifications by email, outbound IVR calls or SMS messages – in some cases, before customers are even aware of an issue.
Enacomm’s Dynamic Decisioning Solution enables more speedy and efficient interactions, because agents and store employee are equipped with important contextual information to help them understand a customer’s frame of mind and probable reason for calling. Channel containment also becomes more effective, with personalized content in the IVR and on the web eliminating the need to connect with an agent. Contacts handled in automation are as little as a tenth of the cost of agent-handled calls!
One of the six tips CSI offers to “start wowing your customers with a successful proactive customer service strategy” is to “Announce Mistakes Before Customers Find Out.” Here’s how Enacomm’s Dynamic Decisioning would make this possible in an example scenario:
When a high-value cable customer with three recent calls to customer support and an existing open service request places a call, it is routed by the IVR to a trained save desk agent, where a proactive screen pop allows the agent to begin the call by apologizing for recent problems, and offering a wireless headset as a retention incentive.
To read CSI’s other five tips, click here. And our team would be happy to discuss how Enacomm’s Dynamic Decisioning Solution can help your organization “make the switch.”