Proactive Support: How to Help Users Before They Ask

Proactive support is an essential part of customer service that involves identifying potential problems before they happen and addressing them proactively, rather than waiting for customers to contact you about an issue. This approach helps businesses exceed customer expectations, improve customer relations, increase customer retention, and keep control of the situation in their hands. To get started with proactive support, companies can create a better self-serve experience, admit mistakes before customers find out, ask customers for feedback, reach out with proactive live chat, and monitor and respond to customer conversations on social media. By shifting from reactive to proactive support approach, businesses can improve their overall customer service and satisfaction levels.