Not Taking a Proactive Approach to Customer Service

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utting the customer front and center provides a better path to commercial success. You can do this by initiating communication strategies and marketing tactics that focus on how the customer can most effectively use your product or service to achieve their goals and aspirations. Taking an omnichannel approach is a great way to accomplish this.

For example, with new zealand telegram IDT Express Omnichannel Messaging, you can use real-time Alerts, to keep your audience informed with general information that matters. You can boost engagement and enhance the customer experience with special offers, loyalty promotions, and discounts to drive business growth. And if issues or queries arise, you can streamline your customer support processes across multiple channels by managing tickets and providing timely updates.

Recent studies by McKinsey & Company stress the critical challenges that businesses now face when dealing with customer support and service issues. Typically, today’s consumers demand swift responses on social media, with 40% expecting replies within an hour and 79% within 24 hours. Despite these expectations, only about 50% of businesses currently meet these response time standards.

Reactive customer support is all about responding to queries and providing solutions on a case by case basis when consumers call on you. However, taking a more proactive approach to customer service can lead to greater customer success. Working in this way, your customer support organization can help customers anticipate future problems, and provide immediate solutions for their current difficulties.