What Is Proactive Service? (Plus 10 Ways To Implement It)

What is proactive customer service and how can it help you win over customers? Read this awesome guide to find out.

Proactive Customer Service Techniques

Why should you implement proactive customer service?

Proactive customer service can offer several benefits to companies and organizations, including:

What is proactive service?

Proactive service is the act of identifying and resolving customer-related issues or questions before they feel the need to reach out. This sort of service often involves analyzing a customers behavior, establishing their needs and fulfilling them in a timely manner. For example, if you notice a customer is looking for a certain type of product, suggesting similar products could be a form of proactive service. Likewise, if you notice a customer is having trouble filling out forms or documents, walking them through which areas they need to fill out is another way of providing proactive service.

Proactive service differs from other forms of customer assistance, such as reactive service. Reactive service is help offered to a customer or client after theyve asked a question, or communicated a problem. One of the most common examples of a reactive service would be a companys customer support team where customers can call or email with questions or concerns, allowing the business to respond after the customer has already initiated the communication.

How to implement proactive service in your organization

Here is a list of steps you can follow on how to implement helpful proactive service in your company or organization:

1. Create customer surveys

Creating customer surveys can be a very helpful way to generate informative feedback from customers and help companies understand a customers wants and needs. When creating surveys for customers, it can be important to include questions on how they enjoyed their experience, things that didnt meet their expectations and products or services they wish the company offered. These types of questions can help businesses focus on how they can improve and also understand any fluctuations in product demand. A few great ways to conduct customer surveys include:

2. Develop a business newsletter

Business newsletters are great ways for companies and organizations to stay connected with customers and clients. Newsletters can inform customers about major company changes, new product releases and promotions. They can also be fantastic tools for recommending products or services and highlighting how they can solve certain customer challenges. This allows companies to stay proactive in servicing customer needs and demonstrating their ability to understand problems customers may face and how they can help.

3. Establish a knowledge base

Knowledge bases are collections of helpful information that customers can review whenever they have a question or they need assistance. They often include important documents, tutorials and videos that can help customers with whatever they need. Its essentially a very thorough, digital help center. Most often, companies create knowledge bases to proactively answer as many customer questions as they can, without needing to direct them to a customer support line. If the knowledge base is online, it can also provide support to customers at any time of the day.

4. Reward customer loyalty

Rewarding customer loyalty through membership programs or helpful promotions can help increase customer satisfaction and sales revenue. When customers take part in a loyalty program, businesses can reward a certain number of purchases, offer special discounts and notify customers about deals or promotions the company is offering for members. This can allow companies to show appreciation for customers loyalty and also help them stay proactive in their service by consistently notifying customers of beneficial sales and bonuses.

5. Make sure youre well staffed

Companies and organizations who ensure their stores and places of business are well staffed can help maintain proactive service by having the right amount employees to assist customers. When customers are in a business, it can be important for there to be employees available to check-in with them, answer questions and make helpful product suggestions. Some great ways for companies to make sure they have enough employees can include:

6. Read reviews

Reading customer reviews and statements about company services can help businesses stay proactive and communicate with their customers more efficiently. For negative reviews, it can be helpful for companies to apologize for any inconvenient experiences and offer a step-by-step solution on how they plan to fix the problem or issue. Sometimes, businesses can even offer a complimentary product or service to make-up for the poor experience.

For good reviews, it can be beneficial for companies to respond by thanking customers for their kind words and possibly directing them to another helpful product or service they might enjoy. This can allow organizations to continue to demonstrate their proactive service and helpful presence, even after the customer has completed their business.

7. Make product suggestions

Making product suggestions can be a great way to demonstrate proactive service to customers because it can show how companies anticipate their needs. In retail settings, it can be helpful to have employees trained to figure out what customers are searching for and make helpful product suggestions at the moment to help.

For other types of sales, such as an online stores, it can be beneficial to create an algorithm that can recommend products based on similar customer interests. This means that the algorithm can record data on customer purchases and make helpful suggestions for items that offer similar services or different products that are normally purchased together.

8. Create an FAQ

An FAQ (frequently asked questions) is a webpage or document that lists some of the most regular customer inquiries and provides them with helpful answers. This can be very important for proactive service because it can help answer customer questions before theyre asked. When customers inquires are answered quickly, it can help increase their satisfaction and allow them to conduct their shopping and make decisions more efficiently. Most often, these documents can be found as you enter a store, through a companys website or sometimes they can be sent out in business newsletters.

9. Admit your mistakes

Being honest about any mistakes or challenges the company is facing can help businesses communicate more effectively with customers and demonstrate excellent proactive service. When mentioning current challenges, it can be beneficial for companies to mention the exact problem, apologize for any inconvenience and inform the customers how theyre planning on fixing and preventing this mistake in the future. For example, if a business is experiencing shipping delays for their products, they might send out an email to customers informing them about the situation and telling them how theyre working to ensure it doesnt happen again.

10. Use helpful automation

Creating automated systems can help make a businesss products a little easier to access and improve customer satisfaction. Using impressive tools, such as automated email notifications and digitally scheduled appointments can help individuals use company services more easily and demonstrate quality proactive service by allowing customers to perform tasks efficiently without extra hassle.


What is an example of proactive customer service?

Proactive customer service means anticipating customer needs and actively reaching out with a solution, whether that’s by communicating a potential problem that’s cropped up, or allowing customers to self-service their issue.

What is proactive service delivery?

Proactive service is about getting in front of a customer issue before it escalates or even happens. So, a company spots and offers support for a problem before a customer notices it. For example, Kohl’s sends automatic emails to customers after they place an online order, with shipping times and tracking information.

What’s an example of being proactive?

Proactive customer service is delivering what customers need before they know they need it. It’s going (at least!) one step further than what the customer would expect, providing help, advice, or education to assist customers before they make a request or complain.

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