If the customer never wrote in, we would not have been able to lead them to a resolution, and they would have had a worse product experience, resulting in a higher likelihood to churn.
As for the second focus of this post, don’t stop at resolving the customer's issue. Empower your customers with additional, relevant knowledge.
Both humans and software are imperfect. Errors will occur again in the future. In the event that this customer experiences something similar, they will benefit from having been educated on how to help themselves.
This reduces future effort by them, since they may avoid reaching out about a similar issue down the line.
Proactive support helps you reach the 96% of customers that don’t complain, saving them from leaving to your competitor.
Further, proactive support has a psychological impact on your customers. It tells them that you actively care about their success. People truly appreciate that!
Lastly, educating your customers empowers them to solve problems on their own. This reduces effort in the future, both for your team and for the customer.
We feature other companies's customer support interactions in this blog, as well. Contact us at firstname.lastname@example.org if you're interested in giving your team's service a moment in the Spotlight.
Until next week, may your customers be friendly and may your CSAT surveys be positive. Adieu!