Today’s shoppers have high customer service expectations and zero tolerance for issues.
If an ecommerce business doesn’t meet their expectations in providing a decent and personalized CX, they will quickly move on to a competitor. This not just applies to the purchase phase but the post-purchase order delivery phase as well, which, unfortunately, you have no control over as the package has been handed off to the shipping carrier.
The lack of required data to step in and handle customer queries makes it difficult for your business to resolve issues and provide a great CX.
Issues/ questions that are unanswered/unresolved stand at the #2 frustration with an ecommerce business’ customer service with long wait and response times at #1.
Worry not though. By implementing proactive customer service, you can resolve these issues and provide memorable delivery experiences. But first, what actually is proactive customer service?
What is Proactive Customer Service?
Proactive customer service is all about monitoring your shipments in real-time and enabling your customer service representatives to preemptively fix issues that could lead to bad delivery experiences for your customers.
Proactive customer service or proactive support translates to providing your support reps with ample data required to resolve customer issues beforehand and giving you ample time to set things right. In short, it eliminates the need for your customers to reach out to you by simply helping you make the first move.
Displaying your ability to proactively address and resolve customer issues helps you show your strong commitment to the high standard of CX you offer.
Why Proactive Customer Service Matters?
We live in an experience economy, where the CX you provide drives how consumers perceive your brand.
Businesses must take a strong resolve to handle delivery issues and do it quickly. But being just reactive to issues is just not enough. Here’s why.
Problems of being just reactive to delivery issues
Unlike proactive customer service, being reactive means taking efforts to resolve issues only after they’ve happened. When you’re being reactive, the customer reaches out to you with an issue such as the delivery getting late or a query on their parcel status.
More often than not, this may not be the best ploy to resolve customer issues. Here’s why.
1. It is already too late
“Prevention is better th