Revolutionizing Customer Service with Kustomer's Proactive Solution

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Revolutionizing Customer Service with Kustomer's Proactive Solution

What is Proactive Service?

Kustomer's proactive service solution is designed to redefine the customer service experience by shifting from a reactive approach to a proactive one. Instead of waiting for customers to encounter issues and reach out for support, proactive service aims to anticipate customer needs and address them before they become problems. This proactive approach not only resolves issues efficiently but also helps in building more loyal customers and fans.

Benefits of Proactive Service

One of the key benefits of Kustomer's proactive service is the ability to turn unexpected disruptions into delightful experiences for customers. By leveraging advanced tools and AI capabilities, agents can deliver exceptional customer experiences and build long-lasting loyalty. Proactive service also allows businesses to engage in outbound messaging, automate workflows, and utilize anomaly-based alerting to stay ahead of customer issues.

How Proactive Service Works in Real Scenarios

For example, in a case where a pour-over coffee manufacturer discontinues a custom carved wood spout necessary for one of their top-selling products, Kustomer's CRM can be used proactively to identify and notify customers who recently purchased the product. By sending outbound messages offering solutions like a special code for replacement orders or refunds, customer satisfaction is increased. Reports show that customers affected by such issues are more likely to make additional purchases within a few months, showcasing the effectiveness of proactive service.

Kustomer's Proactive Tools

Kustomer offers a range of proactive tools, including outbound messages that can be scheduled based on customer segments, automated workflows that streamline processes and orchestrate customer experiences, custom objects for flexible data structuring, and anomaly-based alerting that provides early warnings of support cases spikes. These tools enable businesses to anticipate customer needs, mitigate issues, and deliver personalized, proactive support that enhances satisfaction and loyalty.

Success Stories with Kustomer

Glovo, a company using Kustomer, successfully identifies high-value customers with low satisfaction and sends proactive messages like apologies and rebate offers for delayed orders. By focusing on repeat business and addressing issues before customers report them, Glovo has increased its overall satisfaction ratings across customers, couriers, and partners. This case study highlights the tangible results that proactive service can bring to businesses.

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