Leveraging Proactive Support to Build Brand Loyalty & Business Value
Over the course of history, the
typical support interaction has
involved a customer reaching out
to a business, typically by phone,
and waiting in a support queue
in the event of something going
wrong.
The reasons for reaching out could be a variety of things, including defective products, shipping delays, or needing more information to complete assembly. The not-so-distant advent of smartphones, social media, and all things information has disrupted nearly every industry. And customer support is no different – the preferred channels and methods in which modern consumers now engage customer support are similarly shifting to focus around mobile technology and more instantaneous messaging-based channels.