How can you provide proactive support to prevent customer issues?

Before identifying trends, its important to determine what you are tracking. Then, the method to how and where the data point is collected helps understand what the data finds. More than KPIs or SLAs, active monitoring of customer platform or product activity, or historical navigation with in a software can catch unintended methods, and leverage insights to improve offerings. Not all issues are reported, so additional background tracking can help to monitor customer behavior and improve design or services. Some of those ways can be things like abandonment rate, website error logging, or navigation activity.

'What gets measured (and tested), gets improved'. Hence it's important that customer experience teams have a mandate of daily / periodic checks of the platform / app / site / service that's provided, and of all the tools in play to provide it. This is proactive action towards raising red flags internally before customers get affected on a larger scale.

Proactive support can be provided by regularly analyzing customer feedback and usage data to identify potential issues, offering educational resources and self-help tools, conducting routine check-ins with customers, and implementing automated alerts for early problem detection.

I would say to know from the top level first as the initial phase before deep dive with data and trend. How could we know that the action or solutions that we raise from data or trends are best if its not aligned with the organizational goals.

Education needs to be in the method that customers are willing to learn it. Most digital content is moving from long to short form, and the same can be said for support teams as well: everyone learns differently. The best approach is to provide variable forms of content, without going overboard. A lot of the same content in article can be shortened for FAQ's - which can drive scripting for video content. Don't overcomplicate the creation, but rather focus on providing customers with intuitive access to educational content.

The best thing you can do is to have a prescriptive onboarding journey that systematically drives positive outcomes. Learn from early customers what works and standardize it into a recommended flow. Project manage customers through the journey and invest heavily in the first three months experience, it will pay off down the road!

To provide proactive support to prevent customer issues, you can: ✔Identify common customer issues. ✔Update documentation and knowledge bases. ✔Provide in-app support. ✔Monitor customer behavior. ✔Reach out to customers proactively.

Creating the ideal onboarding or educational journey is SO critical to ensuring correct user behavior and understanding of the product. Support Teams can tap into this process by collaborating with other teams like marketing, sales or delivery, to shape the introduction to the right Support channels, and drive desired behaviors. Proactive support can also leverage aforementioned data and touch-points, see where customers are misrouted, or see where customers are not properly engaging. Targeted emails or product updates can become noisy, so the right balance is key to keeping customer attention and maintain trust with their personal contact information.

To provide proactive support to prevent customer issues, you can: ✔Identify common customer issues. ✔Update documentation and knowledge bases. ✔Provide in-app support. ✔Monitor customer behavior. ✔Reach out to customers proactively.

If you notice that many customers are complaining about the same issue, you can develop a knowledge base article or FAQ page that addresses the issue. Furthermore, if the customers are having trouble using a particular feature of your product, you can create a video tutorial or in-app guide to help them. You may need to follow up on the received feedback from a customer about a specific problem they are having, you can reach out to them directly to offer assistance. By collecting and acting on feedback, you can identify and address potential customer problems before they become major issues. This can help you to improve customer satisfaction and loyalty.

Gamification can be extremely effective in getting customers to take the actions you know will lead to their success. I have found even just giving virtual stickers and certificates as prizes to be successful, but you can also give swag or monetary reward to build brand loyalty