A 2022 Salesforce vietnam whatsapp number data
study1 found that 73% of customers believe companies should understand their needs and expectations, and 62% believe companies should be able to anticipate these needs.
Companies are getting the message, with 54% of customer service leaders telling Gartner2 that shifting from reactive to proactive service was a key focus for them in 2022.
Reactive support is waiting for customers to reach out with a problem before offering them a solution. Proactive support means giving customers what they want before they even have to ask for it. In a best-case scenario, proactive support solves issues before customers even realize that the issues exist.
Here’s how messaging apps can give your team the insights and means to do just that.
Automatically Capture Vital Customer Insights
AI-powered chatbots integrated 7 smm kpis to track on social media
into your messaging apps can automatically source vital customer data at the start of each interaction. This data gives your support team the valuable context and insights necessary to provide proactive support.
Customer support chatbots can immediately source the following customer data information:
- The customer’s physical location (via IP address identification)
- The device they are on
- The data and time they contacted you
- Where the customer was (website, store, app, social media) when they initiated contact with you
Say a customer wants help logging into their account. The chatbot recognizes that they are from Mexico and initiates contact in Spanish.
Obtain Customer Feedback and Data More Effectively
According to a poll from egypt data
SurveyMonkey5, 85% of consumers say it’s important to be able to share feedback with companies. The poll also found that 61% of customers trust that companies will act on the feedback they are given.
Input isn’t just valuable because customers want to share their thoughts. Feedback helps you gauge how your customers are feeling so your brand has a chance to respond proactively and address issues.
Messaging apps are perfect for gathering instant feedback on a recent purchase or on the quality of the support session provided. You can offer simple “thumbs up/thumbs down” or “sad/neutral/happy emoji” responses to get immediate input after a variety of customer interactions.