Building a solid relationship foundation requires open communication, mutual respect and trust, and shared values and goals. Similarly, creating a successful proactive support strategy requires identifying high-priority customer needs and implementing solutions for them.
The first step is prospecting and nurturing leads. During this process, sales development representatives practice lead qualification to ensure they’re only reaching out to prospects who meet their ideal client criteria.
Real-Time Empowerment
Providing clients with real-time updates and information about their appointments will keep them engaged and up to date on what to expect. Clients love to know that their concerns and questions are being heard and addressed by a friendly, knowledgeable team member.
Empowering your team is key to creating a people-focused culture, but it requires strategic investments and ongoing monitoring. Using tools like Achievers Listen and Recognize will help empower your team by giving them the ability to stay ahead with live updates, and easily recognize colleagues who go above and beyond. These types of tools will help your firm partners to prioritize relationships and create a client-centric harmony that leads to long-lasting client satisfaction.
Building Strong Foundations for Long-Lasting Relationships
According to Scott Channell, sales expert and author of “Sell the Meeting,” your primary objective in an appointment setting call is not to convince leads that you are worth a meeting; it is to convince them that your time is worth theirs. He shares four secrets to successful appointment setting and useful tips for highly effective scripts in this on-demand webinar.
Client service has never been more challenging than it is today. Embracing a people-focused culture is not only a strategic necessity; it’s also crucial to your firm’s success. Discover how Pixie can help your team stay ahead with live updates and elevate your client interactions.
Proactive Support Ecosystem
As the name suggests, proactive support identifies and resolves issues before customers notice them. This approach to customer service allows businesses to take action before they’re even alerted to an issue, and it can dramatically reduce ticket volume for all types of inquiries.
Whether you’re looking to boost client retention or increase customer satisfaction, proactive support can help you nurture lasting relationships with your clients. In addition to proactively answering common questions, a proactive support model can also provide real-time messaging that keeps your clients informed of their account activity, product updates, and other important details.
Passive support uses embedded in-app features to answer common questions without the need for a human agent. This method is most often used for new customers who need assistance getting started with a brand or product. Proactive messages can also be a great way to celebrate customer milestones, such as their first purchase or their tenth anniversary with your company.
A proactive support strategy can also save time for your agents by eliminating the need to respond to incoming requests and concerns. When common issues are handled proactively, this can significantly reduce your team’s workload and free up their time to focus on more complex and high-priority concerns. With fewer tickets, your agents will be better prepared to handle incoming inquiries and can provide a more personalized customer experience for everyone.
