I first started writing about the benefits of a more proactive approach to customer service and experience back in 2013. It seemed to me that the benefits were clear: delivered well a more proactive ...

Customers today expect brands to respond to customer service tickets within an hour, which can be a challenge. Creating incredible customer support experiences is challenging today. Your customers are ...

What’s better than a solution? Avoiding the problem entirely—which is why there’s a growing emphasis on proactive customer service among leading companies. Part art and part science, proactive service ...

Two-thirds of consumers contact customer service after receiving proactive outreach from companies, often using costly assisted channels because they need additional information or confirmation, ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing personalized service, and dedicated moments. All of this is becoming possible ...

Proactive customer support is all about identifying and resolving customer issues before they turn into bigger problems. Customer service experiences rarely delight us. Most of us can detail an ...

Big Bus Tours is using Freshworks technology to handle a growing volume of customer service requests. Ollie Wildeman, VP Customer at Big Bus Tours, explained to diginomica at Refresh 2024 in London ...

Too often, call centres are seen purely as cost centres. In these instances, making customer service reps (CSRs) more productive by shaving minutes, even seconds, off every call is the name of the ...

BMW has announced a new AI-driven offering in customer service called BMW Proactive Care, and it comes with a range of tools that are designed to let the car identify existing and predictable service ...

Do you identify and address customer issues, or do you wait for customers to reach out for help? If you’re in the first group, you’re on the right path, as today’s customers expect proactive service.