Make the First Move

Customer service has traditionally been reactive—customers contact you with an inquiry and you give them an answer. But waiting for customers to come to you frustrates them as they try multiple channels to resolve their issue, which reduces satisfaction and loyalty. And it increases costs because customers so often end up calling the contact center.

It’s time to start the conversation

It’s essential to engage customers proactively to minimize their effort and reduce contact center volumes. Proactive engagement has proved especially valuable for responding to the growing business challenges stemming from the pandemic. A combination of higher contact volumes, workforce shortages, and increased expectations of fast, effective support has turned up the pressure on contact centers, so making the first move has never been more important.