Answer Customers Questions Before They Ask
A proactive support model engages customers, enhances customer retention, and reduces repetitive service calls
(Boonton, NJ, July 12, 2013) — Answering customers questions before they ask helps Sage North America reduce calls and enhance customer retention.
As a global software firm, Sage is able to take advantage of a close connection with customers to monitor when they may have difficulties with the software and to send text and video training before a problem arises.
In the past says Rob Houser, director of product management for Sage, the firm took a decidedly lower-tech approach. If support reps noticed that a lot of people were calling about a specific type of problem, they would research it, find out what was causing the problem, write up an article for our knowledge base, and say, If somebody calls with this problem, just refer them to this article or read them through these steps to correct the issue.
By proactively sending information, Houser says that Sage was able to prevent about 95 percent of the 40,000 or so users who were affected by the issue from having to call in to customer support. And he adds that the 2,000 or so customers who did call did not have to experience outrageous hold times.
Details on Sages experience appear in the July issue of Customer Service Newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.