subject: Proactive Support [print this page] Customer support is characteristic of any company. There are two kinds of customer support- Proactive support and Reactive support. The reactive support generally means providing customer support when the system functioning is affected and the customer calls the manufacturer for finding a solution to the problem.
A proactive support on the other hand is based on the maxim, prevention is better than cure. Proactive support systems, instead of providing solution to problems, predicts and tries to prevent the problem from occurring, thus it helps your system to function smoothly.
Proactive Support includes:
Sending Newsletters to customers informing them about the possible problems they may encounter while using the product. It thus helps customers to take necessary preventive steps.
Companies can also send broadcast urgent information through email broadcast.
Companies can offer client checkup to customers to identify problems and offer solution to it.
Benefits of Proactive Support system:
1.The proactive support system sends alert notification through email or SMS to the concerned technical engineers as soon as the system detects any technical problem with machines/equipments or products.
2.The system helps you to quickly know which customers are facing problems when using your products
3.The system notifies the customers as and when the problems occur and provide instruction to resolve the problem.
4.Since the systems help you to detect the problem faced by the customer you can take proactive steps to resolve it before the customer discovers the problem. This can greatly help you build a good relationship with your customers.
5.Proactive systems are of great use since the system increases the mean time to repair and mean time between failure since it detects the problems and rectifies it before the problems intensifies and reduces the downtime of the machines or products.
With such amazing benefits of Proactive support, every company must provide proactive support to their customers. This would greatly improve the companies business and establish goodwill for the company in the market.
