skip to Main Content

Enhance Customer Experience with Proactive Customer Service

Proactive Customer Support

This post is also available in: Singapore

What is Proactive Customer Service?

Proactive Customer Service is about taking the initiative to help your customers before they need to ask. It’s about identifying where the potential points of confusion or difficulty could be. And then improving your communications and clarity of your product.

There are many ways you can do this. You can use online channels such as email and social media to share blogs, help centre articles and tutorial videos. Or you can add information icons and explanations to your website. Arranging a call or meeting with leads and new customers and covering some of the details and the tricky bits upfront is also proactive support.

Proactive Customer Service for Different Users

This year, we’ve taken a big step forward with our customer support resources and proactive support communications. Our accounting solution is designed for small businesses just starting up (Invoice & Pay package) and as they scale their business, they would need more advanced accounting features. Once their business has grown and needs to manage inventory, we also have stock management capabilities. With our vast market, this also means different levels of accounting literacy. Therefore, we’ve made our resources as easy to understand as possible.

Two features we've implemented

We’ve created a fast-growing Help Centre filled with collections of support articles making it easy for users to find what they’re looking for. We also improved our support service by adding the Intercom chatbot to our web application and website.

With our new chatbot, users can start conversations with our support team and receive support right away. But it’s proactive support capabilities are where Intercom comes into its own. The chatbot can be programmed to automatically send messages to our users based on the page of our application they’re on, the amount of time spent on that page, the country of the user and more. What this means for us is, we can send our users short support messages with the bot when we think they could need it.

Enterpryze Help Centre

We started with articles on setting up, even the most basic setup like where to put in your company details. The help centre is designed to be as thorough as possible. Therefore, we constantly monitor all the questions or search query that are entered on the website’s search bar. This helps us answer all the questions that our customers are asking.

On top of that, each article can be rated to help us understand if the article was useful.

Enterpryze Help Centre

Intercom- Conversational Chatbot

With our new chatbot, users can start conversations with our support team and receive support right away. But it’s proactive support capabilities are where Intercom comes into its own. The chatbot can be programmed to automatically send messages to our users based on the page of our application they’re on, the amount of time spent on that page, the country of the user and more. What this means for us is, we can send our users short support messages with the bot when we think they could need it.

With the help centre and live chatbot, we are able to engage our customers better and have visibility on our customer experience process. On top of that, we have reduced the number of customer support queries.

Share this post
Related articles
Related articles
Back To Top