Growth tacticS

Proactive Support: Anticipate and Solve Issues Before They Occur


Proactive customer support emails can help prevent customer churn by solving issues before they occur.

Proactive Support: Anticipate and Solve Issues Before They Occur

According to a study by Lee Resources International, only 1 in 27 users complain of an issue. The other 26 don't say anything and simply walk away. One way to prevent this is to solve issues before they occur by offering proactive customer support emails to customers whose usage seems to be declining (for example, if they haven't logged in for a few weeks). For instance, Amazon anticipates questions on delivery dates and times. So instead of waiting for customers reaching out to ask about their delayed deliveries, they let the customer know what the new delivery date will be. If the customer is an Amazon Prime subscriber, Amazon will sometimes even credit them one free month of the service for this inconvenience, all without the customer ever making an inquiry.

How to implement
  1. Identify customers whose usage is declining.
  2. Create proactive customer support emails tailored to the customer's needs.
  3. Send the emails to the customers.
  4. Monitor customer feedback and adjust emails accordingly.
  5. Consider offering incentives to customers who have experienced an inconvenience.