Anticipatory customer service is providing service before the customer asks for it. Companies must take an initiative to find internal problems taking place and anticipate any problems that may occur. Most important, they need to find solutions and be able to provide excellent customer service to their customers.
- Use mock scenario – use data from company to find patterns of service questions. Find solutions to help prevent these issues.
- Fulfill common requests before customers ask and make service available to entire value chain.
- Use “seamless escalation” for the service process. Skip any info that doesn’t help the need of the customer, just get to the point.
Customer Service Evolution
Live Customer Service (Telephone) à Web customer Service à ACS (Push Technology
& Rule Based Automation)
Customers want:
- Timely Response
- Informative Content
- Real Person
- Product Information
- 24 hour availability