Proactive support is anticipating and fulfilling your customer’s needs before they even have to ask. It would be like going to a friend’s house after a long, hot walk, and them opening the door for you with a glass of ice water and a cold towel ready. Doing the same for your customers puts you on a surefire path toward achieving customer success.
Proactive vs. Reactive
In addition to fulfilling anticipated needs, proactive customer support also identifies potential issues before they become problems. A reactive customer support approach basically does the opposite, mainly tending to customers when contacted for help or with a full-blown problem.
