The internet is growing and evolving quickly – and so are customer expectations. Today, over 40% of the world’s population is online, and these users are spending over $2.2 trillion dollars in the online retail space. On top of that, with new technologies and capabilities popping up every day, these users have come to expect flawless online experiences where they can find the answers, products, or services that they are looking for quickly, efficiently and independently.
That’s a lot of people, a lot of money and a lot of collective power and influence, which means that, if you want your online business to thrive, you’d better listen up so you can give these consumers exactly what they’re looking for.
The Changing Face of Customer Service
With this evolution of the internet and customer expectations comes a huge change in the world of online customer service – today, more companies than ever are using the new technologies that are available to them to provide more proactive customer service solutions. That way, they can solve their users’ problems quickly, effectively and at their point of need.
So what exactly is Proactive Customer Service?
In broad terms, proactive customer service means predicting your customer’s needs, so that you’re anticipating questions as well as answering them. This can help you solve their problems before they even make an inquiry or realize that they have a problem.
This can be accomplished today by tracking your customers’ online behavior, analyzing it and using it to better understand and serve them. Once you begin focusing on this information, you can utilize tools like predictive Q&A, chatbots and streamlined ticketing systems to provide the strongest, most proactive customer support possible. And this isn’t just a luxury – the fact is that today’s consumers simply don’t accept anything less.
The Effectiveness of Proactive Customer Service
The good news is that this kind of proactive customer service isn’t just the new norm – it’s bringing results to both consumers and businesses. For example, MOO – an online business card retailer – experienced an 18% deflection in support tickets and a 2% increase in order conversions and order value using a self-service Q&A software. And that was just with one program.
How did it work? Well, first, the predictive self-service provider AnswerDash accessed the data in the company’s knowledge base and organized it to make it instantly accessible and relevant to each page on their site via a pop-out tab.
Then, it used this information to overlay predictive, intelligent Q&A across the website. This Q&A is completely dynamic and contextual, meaning that the information that appears on each page of the site is relevant to that page and what the audience is searching for.
Next, these questions were popularized; over time, their order on the page changed based on how often the questions are asked. That way, the most relevant, frequently clicked questions always appear at the top.
Why Does Proactive Customer Support Work?
So why is this kind of technology so effective? Well, the self-service aspect works because not only do customers want answers right away, but they also want to be able to solve many of their online problems themselves. In fact, according to Capterra, 75% of consumers want the ability to solve product and service issues on their own. And if they do need to speak to a customer service representative, they want that interaction to be completely seamless and fast. These predictive, smart solutions, then, give the consumers what they’re looking for at their point of need.
How Freshdesk Fits In
Freshdesk and AnswerDash both work to meet this need and provide the predictive support that today’s users are demanding. That’s why Freshdesk has teamed up with AnswerDash to announce the AnswerDash for Freshdesk Integration.
So how does it work? The AnswerDash pop-out Q&A tab makes the information and resources that are found in the Freshdesk knowledge base more accessible to end users, allowing them to use the smart self-service software to find the contextualized information that they’re looking for right at their point of need. This, in turn, frontends the ticket submission process, meaning that more end users can find most of the answers that they’re looking for without having to submit a Freshdesk ticket, start a chat, or contact a representative. Then, any tickets that do need to go to Freshdesk are passed off seamlessly and efficiently so that the company’s representatives can handle the inquiry.
Overall, this integration fully optimizes the online self-service experience by leveraging the Freshdesk knowledge base (KB) content and integrating with the Freshdesk ticketing system – so, no matter what, users get the customer service experience that they’re looking for. This partnership creates the best proactive customer experience out there, making Freshdesk’s services more powerful and allowing an online business to deliver the most efficient customer support to companies, agents and end users. It’s a win-win for everyone involved.
Check out the AnswerDash for Freshdesk integration for more info.