Proactive Support: Fix It Before It Breks

If you’re only fixing problems when customers report them, 𝘆𝗼𝘂’𝗿𝗲 𝗮𝗹𝗿𝗲𝗮𝗱𝘆 𝘁𝗼𝗼 𝗹𝗮𝘁𝗲.

Every unresolved issue is a 𝘀𝗶𝗹𝗲𝗻𝘁 𝗰𝗵𝘂𝗿𝗻 𝗿𝗶𝘀𝗸. Whenever a customer has to reach out, it’s a 𝗿𝗲𝗺𝗶𝗻𝗱𝗲𝗿 𝘁𝗵𝗮𝘁 𝘆𝗼𝘂𝗿 𝗽𝗿𝗼𝗱𝘂𝗰𝘁 𝗶𝘀𝗻’𝘁 𝘄𝗼𝗿𝗸𝗶𝗻𝗴 𝗮𝘀 𝗲𝘅𝗽𝗲𝗰𝘁𝗲𝗱. How many of those moments can your business afford?

The best support teams don’t just 𝘀𝗼𝗹𝘃𝗲 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀—they 𝗲𝗹𝗶𝗺𝗶𝗻𝗮𝘁𝗲 𝗳𝗿𝘂𝘀𝘁𝗿𝗮𝘁𝗶𝗼𝗻 𝗯𝗲𝗳𝗼𝗿𝗲 𝗶𝘁 𝗲𝘃𝗲𝗻 𝗲𝘅𝗶𝘀𝘁𝘀. Here’s how you make the shift from reactive to proactive:

𝟭. 𝗦𝗽𝗼𝘁 𝘁𝗵𝗲 𝗖𝗿𝗮𝗰𝗸𝘀 𝗕𝗲𝗳𝗼𝗿𝗲 𝗧𝗵𝗲𝘆 𝗕𝗲𝗰𝗼𝗺𝗲 𝗖𝗵𝗮𝘀𝗺𝘀

𝗬𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗮𝗿𝗲 𝘁𝗲𝗹𝗹𝗶𝗻𝗴 𝘆𝗼𝘂 𝘄𝗵𝗮𝘁’𝘀 𝘄𝗿𝗼𝗻𝗴—𝘆𝗼𝘂 𝗷𝘂𝘀𝘁 𝗵𝗮𝘃𝗲 𝘁𝗼 𝗹𝗶𝘀𝘁𝗲𝗻.

Use data to identify 𝗿𝗲𝗰𝘂𝗿𝗿𝗶𝗻𝗴 𝗶𝘀𝘀𝘂𝗲𝘀, 𝘂𝘀𝗮𝗴𝗲 𝗴𝗮𝗽𝘀, 𝗮𝗻𝗱 𝗽𝗿𝗼𝗱𝘂𝗰𝘁 𝗳𝗿𝗶𝗰𝘁𝗶𝗼𝗻 𝗽𝗼𝗶𝗻𝘁𝘀 before they escalate.

𝗕𝗮𝗱 𝗣𝗿𝗮𝗰𝘁𝗶𝗰𝗲: Waiting for complaints to pile up.

𝗪𝗶𝗻𝗻𝗶𝗻𝗴 𝗠𝗼𝘃𝗲: If you see a pattern of users struggling with a feature, 𝗿𝗲𝗮𝗰𝗵 𝗼𝘂𝘁 𝗳𝗶𝗿𝘀𝘁 with a solution before they even ask.

This isn’t support—it’s 𝗿𝗶𝘀𝗸 𝗽𝗿𝗲𝘃𝗲𝗻𝘁𝗶𝗼𝗻.

𝟮. 𝗔𝘂𝘁𝗼𝗺𝗮𝘁𝗲 𝘁𝗵𝗲 𝗥𝗶𝗴𝗵𝘁 𝗔𝗹𝗲𝗿𝘁𝘀—𝗔𝘁 𝘁𝗵𝗲 𝗥𝗶𝗴𝗵𝘁 𝗧𝗶𝗺𝗲

𝗣𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗶𝘀𝗻’𝘁 𝘀𝗽𝗮𝗺—it’s timely, relevant communication.

a). Give customers 𝗵𝗲𝗮𝗱𝘀-𝘂𝗽 𝗻𝗼𝘁𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀 about upcoming changes, outages, or new features.

b). Set up 𝗽𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗶𝘇𝗲𝗱 𝗮𝗹𝗲𝗿𝘁𝘀 based on behavior—like nudging users before they hit common roadblocks.

c). Use 𝗔𝗜-𝗱𝗿𝗶𝘃𝗲𝗻 𝘁𝗿𝗶𝗴𝗴𝗲𝗿𝘀 to anticipate when a customer might need help—before they even know it.

𝗦𝗺𝗮𝗿𝘁 𝗮𝗹𝗲𝗿𝘁𝘀 = 𝗳𝗲𝘄𝗲𝗿 𝗳𝗿𝘂𝘀𝘁𝗿𝗮𝘁𝗲𝗱 𝗲𝗺𝗮𝗶𝗹𝘀.

𝟯. 𝗚𝗶𝘃𝗲 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝘁𝗵𝗲 𝗧𝗼𝗼𝗹𝘀 𝘁𝗼 𝗛𝗲𝗹𝗽 𝗧𝗵𝗲𝗺𝘀𝗲𝗹𝘃𝗲𝘀

Customers 𝗱𝗼𝗻’𝘁 𝘄𝗮𝗻𝘁 𝘁𝗼 𝗰𝗼𝗻𝘁𝗮𝗰𝘁 𝘀𝘂𝗽𝗽𝗼𝗿𝘁. They want 𝗮𝗻𝘀𝘄𝗲𝗿𝘀—𝗳𝗮𝘀𝘁.

𝗕𝗮𝗱 𝗣𝗿𝗮𝗰𝘁𝗶𝗰𝗲: Buried FAQs and outdated help docs.

𝗪𝗶𝗻𝗻𝗶𝗻𝗴 𝗠𝗼𝘃𝗲: Build an 𝗔𝗜-𝗽𝗼𝘄𝗲𝗿𝗲𝗱 𝗸𝗻𝗼𝘄𝗹𝗲𝗱𝗴𝗲 𝗯𝗮𝘀𝗲 that dynamically updates based on common issues and user behavior.

𝟰. 𝗦𝘁𝗼𝗽 ‘𝗙𝗼𝗹𝗹𝗼𝘄𝗶𝗻𝗴 𝗨𝗽’—𝗦𝘁𝗮𝗿𝘁 𝗖𝗵𝗲𝗰𝗸𝗶𝗻𝗴 𝗜𝗻

Support isn’t just about fixing things—it’s about showing customers 𝘆𝗼𝘂 𝗰𝗮𝗿𝗲.

𝟱. 𝗠𝗮𝗸𝗲 𝗣𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲 𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝗮 𝗚𝗿𝗼𝘄𝘁𝗵 𝗘𝗻𝗴𝗶𝗻𝗲

𝗣𝗿𝗼𝗮𝗰𝘁𝗶𝘃𝗲 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗶𝘀𝗻’𝘁 𝗷𝘂𝘀𝘁 𝗿𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻—𝗶𝘁’𝘀 𝗲𝘅𝗽𝗮𝗻𝘀𝗶𝗼𝗻.

a). Analyze usage patterns to 𝘀𝘂𝗴𝗴𝗲𝘀𝘁 𝗮𝗱𝘃𝗮𝗻𝗰𝗲𝗱 𝗳𝗲𝗮𝘁𝘂𝗿𝗲𝘀 customers aren’t using.

b). Offer 𝗽𝗲𝗿𝘀𝗼𝗻𝗮𝗹𝗶𝘇𝗲𝗱 𝗿𝗲𝗰𝗼𝗺𝗺𝗲𝗻𝗱𝗮𝘁𝗶𝗼𝗻𝘀 that help customers 𝗴𝗲𝘁 𝗺𝗼𝗿𝗲 𝘃𝗮𝗹𝘂𝗲 from your product.

c). Proactively reach out with 𝗿𝗲𝗻𝗲𝘄𝗮𝗹 𝗶𝗻𝗰𝗲𝗻𝘁𝗶𝘃𝗲𝘀 before customers start considering alternatives.

𝗦𝘂𝗽𝗽𝗼𝗿𝘁 𝘀𝗵𝗼𝘂𝗹𝗱𝗻’𝘁 𝗷𝘂𝘀𝘁 𝘀𝗼𝗹𝘃𝗲 𝗽𝗿𝗼𝗯𝗹𝗲𝗺𝘀—𝗶𝘁 𝘀𝗵𝗼𝘂𝗹𝗱 𝗱𝗿𝗶𝘃𝗲 𝗿𝗲𝘃𝗲𝗻𝘂𝗲.