By Tuula Fai on Feb 05, 2013
You’ve heard the term ‘Proactive Service.’ You know it means reaching out to customers to give them a better experience. But you’re wondering, What’s the best way to do that? Because you want to reach out with service that is personal and relevant—so you can drive more sales and lower support costs.
Brands that stand out are those that get ahead of customer needs and use every interaction to grow their business. By engaging with consumers before they have issues, companies can increase customer satisfaction and operational efficiency, resulting in sustainable growth and profits.
Here are the top three ways to proactively reach out to customers:
- Invite customers to chat on your website
- Update customers with service alerts
- Send targeted campaigns and personalized emails
First, business rules enable you to automatically offer chat based on criteria like how many answers a customer has viewed on your website, or whether she is about to abandon her shopping cart. By engaging at the point of need, you can resolve customer issues quickly and boost sales.
Drugstore.com, a Walgreens Company, uses Oracle RightNow Cloud Service to proactively offer chat. By using chat to guide online shoppers, Drugstore’s beauty.com has achieved a 30% online conversion rate and increased shopping basket size by 20%.
Second, you can send customers relevant information—like service alerts, knowledge updates, or product enhancements—based on their profile preferences. This proactive outreach helps build loyalty while saving money on call deflection.
ResortCom International, a vacation industry leader, uses Oracle RightNow Cloud Service to proactively deliver relevant service and offers to customers through their preferred channels and times of day. Proactive communications have decreased its inbound calls by 20%, resulting in $200,000 savings. ResortCom also increased its business 10X with no increase in support headcount.
Third, you can use profile preferences to send customers targeted campaigns and personalized emails. Putting relevant content in front of consumers helps keep your brand top-of-mind, increasing sales opportunities and customer retention.
Shaklee, the number one natural nutrition company in the U.S., uses Oracle RightNow Cloud Service to create personalized campaigns and automatically send welcome letters and birthday emails to members. Personalized outreach has increased Shaklee’s campaign click-through rates and saved money on marketing headcount.
In summary, proactive service helps you drive more sales opportunities and lower support costs at the same time.
Learn more about Oracle RightNow Cloud Customer Service Solutions at www.oracle.com/rightnow