Customer Service is the true 1:1 channel – a place where every interaction is with an individual.
However, far too many agents are operating with little access to data, and do so almost exclusively reactively. What if brands turned the tables, and led with service? It turns out that 90% of customers are ready for a proactive engagement, which provides a chance for brands to stand out and deepen that customer relationship.
In this episode of Point Line Trend, Michelle Torres joins to reveal the Zendesk Benchmark — a compendium of research looking across the customer service engagements of 45k companies and their customers — and to talk all things proactive outreach.