Today, great customer service generally means resolving customer inquiries and complaints quickly and painlessly. But in our fast-evolving digital world where customers expect companies to know them and anticipate their needs, fast resolution alone won’t always be enough. Increasingly, customers will expect service issues to be resolved proactively by the business, with minimal or no action by the customer.
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The promise of proactive customer service
KPMG Proactive Customer Service: An innovative approach for identifying service vulnerabilities before they rebound as customer complaints.