In a perfect world we would be able to predict the future for everyone. But alas, we live in a reality where this is most definitely not the case. In the world of client support we have to anticipate the future needs of our clients, as well as being able to assist in times of urgency or chaos. Both serve their purpose and make up the working relationship of client and support leads. I'll dive into both reactive and proactive support and how they play into a long lasting relationship with clients.
In some cases, clients have no idea what their needs are. But they do know they need subject matter experts to assist at a moment's notice. When questions arise, their system is running slow, or they just need to bounce ideas off another person, our team springs into action to help fulfill their needs. It requires a delicate balance of time spent planning resources and effectively communicating with the client the expectations for SLA's on the given issues. This approach to support is an awesome way to get your foot in the door and build a foundation with your clients in a short period of time. However, allocating resources can be challenging if we do not anticipate the needs of our clients and properly plan time for the respective clients. Communication is key to making this successful for both businesses.
Proactive support is where we show our true value of subject matter experts and helps us retain clients beyond the initial engagement. By evaluating current and future needs of the client, you're able to make recommendations to the client beyond just the day to day tasks that come up. You are showing them that we are thinking outside of the box and have their best interest in mind long-term. It can be as simple as making recommendations for apps that other clients may be using, or more robust like anticipating future growth of their business and making licensing recommendations based on this projected growth. We want their business to be successful through these efforts and recommendations. Proactive support takes a more delicate touch when approaching clients, but is very effective in building long-lasting client engagements.