From Reactive To Proactive
The best businesses and the best customer service revolve around one crucial mindset: working proactively instead of reactively.
By MICHAEL DEMERS
After nearly two years working with clients across various industries as Customer Success & Operations Manager at Zappix, one mantra stands out as the most important lesson for business leaders to understand heading into 2019 —commit to a proactive mindset.Most corporations operate out of a reactive stance, conserving resources to start behind the eightball and react to any new development that happens to cross their path.
By shifting to a proactive mindset, companies can expect to grow more rapidly and experience less damaging setbacks while appeasing customers and providing the best service possible. Stop reacting to problems and start proactively stopping them before they can snowball into larger hurdles.
“Stop reacting to problems and start proactively stopping them before they can snowball into larger hurdles.”
Proactive Mindset As A Service
At Zappix, our cloud-based, Software as a Service (SaaS), Digital Self-Service platforms are built to implement quickly and our drag-and-drop Zappix Studio tool allows our clients to manage their new service with almost zero training. That doesn’t mean our team signs off as soon as we launch with a new client. Once we launch, our proactive focus is still in full swing.
After the first couple of weeks of implementation, the team at Zappix works to proactively improve our clients’ ROI. Our expertise with Digital Self-Service means we can identify opportunities for ROI growth faster and more effectively than some of our clients. Armed with this knowledge we analyze end-user interaction trends and critically examine how our clients showcase and implement our products to design improvement suggestions for each client.
During one of these periods of monitoring and analysis, our team discovered a faulty touchpoint in one of our clients’ self-service modules. After investigating, we discovered the problem — a large part of the client’s IVR system had shut down, disconnecting our Visual IVR integrations. Our team immediately alerted our client of the situation with their IVR. The hands-on, proactive approach meant we noticed and alerted the client of the crash even before their internal teams notified them of the issue.
With the client’s IVR back online, our Visual IVR integrations were quickly reestablished thanks to the open API connectivity built into every Zappix solution.
From An Internal To An External Focus
A proactive mindset enriches more than business to consumer interactions. Working proactively can help businesses succeed and grow in the right direction. Speed is important in our quickly changing, technologically advanced marketplace, but it doesn’t hold real value. Velocity, speed in a certain direction, is what’s truly valuable to businesses. Determining which direction to move is a key component of a proactive internal business mindset.
A proactive culture can determine the right direction to grow a business. By proactively determining what capabilities and features a product will require in the future, businesses can begin to adapt and grow earlier than their competition, creating the opportunity for greater gains in the down the line.
The future arrives quickly, proactively moving at the right velocity is the only way businesses can meet it smoothly.
Proactive To The Core
At Zappix, we don’t just believe in the power of proactivity for employees. We build a proactive mindset into everything we do. That’s why we developed newActionable Analyticsfor the Zappix Analytics Suite. The suite is built on three pillars of analysis. The first two consist of standard analytics processes:
- OPERATIONAL REPORTINGdisplays real-time performance of the service including individual path analysis and interaction volumes. These reports are typically favored by operational teams seeking data about system metrics and live traffic performance.
- BUSINESS ANALYTICSutilizes trends analysis and user journey reporting to assist corporate decision-makers. Reports include analysis of Zappix Mobile On-Demand visits, interactions and other key business factors of the service.
The third pillar of theZappix Analytics Suiteis where our proactive mindset factors in:
- ACTIONABLE ANALYTICShelps enterprises take actions based on predefined parameters constantly monitored by Zappix bots. Automated actions are triggered when certain predefined conditions regarding streams, measurements, and time periods occur.
Actionable Analytics gives our clients the power to proactively identify and overcome obstacles in customer service and CX before any customers (and sometimes even employees) notice an issue. By tracking trends in customer interactions and Zappix Digital Self-Service usage, our Actionable Analytics module alerts business leaders to changes they need to know about so they can proactively get ahead of any issues.
Proactive Growth
Businesses will surely see a wealth of advancements in robotic process automation (RPA), machine learning (ML), Artificial Intelligence (AI), and many other technologies in 2019. The world is moving forward quickly, but if we all focus on working with a proactive instead of a reactive mindset success will follow.
↢ ↣
From Reactive To Proactive
The best businesses and the best customer service revolve around one crucial mindset: working proactively instead of reactively.
By MICHAEL DEMERS
After nearly two years working with clients across various industries as Customer Success & Operations Manager at Zappix, one mantra stands out as the most important lesson for business leaders to understand heading into 2019 —commit to a proactive mindset.Most corporations operate out of a reactive stance, conserving resources to start behind the eightball and react to any new development that happens to cross their path.
By shifting to a proactive mindset, companies can expect to grow more rapidly and experience less damaging setbacks while appeasing customers and providing the best service possible. Stop reacting to problems and start proactively stopping them before they can snowball into larger hurdles.
“Stop reacting to problems and start proactively stopping them before they can snowball into larger hurdles.”
Proactive Mindset As A Service
At Zappix, our cloud-based, Software as a Service (SaaS), Digital Self-Service platforms are built to implement quickly and our drag-and-drop Zappix Studio tool allows our clients to manage their new service with almost zero training. That doesn’t mean our team signs off as soon as we launch with a new client. Once we launch, our proactive focus is still in full swing.
After the first couple of weeks of implementation, the team at Zappix works to proactively improve our clients’ ROI. Our expertise with Digital Self-Service means we can identify opportunities for ROI growth faster and more effectively than some of our clients. Armed with this knowledge we analyze end-user interaction trends and critically examine how our clients showcase and implement our products to design improvement suggestions for each client.
During one of these periods of monitoring and analysis, our team discovered a faulty touchpoint in one of our clients’ self-service modules. After investigating, we discovered the problem — a large part of the client’s IVR system had shut down, disconnecting our Visual IVR integrations. Our team immediately alerted our client of the situation with their IVR. The hands-on, proactive approach meant we noticed and alerted the client of the crash even before their internal teams notified them of the issue.
With the client’s IVR back online, our Visual IVR integrations were quickly reestablished thanks to the open API connectivity built into every Zappix solution.
From An Internal To An External Focus
A proactive mindset enriches more than business to consumer interactions. Working proactively can help businesses succeed and grow in the right direction. Speed is important in our quickly changing, technologically advanced marketplace, but it doesn’t hold real value. Velocity, speed in a certain direction, is what’s truly valuable to businesses. Determining which direction to move is a key component of a proactive internal business mindset.
A proactive culture can determine the right direction to grow a business. By proactively determining what capabilities and features a product will require in the future, businesses can begin to adapt and grow earlier than their competition, creating the opportunity for greater gains in the down the line.
The future arrives quickly, proactively moving at the right velocity is the only way businesses can meet it smoothly.
Proactive To The Core
At Zappix, we don’t just believe in the power of proactivity for employees. We build a proactive mindset into everything we do. That’s why we developed newActionable Analyticsfor the Zappix Analytics Suite. The suite is built on three pillars of analysis. The first two consist of standard analytics processes:
- OPERATIONAL REPORTINGdisplays real-time performance of the service including individual path analysis and interaction volumes. These reports are typically favored by operational teams seeking data about system metrics and live traffic performance.
- BUSINESS ANALYTICSutilizes trends analysis and user journey reporting to assist corporate decision-makers. Reports include analysis of Zappix Mobile On-Demand visits, interactions and other key business factors of the service.
The third pillar of theZappix Analytics Suiteis where our proactive mindset factors in:
- ACTIONABLE ANALYTICShelps enterprises take actions based on predefined parameters constantly monitored by Zappix bots. Automated actions are triggered when certain predefined conditions regarding streams, measurements, and time periods occur.
Actionable Analytics gives our clients the power to proactively identify and overcome obstacles in customer service and CX before any customers (and sometimes even employees) notice an issue. By tracking trends in customer interactions and Zappix Digital Self-Service usage, our Actionable Analytics module alerts business leaders to changes they need to know about so they can proactively get ahead of any issues.
Proactive Growth
Businesses will surely see a wealth of advancements in robotic process automation (RPA), machine learning (ML), Artificial Intelligence (AI), and many other technologies in 2019. The world is moving forward quickly, but if we all focus on working with a proactive instead of a reactive mindset success will follow.
