Step 3: Be Proactive (and Predictive)
You can solve a customer’s problem—before they’re even aware—with proactive engagement. By helping your agents manage customer expectations after a critical event, such as a new claim, purchase, or billing change, you can avoid subsequent issues in the customer’s journey. With a fully connected omnichannel that anticipates potential issues and engages customers before they contact you, you can reduce customer effort and increase FCR.