Implementing proactive support enhances experiences, fosters loyalty, and drives business growth. This article will show you some practical ways you can implement proactive support in your SaaS.<\/p>\n
Overview of how to provide proactive help<\/h2>\n\n- Proactive help is when you find and address potential customer issues before they even arise.<\/li>\n
- Meanwhile, reactive customer service<\/a> is when you wait for a customer to reach out with an issue.<\/li>\n
- You should provide proactive customer service as it creates positive customer experiences<\/a>, improves customer loyalty<\/a> and customer satisfaction<\/a>, and increases customer retention rates<\/a>.<\/li>\n
- Here are some ways you can be proactive in your customer support:<\/li>\n<\/ul>\n
1. Learn about customer pain points<\/a> with in-app surveys<\/a> and resolve them.<\/p>\n2. Use in-app guidance<\/a> such as tooltips, checklists<\/a>, or knowledge bases<\/a> to assist customers if they need help with any features.<\/p>\n3. Follow up<\/a> on low NPS scores<\/a> instantly with automated responses to discover what caused customer dissatisfaction<\/a>. Then focus on solving the issues of these customers.<\/p>\n4. Create a resource center<\/a> with different educational resources based on the user’s jobs to be done<\/a>. Add different types of content, such as webinars, guides, or video tutorials<\/a>.<\/p>\n5. Segment<\/a> users who failed to adopt a feature to provide additional help, such as a modal<\/a> with a video tutorial.<\/p>\n6. Offer proactive customer support by educating<\/a> users on new features<\/a> that are relevant to them.<\/p>\n\n- You can use Userpilot to help with proactive customer support by creating different UX patterns<\/a>, segmenting your customers, and surveying them to identify friction points. If you want to learn more, book a demo<\/a> now.<\/li>\n<\/ul>\n
What is proactive help?<\/h2>\n
Proactive customer support is a customer support approach where businesses anticipate and address customer needs and concerns before they even arise.<\/p>\n
Instead of waiting for customers to reach out with issues or questions, proactive help involves actively identifying potential pain points and providing timely solutions or assistance.<\/p>\n
Proactive customer service vs reactive customer service<\/h2>\n
Proactive customer service<\/a> is when you identify potential issues that customers might have before they happen. Then implement a solution to address that problem before a customer has to contact the support team for help.<\/p>\nMeanwhile, reactive customer service<\/a> is when you wait for them to contact the customer service teams when they encounter a problem, and only then help them fix the issue.<\/p>\nWhy should you provide proactive customer service?<\/strong><\/h2>\nRealistically, providing exceptional customer service is easy to do when offering proactive customer support (you’ll find out later in the article some ways that make it easy for you). Here are some benefits of proactive customer service.<\/p>\n
\n- Positive customer experiences<\/strong>: Proactive customer support helps create better customer experiences<\/a> as you deal with issues before the customer realizes there could be issues.<\/li>\n
- Less customer support tickets<\/strong>: Proactive support deals with customer issues by removing\/improving what could have been a pain point for a customer. All of which reduces the customer’s need to contact the support team.<\/li>\n
- Improved customer loyalty and satisfaction<\/strong>: Proactive customer support helps to increase customer satisfaction<\/a> as there are fewer times they have to experience something negative, leading to happier<\/a> and more loyal<\/a> customers.<\/li>\n
- Increase <\/strong>customer retention rates<\/a>: Proactive support can help to provide exceptional customer service, which will keep customers using your product for longer.<\/li>\n<\/ul>\n
Implementing a proactive customer service strategy in your SaaS<\/h2>\n
The benefits of proactive customer service can make a big difference in your SaaS, improving customer satisfaction and dealing with fewer customer service issues. Here are some ways to implement proactive customer service in your SaaS.<\/p>\n
Learn about customer pain points from the customer service team and work on fixing them<\/h3>\n
Your customer support agents are on the frontline of your SaaS. They deal with any issues customers run into when using your SaaS.<\/p>\n
It would help if you took the time to talk to your customer service department to find out about customers’ frequent pain points<\/a>.<\/p>\nIt could be fixing a bug, creating a feature for an unmet need, or simply pointing a customer in the right direction to what they need.<\/p>\n
You should always circle back and let your users know that you’ve fixed the issue, as it makes them feel valued and heard.<\/p>\n![\"A](\"https:\/\/images.storychief.com\/account_6827\/eenshot-of-a-modal-from-userpilot-showing-that-an-issue-has-been-fixed-as-part-of-proactive-help_f86c4dc041c9f18b5aa7d1b3cc00bb85_800.png\")
<\/picture>A modal showing feedback from fixing a problem.<\/figcaption><\/figure>\nOffer in-app guidance to remove friction and decrease the need for support<\/h3>\n
In-app guidance<\/a> helps to guide users through your product, showing them how it can solve their pain points. Examples of in-app guidance can include tooltips, onboarding checklists<\/a>, and knowledge bases<\/a>.<\/p>\nIn-app guidance helps to remove any friction a user might be having in your product and, in turn, offers them proactive support so they don’t need to reach out to a customer support agent.<\/p>\n
You can use the user’s jobs to be done to support the customer proactively. You can match up the different features that are useful for a customer to complete their jobs to be done<\/a> and trigger in-app guidance to teach them their value.<\/p>\n![\"Userpilot\u2019s](\"https:\/\/images.storychief.com\/account_6827\/userpilot-tooltips-in-app-guidance_b639799ef1dbfa208522526e7c7a5193_800.png\")
<\/picture>Userpilot\u2019s use of tooltips for in-app guidance.<\/figcaption><\/figure>\nConstantly collect customer feedback to improve customer experience<\/h3>\n
You should always be collecting feedback from customers. It could be to rate their experience using your product or highlight any pain points they need help solving.<\/p>\n
Use in-app surveys<\/a> to collect feedback, take action on any problems or friction a user might be experiencing, then follow up with them telling them you solved the issue.<\/p>\n![\"An](\"https:\/\/images.storychief.com\/account_6827\/survey-feedback-collection_6965ad74d5ad9b0ff9474c7e9e992b83_800.png\")
<\/picture>An example of a survey to collect user feedback.<\/figcaption><\/figure>\nFollow-up on low NPS scores immediately<\/h3>\n
NPS<\/a> is a customer experience metric that measures how likely a customer is to recommend your product to a friend or colleague. It helps you to identify opportunities to improve your product’s offering and minimize customer churn.<\/p>\nNPS surveys are great as proactive support for discovering why customers aren’t happy<\/a>.<\/p>\n![\"A](\"https:\/\/images.storychief.com\/account_6827\/nps-saas-follow-up-proactive-help_28cd816cfdafd59e29917c7f4b7ac83d_800.png\")
<\/picture>An example of an NPS survey.<\/figcaption><\/figure>\nAfterward, segment<\/a> users with low NPS responses and work on fixing any of the issues they report. This will help to resolve issues before those users decide to churn.<\/p>\n![\"A](\"https:\/\/images.storychief.com\/account_6827\/userpilot-smarter-segmentation-nps-proactive-help_c6b8dd0cea73dbae5257f1e07654ad28_800.jpg\")
<\/picture>Userpilot\u2019s user segmentation options.<\/figcaption><\/figure>\nCreate a resource center that matches different segment’s JTBDs<\/h4>\n
A resource center<\/a> is a mix of educational resources (articles, video tutorials, etc) that a user can access to answer their frequent questions.<\/p>\nTo be proactive with your resource center, create different materials that match different segments\u2019 JTBDs. This will ensure that different users have access to the answers tailored to their use case.<\/p>\n![\"A](\"https:\/\/images.storychief.com\/account_6827\/resource-center-proactive-help-2_012313669b43b357b1fe45792600a2a5_800.jpg\")
<\/picture>Create a resource center with Userpilot. Book a demo<\/a> to learn more.<\/figcaption><\/figure>\nAdd different types of resources to your resource center<\/h3>\n
Another means to offer proactive customer service is to provide different educational material in your resource center. Your users can have many different learning styles, so you should cater to everyone.<\/p>\n
You can offer guides, video tutorials<\/a>, and recorded webinars so users can pick their desired format to educate themselves.<\/p>\n![\"The](\"https:\/\/images.storychief.com\/account_6827\/userpilot-resource-center_2b072f9631291aa86739643091bb3921_800.png\")
<\/picture>The different types of resources in Userpilot\u2019s resource center.<\/figcaption><\/figure>\nOffer proactive support when users fail to adopt a feature<\/h3>\n
Ensuring that your customer adopts a feature will help them to understand the value your product can offer them, increasing your retention rate<\/a>.<\/p>\nA form of proactive customer support is helping those that failed to adopt a feature. You can segment users<\/a> by those who have integrated with a feature but didn’t adopt it and provide extra help.<\/p>\nA great way of doing this is by a modal<\/a>. A modal is a UI element that overlays whatever a user is doing. You can link to a guide or embed a video directly in it.<\/p>\n![\"An](\"https:\/\/images.storychief.com\/account_6827\/training-for-feature-adoption_cfd2cca608c926a81baa2a7e3ed38b26_800.png\")
<\/picture>An example of a modal offering additional training to help adopt a feature.<\/figcaption><\/figure>\nProactively guide users to discover and adopt new features relevant to them<\/h3>\n
Rather than waiting for users to discover new features<\/a> as a form of proactive customer service, you should guide them to discover them.<\/p>\nThe more customers use your product feature and experience additional value from it, the less likely they will churn.<\/p>\n
Slideouts help improve feature adoption and engagement by directly communicating timely information in-app, helping\u00a0mobile users<\/span><\/a>\u00a0discover new features and engage more.<\/p>\nIt would be best to use pop-ups to showcase new features clearly in your app. They should contain information to educate<\/a> users on how the new feature can benefit them and how to use it so they fully adopt them.<\/p>\n![\"Miro\u2019s](\"https:\/\/images.storychief.com\/account_6827\/miro-feature-announcement_f7b629a0cbbd6b238a29ad1302792bf3_800.png\")
<\/picture>Miro\u2019s new feature announcement.<\/figcaption><\/figure>\nProactive customer support examples to inspire you<\/h2>\n
You should offer proactive customer service throughout your product to help reduce customer questions. Here are some examples to inspire you.<\/p>\n
Sked Social uses an onboarding checklist to guide users to the activation point<\/h3>\n
Sked Social is a social media management platform that helps you to manage posts on your social media platforms.<\/p>\n
They use checklists<\/a> to guide users to the activation point during onboarding. Checklists help users through the tasks needed to complete key features of your product so they can get value straightaway. They offer a more structured approach for users to explore key features of your product.<\/p>\nChecklists offer proactive support as you can guide users step by step through a process, making learning something new easy.<\/p>\n![\"Learn](\"https:\/\/images.storychief.com\/account_6827\/sked-social-checklist_106956fc573a5c47f58546c5a90bd994_800.png\")
<\/picture>Learn how Sked Social tripled conversions with a checklist<\/a>.<\/figcaption><\/figure>\nOsano uses a knowledge base to solve frequent customer issues<\/h3>\n
Osano is a product that helps manage your privacy program by assisting with data compliance.<\/p>\n
They use a knowledge base<\/a> to help with any issues customers frequently encounter. A knowledge base is a collection of resources users can access in-app to help them get the most out of your product.<\/p>\nKnowledge bases are an excellent means of proactive support as they are a single place a user can find answers without reaching out to a customer service representative<\/a>.<\/p>\n![\"Learn](\"https:\/\/images.storychief.com\/account_6827\/osano-knowledge-base_c3fbd9c6b07f26a257943e2394cccd7c_800.png\")
<\/picture>Learn how Osano<\/a> used Userpilot to minimize churn and support tickets.<\/figcaption><\/figure>\nRocketbots provides a proactive approach with an interactive walkthrough<\/h3>\n
Rocketbots is a business messaging platform that unifies all customer messaging in one location.<\/p>\n
They use an interactive walkthrough to help users learn their product’s features. An interactive walkthrough is an onscreen tutorial used in-app to guide users through UI elements, such as tooltips, to show users how to use a feature proactively.<\/p>\n
Interactive walkthroughs<\/a> are a great way to offer proactive support as they prompt users to take action through each step of the walkthrough. It helps users to be able to use the new tool right away, which leads to an increase in user adoption<\/a>.<\/p>\n![\"A](\"https:\/\/d37oebn0w9ir6a.cloudfront.net\/account_6827\/rocketbots-interactive-walkthrough-proactive-help_77fbfb6c5a63e21fbc2efd37863aa3ca.gif\")
<\/picture>Learn how Rocketbots<\/a> interactive walkthrough led users to the Aha! moment faster.<\/figcaption><\/figure>\nSlack uses contextual tooltips to provide help when needed<\/h3>\n
Slack is a business messaging tool that helps people connect to the information they need.<\/p>\n
They use contextual tooltips<\/a> when a user may need help. A tooltip is a targeted popup shown at relevant points in your SaaS to help users discover features of your product.<\/p>\nTooltips are an excellent form of proactive support as you can give important information about a specific feature without cluttering the UI. This helps educate users on certain features, prompts them to continue discovering relevant features, and helps them to better adopt those features.<\/p>\n![\"Slack\u2019s](\"https:\/\/images.storychief.com\/account_6827\/slack-tooltips_b77dd1e883a23341e003858012d44d60_800.png\")
<\/picture>Slack\u2019s use of tooltips to proactively help users.<\/figcaption><\/figure>\nLoom uses video tutorials to answer FAQs<\/h3>\n
Loom is a video messaging tool that lets you record yourself and your screen and share recordings via a link.<\/p>\n
They use micro-videos<\/a> to answer any frequently asked questions. Micro-videos are short videos that a user easily consumes and succinctly educates the viewer.<\/p>\nBecause of how short micro-videos are, they are perfect for proactive support. Users can quickly get answers to questions about your product without reading long guides or watching lengthy videos.<\/p>\n![\"Loom\u2019s](\"https:\/\/images.storychief.com\/account_6827\/loom-educational-micro-videos_57266e66906870bda6d08b02ba127d88_800.png\")
<\/picture>Loom\u2019s collection of educational micro-videos.<\/figcaption><\/figure>\nImplementing proactive customer service with the help of Userpilot<\/h2>\n
Userpilot is a product growth platform that can help you implement proactive support by creating different in-app experiences.<\/p>\n
Create different UX patterns to guide users through the customer journey<\/h3>\n
Userpilot allows you to use different UX patterns<\/a> to offer proactive service throughout the customer journey. Some of the UX patterns that you can use are:<\/p>\n\n- Tooltips<\/a><\/strong>: Give bite-size information to users without cluttering the UI.<\/li>\n
- Modals<\/a><\/strong>: A UI element that overlays the user’s screen, perfect for announcements, surveys, or webinar invites.<\/li>\n
- Banners<\/a><\/strong>: A small bar that appears on the top of a website used to remind users of important updates, features, or events.<\/li>\n
- Driven action<\/strong>: These are similar to tooltips but require a user to take an action.<\/li>\n<\/ul>\n
![\"Userpilot\u2019s](\"https:\/\/images.storychief.com\/account_6827\/userpilot-ux-patterns_2c11001a88bea0db3cbeb913c42be447_800.png\")
<\/picture>Userpilot<\/a>\u2019s available UX patterns.<\/figcaption><\/figure>\nProvide proactive support at the right time with custom events<\/h3>\n
Userpilot can help you easily switch to providing proactive customer support by providing help at the right time with custom events. To make support as useful as possible, it is better for it to be contextual.<\/p>\n
For example, if a user clicks on a feature for the first time, rather than them having to learn how to use it themselves, you can trigger a custom event that shows an interactive walkthrough to educate them on how to use it.<\/p>\n![\"Create](\"https:\/\/images.storychief.com\/account_6827\/custom-events-in-userpilot_ef30267fdaf411672aa911ce392421d9_800.png\")
<\/picture>Create custom events in Userpilot<\/a>.<\/figcaption><\/figure>\nSegment customers to provide proactive service<\/h3>\n
You can use Userpilot as a great proactive customer support tool by segmenting<\/a> your customers to provide relevant support.<\/p>\nYour customers have different needs and goals they want to achieve from using your product. Showing them generic support material can isolate many of your customers from the help they need to accomplish their goals with your product.<\/p>\n
For example, you can segment your users based on their jobs to be done to deliver proactive customer service as you tailor the educational materials and onboarding flows that are directly useful for what they need.<\/p>\n![\"The](\"https:\/\/images.storychief.com\/account_6827\/user-segmentation-userpilot_c96a72b4c917c4b87c100cc97d847bf1_800.png\")
<\/picture>The user segmentation options in Userpilot<\/a>.<\/figcaption><\/figure>\nConclusion<\/h2>\n
Proactive support should be the default in your product. Not only does it help your customers get the most out of your product, turning them into loyal customers who will continue to use your product. It also reduces the number of customer requests your customer service team has to handle.<\/p>\n
1. Learn about customer pain points<\/a> with in-app surveys<\/a> and resolve them.<\/p>\n 2. Use in-app guidance<\/a> such as tooltips, checklists<\/a>, or knowledge bases<\/a> to assist customers if they need help with any features.<\/p>\n 3. Follow up<\/a> on low NPS scores<\/a> instantly with automated responses to discover what caused customer dissatisfaction<\/a>. Then focus on solving the issues of these customers.<\/p>\n 4. Create a resource center<\/a> with different educational resources based on the user’s jobs to be done<\/a>. Add different types of content, such as webinars, guides, or video tutorials<\/a>.<\/p>\n 5. Segment<\/a> users who failed to adopt a feature to provide additional help, such as a modal<\/a> with a video tutorial.<\/p>\n 6. Offer proactive customer support by educating<\/a> users on new features<\/a> that are relevant to them.<\/p>\n Proactive customer support is a customer support approach where businesses anticipate and address customer needs and concerns before they even arise.<\/p>\n Instead of waiting for customers to reach out with issues or questions, proactive help involves actively identifying potential pain points and providing timely solutions or assistance.<\/p>\n Proactive customer service<\/a> is when you identify potential issues that customers might have before they happen. Then implement a solution to address that problem before a customer has to contact the support team for help.<\/p>\n Meanwhile, reactive customer service<\/a> is when you wait for them to contact the customer service teams when they encounter a problem, and only then help them fix the issue.<\/p>\n Realistically, providing exceptional customer service is easy to do when offering proactive customer support (you’ll find out later in the article some ways that make it easy for you). Here are some benefits of proactive customer service.<\/p>\n The benefits of proactive customer service can make a big difference in your SaaS, improving customer satisfaction and dealing with fewer customer service issues. Here are some ways to implement proactive customer service in your SaaS.<\/p>\n Your customer support agents are on the frontline of your SaaS. They deal with any issues customers run into when using your SaaS.<\/p>\n It would help if you took the time to talk to your customer service department to find out about customers’ frequent pain points<\/a>.<\/p>\n It could be fixing a bug, creating a feature for an unmet need, or simply pointing a customer in the right direction to what they need.<\/p>\n You should always circle back and let your users know that you’ve fixed the issue, as it makes them feel valued and heard.<\/p>\n In-app guidance<\/a> helps to guide users through your product, showing them how it can solve their pain points. Examples of in-app guidance can include tooltips, onboarding checklists<\/a>, and knowledge bases<\/a>.<\/p>\n In-app guidance helps to remove any friction a user might be having in your product and, in turn, offers them proactive support so they don’t need to reach out to a customer support agent.<\/p>\n You can use the user’s jobs to be done to support the customer proactively. You can match up the different features that are useful for a customer to complete their jobs to be done<\/a> and trigger in-app guidance to teach them their value.<\/p>\n You should always be collecting feedback from customers. It could be to rate their experience using your product or highlight any pain points they need help solving.<\/p>\n Use in-app surveys<\/a> to collect feedback, take action on any problems or friction a user might be experiencing, then follow up with them telling them you solved the issue.<\/p>\n NPS<\/a> is a customer experience metric that measures how likely a customer is to recommend your product to a friend or colleague. It helps you to identify opportunities to improve your product’s offering and minimize customer churn.<\/p>\n NPS surveys are great as proactive support for discovering why customers aren’t happy<\/a>.<\/p>\n Afterward, segment<\/a> users with low NPS responses and work on fixing any of the issues they report. This will help to resolve issues before those users decide to churn.<\/p>\n A resource center<\/a> is a mix of educational resources (articles, video tutorials, etc) that a user can access to answer their frequent questions.<\/p>\n To be proactive with your resource center, create different materials that match different segments\u2019 JTBDs. This will ensure that different users have access to the answers tailored to their use case.<\/p>\n Another means to offer proactive customer service is to provide different educational material in your resource center. Your users can have many different learning styles, so you should cater to everyone.<\/p>\n You can offer guides, video tutorials<\/a>, and recorded webinars so users can pick their desired format to educate themselves.<\/p>\n Ensuring that your customer adopts a feature will help them to understand the value your product can offer them, increasing your retention rate<\/a>.<\/p>\n A form of proactive customer support is helping those that failed to adopt a feature. You can segment users<\/a> by those who have integrated with a feature but didn’t adopt it and provide extra help.<\/p>\n A great way of doing this is by a modal<\/a>. A modal is a UI element that overlays whatever a user is doing. You can link to a guide or embed a video directly in it.<\/p>\n Rather than waiting for users to discover new features<\/a> as a form of proactive customer service, you should guide them to discover them.<\/p>\n The more customers use your product feature and experience additional value from it, the less likely they will churn.<\/p>\n Slideouts help improve feature adoption and engagement by directly communicating timely information in-app, helping\u00a0mobile users<\/span><\/a>\u00a0discover new features and engage more.<\/p>\n It would be best to use pop-ups to showcase new features clearly in your app. They should contain information to educate<\/a> users on how the new feature can benefit them and how to use it so they fully adopt them.<\/p>\n You should offer proactive customer service throughout your product to help reduce customer questions. Here are some examples to inspire you.<\/p>\n Sked Social is a social media management platform that helps you to manage posts on your social media platforms.<\/p>\n They use checklists<\/a> to guide users to the activation point during onboarding. Checklists help users through the tasks needed to complete key features of your product so they can get value straightaway. They offer a more structured approach for users to explore key features of your product.<\/p>\n Checklists offer proactive support as you can guide users step by step through a process, making learning something new easy.<\/p>\n Osano is a product that helps manage your privacy program by assisting with data compliance.<\/p>\n They use a knowledge base<\/a> to help with any issues customers frequently encounter. A knowledge base is a collection of resources users can access in-app to help them get the most out of your product.<\/p>\n Knowledge bases are an excellent means of proactive support as they are a single place a user can find answers without reaching out to a customer service representative<\/a>.<\/p>\n Rocketbots is a business messaging platform that unifies all customer messaging in one location.<\/p>\n They use an interactive walkthrough to help users learn their product’s features. An interactive walkthrough is an onscreen tutorial used in-app to guide users through UI elements, such as tooltips, to show users how to use a feature proactively.<\/p>\n Interactive walkthroughs<\/a> are a great way to offer proactive support as they prompt users to take action through each step of the walkthrough. It helps users to be able to use the new tool right away, which leads to an increase in user adoption<\/a>.<\/p>\n Slack is a business messaging tool that helps people connect to the information they need.<\/p>\n They use contextual tooltips<\/a> when a user may need help. A tooltip is a targeted popup shown at relevant points in your SaaS to help users discover features of your product.<\/p>\n Tooltips are an excellent form of proactive support as you can give important information about a specific feature without cluttering the UI. This helps educate users on certain features, prompts them to continue discovering relevant features, and helps them to better adopt those features.<\/p>\n Loom is a video messaging tool that lets you record yourself and your screen and share recordings via a link.<\/p>\n They use micro-videos<\/a> to answer any frequently asked questions. Micro-videos are short videos that a user easily consumes and succinctly educates the viewer.<\/p>\n Because of how short micro-videos are, they are perfect for proactive support. Users can quickly get answers to questions about your product without reading long guides or watching lengthy videos.<\/p>\n Userpilot is a product growth platform that can help you implement proactive support by creating different in-app experiences.<\/p>\n Userpilot allows you to use different UX patterns<\/a> to offer proactive service throughout the customer journey. Some of the UX patterns that you can use are:<\/p>\n Userpilot can help you easily switch to providing proactive customer support by providing help at the right time with custom events. To make support as useful as possible, it is better for it to be contextual.<\/p>\n For example, if a user clicks on a feature for the first time, rather than them having to learn how to use it themselves, you can trigger a custom event that shows an interactive walkthrough to educate them on how to use it.<\/p>\n You can use Userpilot as a great proactive customer support tool by segmenting<\/a> your customers to provide relevant support.<\/p>\n Your customers have different needs and goals they want to achieve from using your product. Showing them generic support material can isolate many of your customers from the help they need to accomplish their goals with your product.<\/p>\n For example, you can segment your users based on their jobs to be done to deliver proactive customer service as you tailor the educational materials and onboarding flows that are directly useful for what they need.<\/p>\n Proactive support should be the default in your product. Not only does it help your customers get the most out of your product, turning them into loyal customers who will continue to use your product. It also reduces the number of customer requests your customer service team has to handle.<\/p>\n\n
What is proactive help?<\/h2>\n
Proactive customer service vs reactive customer service<\/h2>\n
Why should you provide proactive customer service?<\/strong><\/h2>\n
\n
Implementing a proactive customer service strategy in your SaaS<\/h2>\n
Learn about customer pain points from the customer service team and work on fixing them<\/h3>\n
![\"A](\"https:\/\/images.storychief.com\/account_6827\/eenshot-of-a-modal-from-userpilot-showing-that-an-issue-has-been-fixed-as-part-of-proactive-help_f86c4dc041c9f18b5aa7d1b3cc00bb85_800.png)
<\/picture>Offer in-app guidance to remove friction and decrease the need for support<\/h3>\n
![\"Userpilot\u2019s](\"https:\/\/images.storychief.com\/account_6827\/userpilot-tooltips-in-app-guidance_b639799ef1dbfa208522526e7c7a5193_800.png)
<\/picture>Constantly collect customer feedback to improve customer experience<\/h3>\n
![\"An](\"https:\/\/images.storychief.com\/account_6827\/survey-feedback-collection_6965ad74d5ad9b0ff9474c7e9e992b83_800.png)
<\/picture>Follow-up on low NPS scores immediately<\/h3>\n
![\"A](\"https:\/\/images.storychief.com\/account_6827\/nps-saas-follow-up-proactive-help_28cd816cfdafd59e29917c7f4b7ac83d_800.png)
<\/picture>![\"A](\"https:\/\/images.storychief.com\/account_6827\/userpilot-smarter-segmentation-nps-proactive-help_c6b8dd0cea73dbae5257f1e07654ad28_800.jpg)
<\/picture>Create a resource center that matches different segment’s JTBDs<\/h4>\n
![\"A](\"https:\/\/images.storychief.com\/account_6827\/resource-center-proactive-help-2_012313669b43b357b1fe45792600a2a5_800.jpg)
<\/picture>Add different types of resources to your resource center<\/h3>\n
![\"The](\"https:\/\/images.storychief.com\/account_6827\/userpilot-resource-center_2b072f9631291aa86739643091bb3921_800.png)
<\/picture>Offer proactive support when users fail to adopt a feature<\/h3>\n
![\"An](\"https:\/\/images.storychief.com\/account_6827\/training-for-feature-adoption_cfd2cca608c926a81baa2a7e3ed38b26_800.png)
<\/picture>Proactively guide users to discover and adopt new features relevant to them<\/h3>\n
![\"Miro\u2019s](\"https:\/\/images.storychief.com\/account_6827\/miro-feature-announcement_f7b629a0cbbd6b238a29ad1302792bf3_800.png)
<\/picture>Proactive customer support examples to inspire you<\/h2>\n
Sked Social uses an onboarding checklist to guide users to the activation point<\/h3>\n
![\"Learn](\"https:\/\/images.storychief.com\/account_6827\/sked-social-checklist_106956fc573a5c47f58546c5a90bd994_800.png)
<\/picture>Osano uses a knowledge base to solve frequent customer issues<\/h3>\n
![\"Learn](\"https:\/\/images.storychief.com\/account_6827\/osano-knowledge-base_c3fbd9c6b07f26a257943e2394cccd7c_800.png)
<\/picture>Rocketbots provides a proactive approach with an interactive walkthrough<\/h3>\n
![\"A](\"https:\/\/d37oebn0w9ir6a.cloudfront.net\/account_6827\/rocketbots-interactive-walkthrough-proactive-help_77fbfb6c5a63e21fbc2efd37863aa3ca.gif)
<\/picture>Slack uses contextual tooltips to provide help when needed<\/h3>\n
![\"Slack\u2019s](\"https:\/\/images.storychief.com\/account_6827\/slack-tooltips_b77dd1e883a23341e003858012d44d60_800.png)
<\/picture>Loom uses video tutorials to answer FAQs<\/h3>\n
![\"Loom\u2019s](\"https:\/\/images.storychief.com\/account_6827\/loom-educational-micro-videos_57266e66906870bda6d08b02ba127d88_800.png)
<\/picture>Implementing proactive customer service with the help of Userpilot<\/h2>\n
Create different UX patterns to guide users through the customer journey<\/h3>\n
\n
![\"Userpilot\u2019s](\"https:\/\/images.storychief.com\/account_6827\/userpilot-ux-patterns_2c11001a88bea0db3cbeb913c42be447_800.png)
<\/picture>Provide proactive support at the right time with custom events<\/h3>\n
![\"Create](\"https:\/\/images.storychief.com\/account_6827\/custom-events-in-userpilot_ef30267fdaf411672aa911ce392421d9_800.png)
<\/picture>Segment customers to provide proactive service<\/h3>\n
![\"The](\"https:\/\/images.storychief.com\/account_6827\/user-segmentation-userpilot_c96a72b4c917c4b87c100cc97d847bf1_800.png)
<\/picture>Conclusion<\/h2>\n