Moving From Reactive to Proactive Customer Support | Eric Bonnette
from CX Conversations Hosted by LaunchPod Media
In this episode we discuss how to move from reactive to proactive preventative customer support with special guest Eric Bonnette, who is currently the Director of Technical Support and Customer Success at Qualys. We talk about why being proactive is essential to having a successful branch of support, such as being able to get ahead and approach issues you may face before they become too big of a problem. Eric tells about the principles he uses to influence his teams to be proactive, and then defines what customer success is to them. About Eric 0:51 Why proactivity is important 1:38 Principles Eric has used to change and guide his support teams 2:50 Defining customer success 6:21 Technology 10:12 “At the end of the day it is extremely important when you talk about being proactive and moving from that reactive natured state that you’re in. It allows you to gain a more holistic view on the customer engagements while quarterbacking or facilitating, if you will, those engagements.” 5:43 https://www.linkedin.com/in/eric-bonnette-3014787/
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