Benefits of Proactive Customer Service Operations include: (Choose two.)
Benefits of Proactive Customer Service Operations include: (Choose two.)
Proactive customer service operations aim to prevent issues before they arise, which directly leads to reduced inbound calls from customers as problems are anticipated and resolved in advance. Additionally, these operations contribute to a reduced Mean Time To Resolve (MTTR), as proactive measures facilitate quicker identification and resolution of issues. Both these benefits emphasize the efficiency and preventative nature of proactive customer service, ensuring smoother operations.
From the CSM fundamental course - ans are validated ----> Reduce Inbound calls and Reduce MTTR
AD is Correct. https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/data-sheet/ds-csm-proactive-customer-service-operations.pdf
Explanation: "You can also associate outage information to a case to keep your customers informed about the impact of the outage and the status of the resolution. It also gives customers visibility into planned service disruptions, enhancing transparency and reducing the number of customer-reported cases." source: https://docs.servicenow.com/bundle/vancouver-customer-service-management/page/product/customer-service-management/concept/proactive-service-operations.html
AD are correct
From Customer Service Management Implementation (participant guide) Proactive Customer Service Operations Benefits • Reduce inbound calls: Proactively monitor issues and orchestrate case workflows. • Reduce MTTR: Enable operations engineers to identify customers impacted by service disruptions and propose major case. • Improve customer experience: Empower customer service agents to track service disruptions and notify only affected customer.
E-book see 109. https://evantage.gilmoreglobal.com/reader/books/SN-CSMI-T010-PG-E/pageid/108