The Difference Between Reactive and Proactive Customer Service – and Why it Matters

Reactive and Proactive

The ultimate goal of customer service is to make customers feel well taken care of and to quickly resolving any problems that may arise. However, it goes further than just problem solving. The best type of customer service involves a business being proactive, or making the first move, when a customer has an issue. A good customer service agent knows the difference between reactive and proactive customer service.

Customer Think’s article, Be Proactive! It’s Good for Business, delves into the differences between reactive and proactive customer service. The article states that while both approaches fix problems, proactive customer service leaves customers delighted because issues are resolved – in most cases – before a customer is even aware that they have one.

The article also talks about the three reasons why proactive customer service is so important:

  1. It creates confidence
  2. It improves brand perception
  3. It reduces costs

One important way for businesses to be more proactive is to gather, analyze and interpret customer data. At US Farm Data, we help our customers do this every day.  To learn more about your Ag business making the move from reactive to proactive customer service, read our blog, give us a call at 800-960-6267 or visit us online at