The question of whether being proactive will generate more calls than it avoidsMany times we have seen how measures proposed by the service team are difficult to be implemented, due to doubts as to whether it will uncover a problem to the customer.
Complexity to create policies
Multiple departments or vendors are required to implement policies, slowing down implementation processes. Even more, if those policies are set independently per care channel.
Difficulty defining specific behaviors per customer based on their context in real time
It is often difficult to be able to define proactive policies due to the exceptions that we can find in the process, or the problems to customize that policy for each of the customers.
How to keep track of the results of proactive measures
It is normally challenging to be able to measure and understand what happens after launching a proactive policy and how it impacts the customer.