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Uber's example of proactive customer support

There are two kinds of customer support.

  • Reactive customer support
  • Proactive customer support

When you help an user fix their problem once they reach out on email, phone, SMS, or any other medium you offer support on, that’s reactive customer support.

On the other hand, when you identify product loopholes and reach out to the customer with a resolution before they notice it, that’s proactive customer support.

“We had wrongly charged Rs.28.35 in your previous trip because of satellite tolls, we have credited back Rs.28.35 to your charged card/account. If you have taken a cash trip please check for credits in your Uber app.”

Uber had sent that over email two days ago, and that’s a classic example of offering proactive customer support. 💯

This infographic by Freshdesk shows how the two stack up against each other.

This also reminds me of this webinar I attended a while ago, again by Freshdesk, with best practices on how to offer proactive customer support.

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Last day at Freshworks Inc.

Today was my last day at Freshworks Inc. While I had been anticipating this day to be the most exciting day, it’s not.
I wish I could take my team from Freshworks Inc. to wherever I am moving next on my journey.
To sum it up, I feel bad and sad about the last week at Freshworks Inc. I had a fun ride though, and got to work with the best talents in the industry. I will definitely miss everyone I got a chance to work with.
It feels lonely over here. But, I guess I will have to get accustomed to this now, if I am sure about remote jobs being my primary choice.