Proactive approach
Proactive approach is the most effective way to eliminate or minimize end user problems. It is more about anticipating common end user issue and categorizing them in order to provide effective support to users by informing them beforehand.
The most common example of this is the log-in credentials. More than 60% of a common technical support desks have to deal with this issue, hence they introduced automated account (login credential) recovery systems.
The most common example of this is the log-in credentials. More than 60% of a common technical support desks have to deal with this issue, hence they introduced automated account (login credential) recovery systems.
Nevertheless, no matter how effective the automated system is, some users prefer human interaction to seek solution for their problems. This is one of the main reasons that reactive approach should not be neglected even if you are proactive about a problem also known as planning for the worse.
Reactive approach
This is the typical end user support practice. As the name explains, this practice is about responding to the user’s queries to solve it. For example, A customer calls the help desk to solve his issue with printing an excel worksheet. To this query the help desk personnel will respond with a set of questions to isolate the problem to one source. i. e software related problem/hardware (printer) related problem. Then the help desk staff proceeds with the appropriate solution.
My opinion
Even though most of the people prefer to be Proactive, in most of the scenarios it won’t be contributing in solving the user’s problem. On the other hand, Reactive approach seems to solve most of the problems; it is not an efficient method. i. e, users have to wait on the calling queue to speak to a support staff and the time of service delivery is not quite predictable. As of my opinion, a successful help desk should embrace the mixture of both proactive and reactive approach of customer support principles.
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