---
title: "Proactive Support"
description: "1 posts about Proactive Support, summarised, each linking to the original."
---

# Proactive Support
> 1 posts about Proactive Support, summarised, each linking to the original.

## Articles

### [What Is Proactive Support and Why Do You Need It? - The Intercom Blog](https://yomu.fyi/post/what-is-proactive-support-and-why-do-you-need-it-the-intercom-blog.md)
- Company: [Intercom](https://yomu.fyi/company/intercom.md)
- Published: Oct 8, 2026
- Type: Explainer

Proactive support is a strategic approach to helping customers before they contact support, using tools such as outbound messages, banners, and Product Tours to deliver targeted assistance. By preemptively answering common questions, it reduces inbound conversation volume, frees support teams for complex queries, and improves long-term metrics like customer retention and satisfaction. A commissioned Forrester Consulting study conducted on behalf of Intercom in April 2021 found that 59% of support leaders and decision makers view a lack of proactive support as a barrier to conversational support at scale. Implementing a proactive strategy requires understanding the customer journey and pain points to deliver targeted, non-intrusive help via messenger-based channels at key moments. This approach creates a better customer experience while optimizing support team resources, making it crucial for a future-ready support strategy.