Updated : Apr 8, 2024
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What Is Proactive Customer Service? [Importance in 2024]

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Drashti bhadesiya
What is Proactive Customer Service?

What Is Proactive Customer Service? [Importance in 2024]

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You know what they say, right? ‘Preventing a problem is much easier than fixing it.’ This rings so true in our current business environment where top-tier customer service is a non-negotiable.

So, how can you step up your game and be different from the rest? I introduce to you proactive customer service. This is all about staying ahead, predicting potential customer issues, and sorting them out before they even crop up. It’s like giving your customers a VIP treatment that is tailored just for them. This approach makes them want to stick around for more.

Now, you may be wondering, what exactly proactive customer service means and why should you care about it for your business growth in 2024. So, shall we dive in and crack this together? This blog will give you answer about “What is Proactive Customer Service?”

Key Takeaways

  1. Prevention Over Cure: Emphasize the importance of preventing issues rather than just fixing them.
  2. Proactive Customer Service: Stay ahead by anticipating and addressing potential customer issues before they occur.
  3. VIP Experience: Offer personalized attention to customers, making them feel valued and appreciated.
  4. Enhanced Loyalty: Proactive service fosters loyalty as customers appreciate the care and attention given to them.
  5. Stand Out: Setting your business apart by providing exceptional proactive service.
  6. Business Growth: Proactive customer service is crucial for business growth in 2024, where customer expectations are higher than ever.

What is Proactive Customer Service: Definition, Benefits & Best Practices

Definition of Proactive Customer Service

Proactive customer service is when companies help customers before they ask for it. This means giving help and resources like FAQs, chatting live to answer questions before buying and offering tips or discounts to make shopping easier. It’s about making the first move to help customers have a great experience without them needing to reach out first.

What are the Benefits of Proactive Customer Service?

  • Boost Sales: Helps turn browsers into buyers by offering help or discounts at the right time.
  • Less Work for Support Teams: Solves common questions with FAQs or chatbots, so fewer people need to ask for help.
  • Happier Customers: Shows customers you care about their experience, making them more likely to stick around and buy again.

Read More 👇

What are the best practices of Customer Services?

  • Chat First: Reach out to customers with live chat when they’re looking at popular items to reduce cart abandonment.
  • Welcome New Followers: Send a friendly message to new social media followers with helpful info or a discount.
  • Celebrate Special Moments: Recognize and celebrate important moments for customers, like birthdays or anniversaries, with special offers or messages.
  • Ask for Feedback: Regularly ask customers what they think and what you can do better to improve their experience.
  • Provide Self-Help Options: Make sure customers can find answers to their questions easily on their own with FAQs and knowledge bases.

Check out,Top 7 Customer Service Software Solutions for Enhanced Support in 2024

8-Step Guide to Implementing Proactive Customer Service

Let’s chat about putting in place a proactive approach to customer service. Why not start with something simple like sending out surveys? This way, you can hear directly from your customers about what they think.

Create an area on your website filled with helpful articles and tutorials. This will give your customers the chance to answer their own questions, saving them time and boosting their confidence in your service.

You might also consider adding a ‘You could also like…’ feature, so you can suggest other items they might find interesting.

Another good idea is to introduce an email newsletter. This can keep your customers in the loop about any new products, and let them know about any special deals you’ve got going on.

Last but not least, if a customer isn’t happy and they let you know via a survey, get back to them as soon as possible. This will show them that you value their opinion and are keen to make things right.

1. Send Out Surveys

So, you’re thinking about becoming more proactive with your customer service strategies? Well, one useful method to consider is pushing out surveys to your customers. Surveys are a fantastic way to get your hands on some precious feedback from the folks who matter most – your customers.

Imagine this. By understanding their experiences, likes, dislikes, and areas they think you could do better, you can tweak your services and products to better meet their needs. It’s almost like having a crystal ball, right? You can predict what they’re going to want before they even ask for it.

But it’s not just about anticipating their needs – it’s also about showing them that you care. You’re not just a faceless corporation; you’re a business that values their opinions and wants to make their experience with you the best it can be.

2. Create a Knowledge Base

Creating a knowledge base is like building a one-stop shop for your customers. It’s where they can go to find answers all on their own. Think of it like a library filled with articles, tutorials, and self-help options. It’s a game-changer for businesses!

You can reduce the number of customer complaints by a whopping 80%. Plus, it’s been shown that 91% of customers prefer to sort out their issues themselves. You’re also likely to see a 12% boost in resolving issues at the first point of contact.

This approach does more than just make your customers happy – it saves you time, increases your efficiency, and makes the overall customer experience so much better. And here’s the best part: it can help your business grow, too! So, why not take this step and make your business even better?

3. Introduce a “Products You May Like” feature

Hey there, have you heard about our new feature, ‘Products You May Like’? It’s a wonderful addition to your shopping experience. Think of it like a friendly shopping assistant, suggesting items that you might be interested in, based on what you’ve looked at before. It’s like walking into your favorite store and the shopkeeper knows exactly what you might like.

We think you’re going to love it. It’s a great way to discover new products and it could even help you find that perfect item you didn’t even know you were looking for. This feature is all about making your shopping experience easier and more enjoyable. It’s a bit like having a personal shopper but without the extra cost.

We’ve found that customers appreciate these personalized suggestions. It makes shopping more enjoyable and less time-consuming. Plus, it’s a fantastic way for us to get to know you better and make sure we’re stocking the products you love.

4. Start an email newsletter

Why not give our email newsletter a go? It’s a fantastic way to keep in touch and get the latest scoop on all things happening with us. Sending out a regular email newsletter is like having a friendly chat with your customers, keeping them in the loop about new products, sales, and what’s trending in the industry.

Plus, when we craft our newsletters, we make sure to pack them with content that’s not only interesting but also relevant to your needs. Did you know that personalized emails can boost transaction rates by six times? That’s a big win.

And here’s the cherry on top – sending out email newsletters is a real budget-friendly option. In fact, for every dollar you invest, you can expect an average return of $42. Now, that’s what we call getting your money’s worth!

Keeping a regular schedule with our newsletters is an excellent way to strengthen our relationship with you, our dear customer. It shows you that we’re reliable and committed to keeping you updated. Plus, we can also include handy links that’ll direct you to our website for more info.

5. Follow Up Low Customer Satisfaction Survey Scores Immediately

Let’s get right down to it, we need to jump into action when we see low customer satisfaction scores. Why is this so important, you might ask?

Well, think about it this way – when customers give us lower scores, it’s like they’re waving a red flag, saying, ‘Hey, something’s not quite right here.’ And we, as a business, need to pay attention to that. It’s about showing our customers that we respect their opinions and are invested in making their experience better.

Plus, let’s not forget – a customer who’s unhappy today could be singing our praises tomorrow if we take their feedback on board and make things right. It’s a chance to turn those frowns upside down and build a strong, loyal customer base.

And the icing on the cake? When customers see that we’re listening and acting on their feedback, they’re more likely to stick around. So we’re not just improving their experience, we’re also boosting our retention rates!

6. Pin Point Key Moments in the Customer Journey

Let’s chat about implementing proactive customer service, shall we? One of the main things we need to do is find those pivotal moments in the customer journey. That’s when we can step in with some support, even before the customer knows they need it. It’s a bit like reading their minds, isn’t it? When we can anticipate and meet their needs, it makes them happier with us and our brand.

So, how do we do this? Well, we watch and learn. We look at how customers behave and keep an eye on their interactions from start to finish. This way, we can anticipate what they might need and offer tailor-made solutions. It’s a bit like giving them VIP treatment, which they’ll love, right?

Let’s think about when they might need us the most. It could be when they’re starting with us (onboarding), when they’re getting to grips with a product, when they’re renewing or, heaven forbid when they’re a tad frustrated with us. If we can be there for them in these moments, they’re more likely to stick around.

7. Be Honest and Transparent

Let’s chat about something really important in customer service – being honest and transparent. It’s not just a nice-to-have, it’s a must-have. Here’s why:

First off, trust. You see when you’re open and clear in your communication, your customers feel appreciated and respected. They get to understand your products, services, and policies better, and that creates a sense of authenticity. It’s like they can count on you. The result? They stick around longer and may even recommend you to others.

Next up, is customer empowerment. When you share all the facts and figures, good or bad, customers feel informed. They can make decisions based on what’s best for them, not just what you say is best. The outcome? They’re happier, and there’s less chance of any misunderstandings or let-downs.

Lastly, relationship building. Honesty and transparency aren’t just nice words – they’re foundations for proactive customer service. When you’re upfront about any problems or hurdles, you show that you’re committed to sorting them out and keeping your customers in the loop. This kind of communication strengthens the customer bond and encourages loyalty.

8. Build Customer Service Into Company Culture

Hey there! Let’s chat about the magic that happens when you weave customer service right into the very fabric of your company culture. It’s not just about putting out fires and handling complaints – it’s about going the extra mile before the problem even occurs. By doing this, you’re not only nurturing your customer relationships but also fueling the growth of your business.

Just to give you an idea, companies that make proactive customer service a part of their DNA witness an uptick in customer retention rates by 10-15%. That’s huge! Imagine having customers who are so comfortable with your brand that they stick around for the long haul.

But the benefits don’t stop at retention. We’re talking about happier customers which means a 20-25% boost in customer satisfaction rates. Plus, who can forget the cherry on top – higher order values from your loyal customers?

Here’s the kicker – companies with a customer service culture that’s as strong as Hercules are 3.5 times more likely to leave their competitors in the dust. Now, that’s something to think about, right?

Now you must be wondering, ‘What about the cost of training employees on proactive customer service?’ Well, you’re in for a treat! You can lower your customer service costs by 15-20%.

9. Provide Self-Service Opportunities

In the realm of proactive customer service, a practical move is to offer avenues for self-service issue resolution. This means you’re giving your customers the power to sort out their problems independently, which can greatly improve their interaction with your business.

Let’s take a look at three reasons why self-service options are vital for proactive customer service:

  1. Better Customer Experience: With self-service, customers can swiftly and effortlessly get the information they desire, saving them time and reducing potential frustration. The result? A more gratifying customer experience that boosts their contentment with your brand.
  2. Efficiency and Scalability: Self-service pathways make your customer support more adaptable and streamlined. They lessen the burden on your support team, freeing them to deal with more intricate issues. This uplifts their productivity and quality of assistance to customers.
  3. Empowering Customers: Offering self-service options sends a message that you trust and appreciate your customers. It allows them to solve their problems, empowering them, and fostering their faith in your brand.

Read More:9 Best Customer Service Techniques To Enhance Satisfaction In 2024

Benefits of Proactive Customer Service

Taking customer service to the next level by addressing issues before they even arise is a game-changer. It’s about extending a helping hand preemptively, ensuring clients don’t face problems or waste time contacting support. This proactive approach not only keeps customers satisfied but also fosters loyalty, leading to a lower volume of support inquiries. This allows us to focus on further improving our services. Additionally, the feedback obtained from customers in this process is invaluable, guiding us to make informed decisions that enhance their satisfaction even more. It’s a strategy that benefits everyone involved, making it an essential practice for any customer-focused business.

1. Avoid Turning Problems Into Painful Pain Points

Let’s talk about the magic of proactive customer service and why it’s so important for your business. Here’s what you need to know:

  1. Keeping Your Customers: Have you ever heard the saying ‘Prevention is better than cure’? It applies here too! By sorting out small issues before they become big problems, proactive customer service can help keep your customers around. It can decrease customer churn by up to 15%. It’s all about making sure your customers feel listened to and their concerns are taken care of quickly, keeping them happy and loyal to your business.
  2. Happy Customers: Who doesn’t want happy customers, right? When you’re proactive with your customer service, you’ll see a big boost in customer satisfaction rates – we’re talking up to a 20% increase. This happens because you’re meeting and exceeding customer needs before they even have to ask, which makes for a more personal and efficient service.
  3. Quick and Easy Problem-Solving: Proactive customer service doesn’t just make your customers happy, it makes your life easier too! You can cut down on your support costs by up to 30% just by solving issues efficiently. By spotting and sorting out problems before they turn into big headaches, you’ll save both time and resources. This means your support team can focus on dealing with trickier issues.

2. Save Customers a Huge Amount of Time

Think about how much time you could be saving your customers with a more proactive approach to customer service. You know those little issues that pop up? Imagine if you could tackle them before your customers even noticed. We’re talking about potentially saving them a whopping 2.5 hours every week! That’s time they could be spending on other things, rather than fussing with your brand.

And you know what? This approach gets noticed. It’s been shown that going the extra mile like this can boost customer satisfaction by 10-15%. That means more customers sticking around and staying loyal to your brand. Even better, you stand to slash customer churn rates by a quarter, which means more repeat business and long-lasting relationships.

But this doesn’t just benefit your customers. It’s a win for you too. By reducing those fire-fighting customer service interactions, you stand to cut operational costs by up to 30%. So, investing in proactive customer service is a smart move. It’s like a two-for-one deal, benefiting your customers and your business’s growth in one fell swoop.

3. Build Customer Loyalty (and Retain Loyal Customers)

Building customer loyalty and keeping those loyal customers is key, right? Well, one of the best ways to do that is through proactive customer service. Let’s chat about why this is so important.

See, proactive customer service is all about showing your customers that they matter. You’re not just waiting for them to have a problem – you’re staying one step ahead to make sure they don’t have any issues in the first place. This kind of commitment doesn’t go unnoticed. Customers will value your dedication to their happiness, and in return, they’ll keep coming back to your business and even tell their friends about their great experiences. That’s a win-win!

But it doesn’t stop at customer loyalty. Proactive customer service also helps keep your customers around for the long haul. If you’re always anticipating potential issues and solving them before they become a problem, your customers will feel taken care of. They’re more likely to stick around and keep doing business with you.

And let’s not forget about the growth of your business. Happy, loyal customers aren’t just good for the soul; they’re good for your bottom line too. Customers who love your business and your service will tell others about it. This kind of natural, word-of-mouth promotion can bring in new customers and help your business grow. Plus, the more a customer buys from you, the more valuable they’re in the long run.

4. Get Valuable Customer Feedback and Make Better Decisions

In the business world, it’s incredibly important to listen to what your customers have to say. Why? Well, their feedback is like gold dust – it can help you make informed decisions and bring about positive change to your business. Imagine you’re having a heart-to-heart conversation with your customers. They’re sharing their likes, dislikes, and where they think you could do better. All this information is invaluable for understanding what they need and how you can meet those needs.

Let’s say you’ve used this feedback to tweak your products or services. You’ve made them more in line with what your customers want. Now, doesn’t that sound like a win-win situation? Your customers are happier and your services are better. And guess what? Happy customers stick around! You can boost customer loyalty by up to 20% just by being proactive and addressing their issues before they become a problem.

So, instead of waiting for customers to reach out to you with their problems, why not catch these issues early? It’s like catching a small leak before it turns into a flood. Not only will this save you and your customers time, but it also means fewer support calls and happier customers.

5. Lower the Need for Support Calls

Reducing the frequency of support calls is a real boon from adopting proactive customer service strategies. This approach is all about getting ahead of customer issues to stop them from becoming bigger problems. It’s a fantastic way to cut down on the number of support calls, which benefits the customer experience. So, why is it so important to keep those support calls to a minimum? Let’s explore that a bit:

  1. Saving money and boosting performance: When you can sort out customer problems before they become big issues, you’re going to see a drop in support calls. That’s good news for the bottom line and for your team’s productivity. It means your support staff can concentrate on more serious problems and give customers the best help they can.
  2. Happier customers: Just think about it – if you can predict what your customers need and sort it out before it becomes a problem, you’re going to keep them happy. No more support calls mean less frustration for them! Plus, it gives them a smooth, trouble-free experience, which is bound to make them feel good about your business.
  3. Building solid relationships with customers: Being proactive in your customer service doesn’t just cut down on support calls – it also helps you build stronger bonds with your customers. If you can offer them tailored advice and sort out their needs before they even know they’ve them, they’re going to trust you. And that trust can turn into loyalty, leading to a long-lasting relationship.

6. Get Ahead of Customer Conversations

Let’s look at this a bit differently. When we talk about customer service, being proactive is a real game-changer. It’s about taking the initiative and being one step ahead, figuring out what your customers might need before they even realize it themselves. This type of approach can make a difference in how your customers perceive your business. It’s a great way to keep them happy and coming back for more.

But there’s more to it. Building strong relationships with your customers and gaining their loyalty is also a part of proactive customer service. So, how can we provide this personalized care? By understanding your customers’ likes and dislikes, you can offer custom solutions tailored to their needs. This shows them that you’re genuinely interested in their success.

Now, let’s not forget about the benefits for your business. Happy customers often equate to a more profitable business. By staying on top of customer conversations and being ready to meet their needs, you’re setting your business on a path to success.

In short, a proactive customer service strategy puts your business in a unique position, setting you apart from your competitors. It’s not just about addressing customer needs – it’s about anticipating them. And that’s a powerful tool in any business.

Proactive Customer Service Examples

Let’s talk about some real-life instances of companies going above and beyond with their customer service. For example, Timberland has put together virtual dressing rooms so their customers can get a feel for their products. And you know IKEA? They’ve put together an augmented reality app for a new kind of furniture shopping experience.

Then there’s Anglian Water, which constantly provides updates on any service interruptions and has a variety of self-service options. LG is investing in clever tech to make their customer support even better. Look at Maxwell Health, they managed to decrease more than 25,000 support tickets through some clever proactive strategies.

All these cases illustrate how important it is to think ahead and meet customer needs before they even know they’ve them. It’s all about making the customer experience better, don’t you think?

1. Timberland

A website that illustrates proactive customer service using a picture of a man and a woman.
Timberland

Timberland is one company that knows how to treat its customers right. They’ve got this knack for making customers feel special and valued, and that’s a big part of why they’re so successful.

Here’s what I mean:

First off, they send you these nice follow-up emails after you buy something. It’s not just a standard ‘thanks for your purchase’ message. No, they take the time to make it personal, to let you know they appreciate your business. It’s a small thing, but it makes a big difference.

Then there’s the product care advice they give. After you buy a pair of boots or a jacket, they don’t just leave you to figure it out on your own. They give you tips on how to look after your purchase, so it lasts longer and you get more value for your money. It’s like they’re saying, ‘We care about you, and we want you to enjoy our products as much as possible.’

And the way they handle sales promotions – it’s really smart. They don’t just blast everyone with the same generic offers. They take the time to figure out what you might be interested in, and they tailor their promotions accordingly. It’s a win-win – customers get deals on stuff they want, and Timberland gets to sell more products.

2. IKEA

Explore the exciting offerings at the ikea storage festival, featuring innovative solutions for all your organizational needs. From stylish shelving units to space-saving containers, find everything you need to declutter and
Ikea

You know, IKEA knows what they’re doing when it comes to looking after their customers. They’ve got all these smart ways to make your shopping trip better. For example, they give you instructions with pictures for putting your furniture together. Pretty handy, right? Plus, they’re always on the ball about letting you know if there’s been a problem with a product. It’s like they’re always looking out for your safety, and that’s comforting.

You know what else is cool? They recommend products based on what you’ve bought or looked at before. It’s like they get to know what you like. And if you’ve ever had an issue with delivery or setting something up, IKEA’s customer service doesn’t just sit around waiting for you to complain. They reach out to fix it before you even have to worry about it. It’s this kind of attention to customers that keeps people coming back to IKEA and talking them up to their friends. It’s clear they’re not just about selling furniture, they want their customers to be happy.

3. Anglian Water

A website page showcasing a person donning stylish boots.
Anglian water

Anglian Water knows how to keep things smooth for their customers. They’re always one step ahead, spotting issues before they become problems. Here’s how they do it:

  1. They’re like fortune tellers but for water: They use some pretty cool analytics to figure out if there might be an issue down the line. This means they can fix things before they become a problem, keeping everything running smoothly for their customers.
  2. They know what you need before you do: They look at customer data and use it to give advice that’s just for you. Whether it’s ways to save water or info on upgrades to their service, they make sure you have all the facts to make the best decision.
  3. They’re always there, whenever and wherever you need them: They use smart tech to provide support through all kinds of channels. They’ve got automated alerts, self-service options, and even virtual assistants ready to answer your questions in real-time.

4. LG invests in AI-powered customer support

Lg's website showcasing proactive customer service with a heart in the middle of the screen.
Lg

You know what’s cool? LG is taking a big step in the customer service game. They’re putting money into some really smart tech to help serve you better. Imagine a customer service that already knows what you need before you even ask for it. Sounds awesome, right? That’s exactly what LG is aiming for.

This approach from LG means they’re putting their customers first. They’re all about making sure you’re happy with their service. And with this new tech, they’re able to give you answers faster and more efficiently. So, you won’t need to spend ages on hold waiting for someone to help you out.

But it’s not just about speed. It’s about making sure you’re getting the right answers and solutions. LG believes in making their customer service personal and tailored to your needs. And this new investment shows they’re serious about giving you top-tier service.

With this move, LG is keeping up with the times and making sure they’re giving you the help you need when you need it. It’s a big thumbs up to LG for caring about their customers and always looking for ways to serve you better.

5. Maxwell Health

An image of a woman with glasses on her face, representing proactive customer service.
Maxwell

Maxwell Health is setting the bar high when it comes to looking after its customers. They’ve got a knack for knowing what their customers need before they even ask for it. It’s all about making sure their customers succeed, which in turn helps their business flourish.

Let’s take a closer look at how they do it:

  1. Custom-Made Suggestions: Maxwell Health doesn’t just throw out random advice. They get to know their customers – their likes, dislikes, goals, everything. With all this information, they can give advice and solutions that are a perfect fit for each customer’s unique needs.
  2. Before-The-Need Support: One of their best qualities is that they don’t wait for customers to come to them. They reach out first, checking in to see if everything’s okay and if there’s anything they can help with. This kind of care and attention makes customers feel valued.
  3. Bespoke Solutions: Maxwell Health isn’t about one-size-fits-all. They know that every customer is different, so they make sure to offer solutions that are specifically designed to meet each customer’s needs. This approach builds trust and loyalty, making customers stick around for the long haul.

6. Debenhams

A website design for a women's clothing store showcasing proactive customer service.
6. Debenhams

Debenhams knows how to look after their customers. They don’t just wait for you to have a problem, they’re on it before you even know there’s an issue. That’s what I call proactive customer service. They’re all about giving you a personalized experience, suggesting products they think you might like based on what they know about your preferences.

They don’t just leave it there though. After you’ve made a purchase, they check-in. Not in an annoying, nagging way, but in a ‘we genuinely care about your experience’ kind of way.

They take the time to understand us, the customers. They’re always looking at data and using it to predict what we might need or want. Not in a creepy, Big Brother way, but in a way that shows they’re committed to making our shopping experience as smooth as possible.

And guess what? That approach is working. Customers are sticking around, and not just because of the great products. They’re sticking around because Debenhams makes them feel valued and understood.

As a result, they’re making more money, but it’s not just about that. It’s about the relationships they’re building with their customers. And I think that’s pretty cool. This kind of customer-focused approach is what every business should strive for.

7. Copa Airlines

Copa Airlines knows their stuff when it comes to looking after their customers. Ever been on a flight and found out too late about a delay or cancellation? Not with Copa Airlines. They’ve got a great system in place where they keep you updated with personalized flight info. So, if there’s a delay or cancellation, you’ll know as soon as they do.

What’s more, if there’s a delay, they don’t just leave you hanging. They give you the heads up so you can make other plans if you need to. It’s all about making things as easy as possible for the passenger, and they do a great job of it.

But the cherry on top has to be their rebooking service. Flight disruptions can be a real pain, but Copa Airlines tries to take the sting out of it by helping you find an alternative flight. It’s a real time-saver and stress-reducer.

All in all, Copa Airlines goes above and beyond when it comes to taking care of its passengers. No wonder they’re considered one of the best in the business.

Get Proactive Customer Service with Desku

Desku can significantly enhance customer service by providing proactive answers to customers, ensuring their inquiries and concerns are addressed promptly and effectively. By leveraging advanced AI and machine learning technologies, Desku analyzes customer interactions and behaviour patterns to predict potential questions or issues they might have.

This enables support teams to offer solutions before the customer even realizes they need help, improving customer satisfaction and loyalty. Additionally, Desku’s intelligent automation features streamline the resolution process, reducing response times and freeing up agents to focus on more complex queries. With Desku, businesses can deliver a more personalized and efficient customer service experience, fostering a proactive rather than reactive support environment.

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It’s a fact! Desku is way ahead in terms of offerings and value.

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