With the increasingly digital market and fewer interactions between businesses and customers, it is more important than ever to give your business a personal touch that customers will remember. Lots of transactions are online and sometimes it can be difficult to even reach someone at a business, which leaves a lasting negative impression on customers. In today’s world, strong customer service can affect the public’s view of a company and can even increase sales — companies that make customer service a priority generate about 60% more profit than competitors. One of the fastest, easiest, and most effective ways to improve a company’s customer service is by investing in a quality answering service. If you’re interested and want to know more, keep reading to learn about some benefits of call handling services.
1. An automated answering service deals with customers
An answering service handles customer complaints, questions, and concerns. This is helpful because the typical business only hears from 4% of dissatisfied customers. Why? Lots of companies don’t have an effective way for customers to report complaints. This means the business will never hear about what it did wrong and they can’t correct it, and it also means an unhappy customer will spread the word about poor service. An automated answering service is able to facilitate communication between the customer and the company, and they can work together to find a solution that works for everyone.
2. Address concerns quickly
With so many business transactions happening in an online interface, there is limited interaction with customers. If there’s an unhappy customer who has a concern or issue with an order, a live telephone answering service can help because they are available to immediately resolve the problem. Almost half of U.S. consumers will abandon a purchase if their concerns are not quickly addressed. Sometimes it’s too much work for managers to be available all the time, so an automated answering service can take on this role instead of company management.
3. Prioritize customer complaints
Some complaints can be quickly and easily resolved with little effort, and an answering service can deal with these complaints directly so managers don’t have to get involved. Other issues require special attention from someone at the company. Receptionists can forward the most important issues to the relevant departments while dealing with trivial problems before they get to the company. This saves time, money and resources.
4. Availability after business hours
A 24 hour answering service is available to customers all the time, even outside of business hours. If someone is trying to place an order in the late evening or early hours of the morning, they usually would have to wait until morning to deal with any problems that arise with their order. A full time answering service makes sure than no matter what time of day it is, someone is always just a phone call away. This is a great way to increase interaction with customers and personalize their buying experience.
5. Never miss a business opportunity
When customers call and they are redirected to voicemail or no one is there to speak with them, they are much less likely to follow up with their question. An answering service ensures that no call is ever sent to voicemail and no opportunity is missed. Even if the right person isn’t available immediately, when customers initially speak with another person they are happier with the service. Research more like this.