Are you considering using an answering service for your business? Answering services are being recognized more and more as a valuable service addition. Answering services ensure that there is always someone available to your customers, even when you are unable. In addition to 24 hour availability, a business answering service provides the following advantages.
Immediate solution to customers concerns
Customer satisfaction is a priority in business success. A positive customer service experience increases chances that the customer will return, recommend the business, and spend more. In fact, two thirds of consumers would be willing to spend more with a particular company, 13% more on average, following an excellent customer service experience. When you use a 24 hour answering service, you are taking care of customer concerns immediately, thus improving their customer service experience.
Customer retention following technical problems
The internet has made many business practices easier than ever. However, it is still important to remember that the internet cannot fully replace the assistance of an actual person. About 79% of consumers prefer to interact with companies by phone compared to other options. If a customer is having a technical problem, they are not likely to spend too much time attempting to correct it. They will quickly move onto another business that is similar. This could lose you a customer permanently. Using a 24 hour live answering service ensures that your customers have the ability to talk to a live person any time of the day or night.
Increased personal interactions with customers
Customers are also more likely to hang up if they do not reach a live person. About 80% of people will hang up on a business if they hear a voicemail. There are many reasons for this including lack of time, lack of interest, and the frustration that comes with dealing with an automated system. Either way, if a customer hangs up, you have likely lost their business. There are many reasons they could be calling and your response team does not even necessarily need to know all of the answers, as it simply helps to have a live person on the phone. People want to talk to a person and they want someone that is empathetic and understanding of their needs.
The ability to handle emergencies
Sometimes, customers will call after business hours with an emergency. If this is a medical office, the emergency could be the matter of life. Even if the business is not a medical office, the customer wants emergency help such as a last minute order or the status of a needed product. Using live answering services makes it so your business is available for any emergency. Dealing with an emergency is a great way to solve a customer?s problem and to create customer loyalty. In some cases, it could save a customer?s life, simply by referring them to the nearest emergency care center.
Increase sales for non internet users
Although it seems like everyone is currently on the internet, this is not the case. There is an entire generation of consumers that do not feel comfortable placing an order over the internet. If you do not offer around the clock answering services, you could be losing out on this entire group of customers. Using a 24 hour live answering service ensures that you are meeting this unique customer need, and you are likely to see your sales increase.
In a world of technology and internet, consumers expect a lot. They expect that they can shop, communicate, and solve problems, regardless of the time of day or night. If you are a business in today?s times, it is crucial that you are available to your consumers in this same method. Small to medium sized business may not be able to offer this same level of availability, but live answering services can solve this problem.