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Websites Are Not Substitutes for Live Customer Service
The proliferation of business-oriented websites has caused a fundamental shift in the way that consumers interact with companies. Instead of calling with questions about hours, location, services, and/or products, the majority of today’s web-savvy consumers are willing and able to go to a company’s website and find out basic information on their own.
While the availability of this information is surely a benefit to businesses of all types and sizes, many have become complacent with their websites, viewing them as substitutes for live customer service. This is a mistake, for many reasons. Although most consumers can navigate their way around a website with ease, older consumers may still have difficulty locating some information or utilizing the information to answer their questions if the site has a poorly designed layout. Other consumers might experience technical problems with the website, or the website may become unavailable in times of a server error. In these instances, there is simply no real substitute for having someone available to field calls and answer questions.
However, it’s not always easy, particularly for smaller businesses, to answer questions all day and after hours. Thus, we have also seen the rise of virtual receptionist services to assist with overflow and late-night calls. A highly trained telephone answering service can also assist customers with website usage and/or take orders when the website is down. Although a website is a business necessity into today’s global market, when it comes to real customer service, a human interaction can’t be beat.