If you run a successful business, chances are that you already know the importance of phone interactions. Customers love speaking to a live person, they appreciate when their call is answered promptly and they like when they can provide a detailed message – are you able to provide this level of service at all times of the day? From focusing on your current customers to needing time at home after a long day, there are many reasons why you and your staff might miss phone calls from current or potential customers, but a live answering service can be a great way to provide the right level of service to your customers, and the right time.
The Importance of a “Live” Voice
When a current or potential customer calls your business and gets a recorded answering machine, it can be a bit of a turnoff. They may hang up the phone with plans to call back the next day, but end up calling one of your competitors instead! When you use an answering service for after hours or busy times, you’ll ensure that your customers get a real, “live” person every time. It’s far more satisfying to have a human interaction as opposed to simply leaving a message after the beep, and you may find that your customer satisfaction goes up from simply adding an answering service.
Prompt Responses Matter
An answering service also makes a difference because customers want their issues and questions resolved now, not later. A trained, professional answering service should be able to work with your business to provide accurate information at the time of the call. Customers will hang up with the information they need to make their purchase, book that appointment, or reserve that room. Armed with what they need to know, they’ll be in a purchasing mindset as opposed to feeling frustrated and unsatisfied. And, even if customers don’t make that purchase right away, they’ve nonetheless had a positive experience with a prompt customer service response, which will boost your reputation, and potentially lead to more business down the road.
Finally, customers want to feel that they can reach out and be heard. Leaving a message on a machine can feel like sending your question into the void, but an answering service will allow customers to leave clear, detailed messages that will get right to you and your team. This is a great way to make sure that you and your customers have clear, consistent communication. This can be especially critical at healthcare centers when patients need to call and provide relevant information about their condition, but it can also be a huge help for retail businesses where customers need to change or add to their orders.
An answering service offers major benefits to your customers, and your bottom line. For more information on how your business can start using an answering service, please contact MAP Communications. We’re a flexible, customer focused call center, and we’d love to find a call center solution that works for you! Contact us today to get your free 7-day trial.