Customers want to feel like they are valued. They work hard for their money, and want companies to earn their business. As a business owner, it is important to think of ways to make your customers feel valued. However, the most business savvy individuals will find a way to do this while improving their company’s bottom line at the same time.
One way to accomplish both of those goals is to utilize a live answering service. Unlike an automated messaging system or a simple voicemail inbox, a live answering service gives customers the opportunity to resolve their issue, feel valued, and (believe it or not) contribute to the bottom line.
Here are just a few of the reasons your company needs to be using a live answering service.
Automated responses aren’t reliable
Automated systems are notorious for frustrating customers. Even the most clear-spoken individuals are sometimes misheard by the automated system, and for those with accents or difficulties with speech this problem is only magnified further. Additionally, automated answering systems are limited to the pre-selected options that are given. This sometimes proves tricky for customers to find their exact problem, and it also makes it difficult to create a dynamic answering system. For example, say you add a new product or feature — how long until you address all of the potential questions or issues within the automated system?
On the other hand, a live answering service ensures that each customer can be as precise as possible with the customer service representative they are speaking to. They can also handle new questions and issues as they arise alongside new products and services.
Ensure calls are directed to the right place
A live answering service can do more than just handle customer service. They ensure that calls are sent to the right department or individual. There are few things more frustrating for a customer than to be redirected from one department to another, so getting them to the right one first makes them happy and ensures that your team is working efficiently.
Customers feel like they are valued
Automated systems are impersonal and leave customers feeling like they are “just another number” to your company. This is even more the case if they had an interaction with a live person when they were initially sold the product. In either case, a live answering service lets the customer know that they can still have a human connection within your company, and that makes them feel valued and important.
A Live answering service can be cost-effective if implemented correctly
The reason often given in opposition to a live answering service is the cost. After all, paying people to answer the phone requires payroll (or payments to a third-party), while voicemail and automated systems have fixed and (typically) one-time costs. However, it’s important to consider the increase in customer loyalty you’ll earn, as well as the valuable insights that come from speaking directly with customers when they call. If you’re still not convinced, consider the fact that most of those calls will require time and effort regardless of which answering system you use — but a live answering service will ensure that the calls are routed and handed as efficiently as possible.
Contact MAP Communications today to learn more about a free 7-day trial!