3 Ways A Live Answering Service Can Improve Customer Satisfaction
If you want your business to succeed, your customers need to come away from every interaction with your company feeling satisfied and knowing that their needs have been met or their concerns have been hard. This can be hard to accomplish with phone-based interactions. A live answering service can definitely help increase the feeling of satisfaction that your customers have after calling your company. Take a look at a few ways a live answering service can help.
A Live Answer Is Instant Gratification
Nobody likes to wait. Technology is often the answer to resolving long waits. However, when it comes to answering services, voicemail and automated voice prompt systems tend to prolong the customer's wait, not shorten it.
When customers call a company, it's typically because they want to speak to a live person. If they don't need to speak to a live person, they're more likely to contact the company online than by phone. Being forced to navigate a voice menu or leave a message can be frustrating when what they really want is to talk to a person. Using a live answering service gives the customer that immediate connection to a live person that they're seeking.
Messages Will Be More Complete
When a customer is forced to leave a voice message, they may leave out important information that you need in order to address the content of their message. For example, your customer may forget to mention their account number or the best time of the day to reach them. The could even fail to leave a contact number.
This leads to frustration when the customer doesn't hear from you (because you called back at the wrong time or didn't have callback information) or when the customer does hear from you, but they have to explain their concern from the beginning because you don't have all of the information. When you use a live answering service, the person answering the phone can make sure to ask the customer pertinent questions so that you get a complete message and can have a productive conversation with the customer when you call back.
Customers Will Feel More Valued
Even when you have a lot of customers, each individual customer wants to feel like you value them personally. Calling and ending up in an automated voicemail system can make a customer feel as if they're little more than just another number to your company.
Calling and reaching a live person who can give personalized assistance helps your customers feel that they're important to you and that their concerns will be taken seriously.
These are just some of the reasons to consider a live answering service for your business. Do some research into answering services that serve companies like yours to find one that's right for you.