Not that long ago, internet shopping and social media marketing didn’t exist. If a customer thought of something to purchase late at night, they had to wait until the next business day to be able to get it. And people certainly didn’t expect businesses to pick up the phone during the holidays or after their office hours were over.
However, modern technologies have had a profound effect on the way we do business. The internet has changed the way every industry works; information is far more accessible, different options abound, and potential customers know exactly what they want, and they expect your business to be able to provide just that. If there’s no instant gratifications, they can simply move on to the next best option.
Time moves fast: nowadays, members of generation Z — people born between the mid-1990s and mid 2010s — are beginning to reach adulthood and becoming consumers on their own. Gen Z, as it is also called, is the first generation to fully grow up using the internet and social media. Undoubtedly, these technologies have greatly affected the way customers rate services and what they expect from a business.
A younger customer base means that your clients will expect your business to provide around-the-clock customer service. They may be interested in the products or service that you offer; but if they can’t get in touch with you as quickly as they would like, they will probably be able to find an alternative provider with just a quick click on a search engine.
In order to stay up-to-date and satisfy your customers’ expectations, you must be able to provide 24/7 customer service. But doing so can turn into a hugely expensive enterprise; to create an on-site call center or customer service department that operates 24/7, you’d probably need to spend a significant amount of your revenues to hire, train, and pay for new employees.
Not to mention the fact that establishing a customer service team that is able to operate efficiently can take time, effort, and lots of training. When you’re running a small business, achieving the kind of customer service that your clients expect can seem downright impossible.
But that’s where virtual answering services can come in. Without breaking your budget, you will be able to hire professional, thoroughly trained operators who will work tirelessly to create a positive customer service experience for anyone who calls your business.
Modern customers expect 24/7 customer service live chats
Modern customers don’t just expect you to pick up the phone: they are used to more convenient and less invasive forms of communication. For many people, that means being able to reach your business through a live chat.
Customer service live chats allow clients to communicate with your business instantly through your business’ website or mobile app. Customers may need to get more information about a product, inquire about future availability, schedule an appointment, or even check on a delivery or refund. Regardless of the inquiry at hand, a live chat provides a simple and efficient way to communicate with your customers 24/7.
Your business will never miss a phone call or voicemail message again
Despite the growing popularity of live chats for all kinds of businesses, many customers still prefer to pick up the phone and speak directly to another human being. But if your business is overrun with work and other customers, phone calls may not be answered on time. It can be difficult for members of your staff to dedicate time to other responsibilities and still handle your phones effectively.
But a virtual answering service will ensure that your telephone lines are handled quickly and professionally all day, every day. Operators will also be able to connect callers to a member of your staff when needed, or take messages and deliver them to ensure that your operations run smoothly. No customer inquiry will get lost again, ensuring that you will get to have an open line of communication with your customers.
Virtual answering services can be customized to fit your needs
Your buniness’ customer service requirements will vary depending on the industry that you work in. Some businesses may need help handling phone calls during a specific season or time of the day, whereas others could benefit from sending out automated reminders before each customer’s scheduled appointment.
An efficient virtual answering service will be prepared to offer exactly what your business needs. These services represent a cost-effective, professional solution to the problem of providing top-notch customer service at an accessible price point. You will only have to pay for the services that you hire, during the schedule that you’ve hired them.
Over time, these services will help you improve your business’ reputation, increase customer satisfaction and loyalty, get better revenues, and differentiate yourself from your competitors.