Consider this: A customer for an internet service provider is facing an error connecting to the internet and has an important project to complete, a sick patient requires assistance, or a potential customer needs more information on your services. Would you expect them to wait until you and your team are back in the office?
If your answer is ‘yes,’ it’s time to rethink your approach.
A business can lose a good portion of their customer base if the customers don’t feel like they are valued. An answering service is an excellent way to show your customers that you care – care enough to be available round-the-clock – about looking after their needs.
The following are a few more reasons why having an answering service is an absolute necessity for your business:
Save Money by Hiring Less Staff
Hiring staff to answer the phone is expensive and training them to efficiently manage your customers is yet another task on your growing to-do list. An answering service relieves you of the burden of training new hires and helps you save money on non-salary related costs associated with hiring in-house employees.
Nail the 3-Ring Rule
When a customer calls you, not being able to answer the call within the first two rings is acceptable. However, missing the third ring, as well, is when things go wrong. Potential customers are often very impatient. They need your services and they need them NOW. Not being able to get in touch with you within three rings takes away a part of their interest in your business and sends them straight into the laps of your competitors.
Boost Customer Retention
Unanswered calls are one of the biggest causes of frustration among customers. Imagine being in a sticky situation and not being able to get the help that you need. While an answering machine might be the last thing your customer would like to interact with in difficult situations, a professional answering service can offer them the help that they need without having to wait for a call back.
Be Responsive 24/7
Your employees are human, too. Expecting them to answer calls all day long is too much to ask. Having said that, hiring an answering service can mean that a team of experts are available 24/7 to entertain phone calls. Furthermore, you wouldn’t have to worry about planning out employee schedules to maintain round-the-clock availability and be able to maintain your office operation seamlessly.
Provide Excellent Customer Service
A 2018 report by NewVoiceMedia highlights that businesses across America are losing more than $75 billion a year due to poor customer service. This emphasizes the importance of improving your customer service. Being able to answer phone calls promptly, providing your customers with valuable information, and helping them in their hour of need can help boost your customer service and promote overall customer satisfaction.
The Bottom Line
A 24/7 answering service is not a luxury but a definite need. Whether you are a small business looking to lower your operating costs and provide a better experience to your customers, or a large business looking to stay ahead of your competitors, an answering service can be a great investment.