While both live and automated systems are used today, one may be a better option for your business than the other. Deciding which service is going to be right for your communication needs can be a hard decision to make, and there are often a lot of factors to take into consideration. Here are four main reasons you may want to consider using a live answering service for your customer service.
1. Don’t Miss a Call
It might seem a bit surprising, but a large majority of businesses still utilize a voicemail system to handle their communication needs when they are unavailable. Although this option may seem like a cost effective solution, it may actually be costing you more in the long run. Recent statistics show that 80% of callers sent to voicemail, don’t leave messages because they don’t think they’ll even be heard. Missed calls are missed opportunities, and you never get a second chance to make a first impression.
2. The Human Touch
I’m sure at one time or another we have all been trapped in auto-attendant jail. You listen to all of the options, but none of them are regarding your issue and then it seems near impossible to get a live agent on the line. Sound familiar? At the end of the day, people want to speak with people. That human touch helps to build the customer experience and creates trust and loyalty among your callers. However, at AnswerNow, we provide more than just a human operator. Our agents are trained on the ins and outs of your business and know how to handle each customer situation to provide the best service possible.
3. Quick Resolution
82% of consumers say the number one factor that leads to a great customer service experience is having their issue resolved quickly. Customers want to be heard and to have their issues addressed or questions answered right away. If you are unable to meet their needs, they will find another business that can.
4. Potential Time Savings
Listening to the voicemails that you receive each day can be very time consuming. Not only do you have to listen to the message, you also have to take the time to make sure the message gets directed to the correct person or respond to the message yourself. Don’t you think your business could benefit from having a live answering service address common customer questions or concerns and have them forward any escalated issues to the proper contact within your organization? Imagine what other duties your office manager or administrative staff could take over with this additional free time.
The benefits of utilizing live answering services for your customer service needs far outweigh any “savings” you may receive from using an automated system. Also, it will not only ensure that your customers get an answer, but a positive and personable customer experience too. Contact us today to receive more information about our live services and receive a free quote.