Have you been thinking about contracting with an answering service to boost customer service? Are you wondering if better customer service would really help you attract and retain customers? According to market research, the answer to the second question is a resounding YES!
Research reveals that 96 percent of disgruntled customers don’t complain and almost all of them (91 percent) simply take their business elsewhere. Also, customers are willing to spend more if it means better service. More than half of polled consumers said they will pay more for services or products if the extra money guarantees higher quality customer service.
One of the most frustrating customer service issues for most consumers is being transferred to more than one representative before they reach a resolution to their problem. Roughly 70 percent of customers state they have to wait too long to reach a live customer service representative and the hold times are too long. It’s no wonder that 68 percent of customers leave a business relationship based on unacceptable customer service experiences.
Small business owners with limited staff struggle to compete with larger enterprises. Often employees wear many hats, doing double duty as customer service operators and sales associates or service technicians in the field. When a customer has a problem, leaving them in queue as the clock ticks away adds to their frustration, and it only makes matters worse if the employee taking the call doesn’t have adequate training or the information to satisfactorily resolve the issue.
In short, callers want someone to listen to their problem and take remedial action. Employees at help desk call centers are trained to schedule appointments, provide warranty information or simply listen and promise a return call as soon as feasible eliminate perpetual hold times and create a positive customer experience.
Partnering with an answering service offers myriad benefits. Working with a dedicated telephone customer service team allows your staff to focus on what they do best, while allowing the virtual receptionist to handle your customer service needs. This can help reduce stress and improve your employees’ morale. Building better customer service also translates into higher returns on investment.
More than 80 percent of companies with the skills and equipment to deliver superior customer service outperform their competition — regardless of size considerations. Consistency is another bonus. You control exactly what callers are told, so that each and every customer is given the same information. With highly-trained, professional inbound call center staff watching your business, you can get a full night’s sleep or finally get away for the weekend knowing that if there is a customer service crisis, it’s covered.
In the end, whether you’re a small business owner or part of a large company, new to the industry or an established player, providing better customer service is not something that can be ignored. The fact of the matter is that customer service can and will make a difference in retaining your customers and growing your business. By utilizing a professional customer service center, you can provide the level of service that customers expect while allowing your business to prosper. To learn more about optimizing your customer service, contact us today for a free quote!