Let’s say that you are a customer doing business with a company. You purchase something or are considering a purchase, and you need to get in touch with someone at the company to ask a question and get some clarification. When you call the company on the phone, you get an automated response, which gives you nine different options to press on your phone’s keypad. By the time you get to the ninth option, you’ve forgotten the other eight. How frustrated would you be? You’d want to talk to a live human being. Someone with a pulse.
Now, let’s say you own a business. You offer a product or service to customers, and you rely on your sales to keep your business going. That means that you rely on your customers. You want them to be satisfied so that they’ll come back and maybe even refer a friend to your company. You want to hear from them. You need a company that can assist you with those desires; one that can field live calls from customers so that they feel they are being heard and understood. You need a virtual telephone answering service.
With a virtual telephone answering service at your disposal, giving customers a satisfying experience over the phone goes a long way to having satisfied customers for life. An estimated 61% of Americans prefer their customer service experiences to be conducted over the phone. If they can get questions answered and problems solved from there home, they’d much rather handle problems or concerns that way.
A quality answering service is ideal if you have an online store. Customers who need help with their online purchases want to speak to a live human. Anything less is extremely frustrating. In fact, an estimated 45% of consumers will abandon their online purchases altogether if their questions or concerns are not addressed quickly. You surely don’t want to risk losing a sale because you didn’t have a professional answering service at the ready. The money you will make by having one with far outweigh the cost of its employ.
Consumers are twice as likely to share a bad customer service experience than they are to share a good one. At the same time, a whopping 81% of people surveyed said that they would return to purchase from a business that gave them a good customer service experience. You may pride yourself on great customer service in the store itself, but what do you have in place to answer customer’s questions after hours, or simply after the sale? A live phone answering service is the perfect extension to your already dynamite in store customer service practices.
A 24/7 answering service will allow you to rest easy when you’re away from work. You’ll know that a virtual telephone answering service will be able to field your customer’s calls and handle them with outstanding service while you rest easily at home with your family. You have enough to do while at work. Let a professional answering service take over when you’re gone.