Customer service over the phone has improved a lot lately, and if you cannot deliver a positive experience to your customers, then you may not be able to survive through the intense market competition. As per a Gartner survey, about 70% of those who participated in the survey reported that the experience with pleasant and knowledgeable representatives made them decide the reputation of a brand. So, resourcefulness and knowledge are the keys when it comes to choosing a professional answering service too for your business.
A good quality professional answering service can help build reputation and customer loyalty. Taking the support of a third-party professional answering service can have many benefits in terms of delivering a positive customer experience. Having it will eliminate any missed or unattended calls. It can also cut out the delays in answering customer phone calls, timely sharing of the service or product knowledge, scheduling appointments, and much more. When you are trying to scale customer service operations as the business grows, such a professional answering service may become a necessity too.
What businesses may need answering services?
Over many years, there have been a variety of reasons why organizations tend to take call center services. You need to first analyze the need for your business to answer the inbound calls from customers and associates. If you identify that your business has any such need that you cannot manage internally, an answering service becomes necessary. Here are some of such needs people hire answering services for.
- Lacking industry knowledge
For a growing business, not all their employees may be equally knowledgeable, and if they are put to answer customer queries along with their other primary tasks, your image may get damaged.
It may not be ideal for dragging the workers, like the salespeople or production people, to answer the phone calls from the customers. This will end up in inefficiency and disorganization.
- Losing valuable customers
Whatever type of service or product they take, customers may want to reach the provider anytime as they like. So, customer-centric businesses must have 24 hours x 365 days of customer service. If you do not arrange for a service to meet the customer’s expectations, they may simply drop you and look for another provider.
- Managing seasonal business
Some businesses may have seasonal needs. During certain months of the year, you may expect more calls from the customers. Such a spike in call volume needs to be managed effectively if you want to make optimum sales during that window. For this, it is ideal to rely on third-party professional answering services rather than maintaining an in-house team.
Once you identify your exact need, try to look for providers who can serve you the best. You may try to explore many of the frontline providers and match your needs with their service highlights. Make sure that the professional answering service providersyou consider are knowledgeable with good experience in the specific industry sector and can offer you unrelenting customer service at an affordable cost.