Does your business need an automated telephone answering service? If it is a business with significant client interaction, the answer is yes, virtual receptionist services would improve your customer service and customer satisfaction. For businesses such as healthcare providers, medical device providers, trades and service professionals like HVAC, plumbing, electric, contractors, etc., property management and professional service providers like law offices, accounting offices, and so on, having a live voice answer after hours or when regular employees are not available, can make all the difference to clients.
What are the benefits of a 24 hour answering service?
A professional answering service provides a live voice on the line, reassuring customers that their needs are being addressed. From the point of the view of the business, missed calls mean missed revenue opportunities. Having a live phone answering service means that client needs can be served in a timely manner. From solo practitioners to fortune 500 companies, an automated telephone answering service provides a personalized touch in a digital world, with friendly, live agents to address customer concerns.
A quality answering service leads to greater customer satisfaction and confidence. When a live person responds to customer complaints, questions, and concerns, even after hours, customers are reassured that their needs are being addressed. Customer service is the point of contact between a business and customers, and determines how customers feel about patronizing a particular business.
Why does customer service matter?
For U.S. consumers, the quality of customer service determines how they feel about a particular company. Around 59% of Americans would even try a different brand or company, if they thought they would have a better customer service experience. Even in the age of the Internet and online shopping, around 61% of Americans still prefer to deal with customer service over the phone.
An automated telephone answering service that provides a live voice after hours significantly improves the customer service experience.
Good customer service pays off
In quite a literal way, good customer service pays off in terms of higher sales and returning customers, who are the best customers. More than half of all customers surveyed, or 55% of them said that they would be willing to pay more for products or services if they had a better customer service experience. And this isn’t just talk: good customer service does translate into better sales.
Around 81% of customers who have had a good customer service experience with a business will return to that business for repeat purchases. And returning customers typically spend more. Studies have shown that a small 5% increase in customer retention provides disproportionately large benefits, leading to around 125% greater profits. In general, good customer service generates 60% higher profits for companies.
An automated telephone answering service can help your business by showing that you care about your customers and that their concerns are bang addressed in a timely fashion.