As a business owner, you should always be looking for different techniques and strategies that will improve your customers’ overall experience. By outsourcing your business calls to a team of customer service experts, you’re able to give your customers all the reasons in the world to do business with you.
We enjoy sharing customer service tips that we’ve been developing for the past 30 years. In this special article, we show you the top 10 ways customer service is boosted by a business answering service.
1. Your business is always available.
One of the key benefits to outsourcing your incoming calls is the ability to be open for business 24 hours a day, 7 days a week, 365 days a year. A business that never shuts off communication with their potential and current customers is a business that places a high value on keeping their customers happy and informed.
We live in a 24/7 world. If you aren’t available to customers that are actively reaching out to learn more about your products or services, you are encouraging them to turn to your competitors. With answering services as little as $19.95 per month, there isn’t a reasonable reason not to offer 24-hour customer service.
Remember, you only pay for the calls our digital call center takes on your behalf; being on standby 24/7 is a convenience that is offered completely free.
2. A simplified ease of access.
Hiring a team of virtual receptionists gives your customers continuous access to your company. Sure, your website will have answers to your frequently asked questions, summaries of your available products or services and other information that your customers can find on their own. However, some customers find it difficult to navigate through your website or on-line resources provided.
Giving those potential and existing customers a simple 1-800 number to call when they have a question streamlines their access to the answers they seek. Make buying your product or service as easy as possible and you will see an increase in your revenue and customer satisfaction.
3. Custom assistance for your customers.
You can spend thousands upon thousands of dollars developing a strategy for the best possible user experience on your website. But the fact of the matter is, you will still be providing a cookie cutter version of customer service. Your customer service standards should not be a one size fits all.
Designating a team of virtual receptionists to answer your customers’ phone inquiries allows you to customize your customers’ overall experience. On-line forms, informative articles and other resources are excellent, but you should also offer a live person for individuals who would rather call to get a specific question answered.
4. Consistent customer service for your callers.
All of our customers enjoy the ability to completely customize the information their virtual receptionists are trained on. Having unique greetings, scripted FAQ answers and specific phrases bring a high-level of consistency to your business communications.
Your customers will take comfort in always being greeted the same way when they call. Your in-house staff will enjoy the uniformity in the information provided to all callers’ FAQs. Basically, your overall company brand will be seen as reliable, dependable and consistent.
5. Acquisition of customer feedback.
Customer service feedback allows you to accurately measure your current customer satisfaction levels. As stated before, our digital call center allows us to customize any customer feedback questions you may want answered. We then send you their messages and/or responses via email, sms text or with personal phone reports for review and consideration.
Having a 24-hour customer service hotline designated to acquiring customer feedback will allow you to tweak and improve your current customer service experience.
6. Personal assistance with FAQ’s.
As stated before, your frequently asked questions section on your website doesn’t answer every possible question a customer may have. It’s important to provide your callers with extra special personal assistance and attention.
Providing personal assistance to your potential and existing customers will help nurture a long-lasting relationship. Customer service tips should always include providing more personal attention.
To quote the fictional, but very real, mission statement of Jerry Maguire, “People always respond best to personal attention, it is the simplest and easiest truth to forget.”
7. Increase in your business’s image.
Some businesses, especially eCommerce websites, think that they don’t need to provide a telephone contact number because the majority of their transactions are handled online. No matter how much business you do online, you should always:
- Have a business telephone number that customers can call and verify your legitimacy;
- Have your business telephone number predominantly displayed on your website; and,
- Have a trained and professional representative answering all of your incoming calls.
In a recent KISSmetrics study, it was proven that businesses who display their telephone number on their website receive, on average, 10% more conversions than those that omitted their telephone number. The study summarized, “The outcome was clearly in favor of providing the trust factor and legitimacy that a business telephone number brings to your establishment.”
8. Empathetic and compassionate communication.
Do you believe a robotic voice asking you to leave a message at the beep is a compassionate form of communication? In an article recently published, we shared that, “67% of customers hang up on a phone connection out of frustration they could not talk to a real person and 75% of customers believe it takes too long to reach a live agent.”
You don’t want your customers abandoning their transaction because they feel that you weren’t empathetic to their situation. Provide compassionate customer service by giving your customers real people to speak to.
9. Enhanced customer tracking services.
With a business answering service, you’re able to track your incoming calls and get detailed weekly or monthly reports emailed to you. Again, since you’re able to customize your account with us, we can track your customers according to your specifications.
Whether you want to know how many customers called with a technical question; how many requested to process their payment via telephone; or how many customers submitted a complaint, we have you covered.
10. Ability to offer VIP customer services.
When it comes to offering VIP customer service, you are only limited by your imagination. By giving your very important customers a specific hotline, you can cater to their needs with special services.
Whether you want to offer free wakeup calls to your most valued customers or have special procedures when handling bulk-orders or VIP accounts, we can provide VIP care to those calling in.
Our team really hopes you’ve learned something new from these customer service tips. Most importantly, we hope you have a grasp on how outsourcing your calls to a 24-hour digital call center will give your current customer service an incredible boost.