Providing Your Customers with Great Customer Service 24/7

Written by Economic Development Jobs on March 9, 2016. Posted in After hours phone answering service, After hours phone service, Answering service maryland

24 hour answering service

The biggest problem with small businesses and gaining customer loyalty is the ability to be available to the customer, when needed. Many smaller companies are run by one or two individual owners. They may have other responsibilities, such as families, other jobs or they may be so overwhelmed with the many aspects of the business that they are not always available. A lack of availability can transfer into lost customers, lost profits and a lack of recommendations of your business. What are some ways that a smaller company, who cannot afford to hire more employees yet; can improve their availability to their customers?

Eighty percent of people will hang up on a business if they hear a voicemail. They may need assistance immediately or they may decide they will just call back later. Many do not actually call back later. An after hours phone service can solve this problem; offering around the clock availability to your customers. An answering service is a company that schedules employees at all hours of the day and night. They charge a small price and they are always reachable. They often have call representatives that are also servicing other smaller businesses, so you are not responsible for their full wages. Your customers will still use your company?s phone number, simply transferring to the call center when you are too busy to pick up your phone call.

Voice messages do not always prompt potential customers to leave a message either. In fact, heavily scripted calls may not be the best approach; they can eliminate two elements that are essential to the customer service experience: empathy and emotion. Customers want to feel like they are being listened to and that they are being heard, regardless of who is answering the phone. A business answering service provides trained employees in customer satisfaction. They will be highly qualified and will ensure that the customer is satisfied with their communication.

The pricing of a 24 hour answering service is often paid back quickly by simply converting one lost customer into a paying customer. Two-thirds of consumers would be willing to spend more with a particular company, 13% more, on average, following an excellent customer service experience. An after hours phone service provides just that; the ability to always provide your potential customers with an excellent customer service experience. Answering service pricing will depend on the volume of calls, the required scripting and the knowledge of the business or the product that is required of the after hours phone service employees. A business that simply wants their messages to be forwarded to another number will not cost as much as someone who wants an after hours call service employee to answer questions and assist with online orders.

An after hours phone service provides many benefits to smaller companies who might not otherwise be able to provide their customers with around the clock attention. A small business owner may not yet be able to hire additional employees, making it impossible to communicate with all of their customers. This can lead to customer dissatisfaction and loss of sales and profits. An after hours phone service can provide many benefits, including an increase in customer satisfaction and profits, call forwarding capability and knowledgeable employees that are able to assist with any problems; allowing the small business owner to spend their time on other important parts of the business.

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