There are 3 major pillars to think about when you take your business (no matter what sizable income you make) into consideration. Reputation, the quality of your products/services, and Customer Service. In a way, all three of them are connected, but somehow, the most important thing there is probably the last.
Customer service is the soul of the company, the blood running through its veins to keep it alive, and this article uses statistics to prove how important it is to cater customers with good etiquette and speedy service. Many companies take it lightly, however, and that in turn creates unseen problems for their businesses in the long run!
When you start your business, you don’t sweat the big stuff bigger companies face. It’s fairly easy to manage because a smaller company means smaller staff, and a smaller staff means a smaller flow of customers coming in. But when your company starts to grow, popularity rises with the use of social media, and ultimately that’s what every business owner desires: Growth and expansion of their business.
Unfortunately, it also means you lose a certain intimacy with your customers.
Today, technology has almost taken over most businesses, like Amazon going cashier-less with their new high-technology supermarket. But where exactly did customer service start?
How Far Has It Been?
Valdemar Poulsen founded the Telegraphone in 1898, the main foundation of the answering machines invented after it. By the early 1930s, Willy Muller invented the first automated answering machine. Though it was quite popular, it was far from being portable, being much too bulky, and standing 3-feet tall.
1960 came around, and the problem of portability was solved by Japanese inventor Kazuo Hashimoto. Not only was his “Ansaphone” mobile, but far from being exorbitant like its predecessors! In the following years, the answering machines would take several faces and prices and rise considerably in importance for customers and businesses alike.
But like all inventions, the answering machines became obsolete. Through the years, it had been replaced by smartphones, voicemail, and finally, the newer version known as an outsourced customer service.
Call Center Answering Service & Missed Calls
Did you ever have a call after business hours, one that was missed, and nobody was there to answer it? You might have brushed it off as a small inconvenience, and the customer can always call in the morning. But did you know more than half of your customers won’t leave a voicemail when you missed their call, and 85% won’t even call back? Instead, they’ll call your competition. What’s worse, as every call is a potential customer that is both an opportunity to boost sales and reputation, missing their call means losing revenue.
Nowadays, an automated message or call will tag your business as cold and uncaring to potential customers, and word goes around fast, maybe even faster than if it was a positive comment. This will take a toll on your company’s reputation, even though you think it’s just one customer. But always remember, that one customer has a family and several friends that will take their word for it. Luckily, companies that offer customer service via call centers such as https://www.interconmessaging.com/telephone-answering-reception-solutions/ exist for your company’s benefit! According to many of its clients’ feedback, a considerable amount of after-business calls has been catered and added to their sales.
But Really, How Good Is This Service?
Still in doubt? Here are some advantages to hiring a call center answering service:
- It’s cheaper and more practical than having a call center of your own!
Studies show these call centers are cheaper when you total the price of having staff, equipment, utilities, etc. Not only that! Most of these companies handle the hiring, interviewing, training, and scheduling the staff. It will save you a lot of time, money, and a potentially long-term problem.
- Manageable calls no matter the volume
Small businesses don’t stay small forever. You might be able to handle customer service when you were starting, but as your company grows, so does your audience and range of customers. Having this service will allow you more time to focus on the core of your business as well as be ensured your customers have human-to-human interaction.
But if your business is still young, this will still give you an advantage as an after-closing answering service. According to this resource, some companies provide you the luxury of having a business number without having to deal with a great amount of trouble.
- Reliability is formed with consistency
In comparison, if you run a large company, consistency with calls, and quality customer service, having this will assure customers of your unwavering presence may it be virtual or of a physical. Instead of going to your competition for the same quality service, many of your customers will prefer you for the sole purpose that “you’ve been there” since the start. 60% of customers always choose the company whose services they use more than thrice because a sense of familiarity has been established.
When your lines are open 24/7/365, offering quality services and never letting your clients down, it boosts all of the three pillars of a good business: Reputation, Quality of services/products, and Customer Service.
The Bottom Line
If you haven’t considered taking a Call Center Answering Service, perhaps this is high time you should. Would it benefit your company? The short answer is: Absolutely!
Not only will this service assure that your company will thrive through the times, it will also give you a big advantage by being there 24/7 for your customers, as a small business owner. Many people appreciate the responsiveness of businesses. It makes them feel safe transacting with you knowing that you’re always just around the corner to answer any inquiries they may have! This is especially true for businesses that deal with sensitive matters and information such as finance and insurance companies.
Get with the times and don’t linger around answering machines and automated messages. It’s time to put a little bit of human in this era of technology.