To understand the utility of phone answering and its impact on customer and their satisfaction, it is of utmost importance to have clarity on “why the customer calls you?”
There can be two reasons for such a call:
- Inquiry about a product
- Due to some problem with a product/service
So, it can be established that these calls can lead to a potential sale or retention of existing customers. Answering customer calls is pivotal for the success of the company.
Importance of phone answering from the customer’s viewpoint
Answering customers is quite important and even businesses understand it, with the same intentions businesses use chatbots, IVRs, emails, callback facilities, etc. As per several studies customers prefer a human answering a call over automated systems. A very extensive IVR can work where there is an option to connect customer care if a query is not resolved but such a facility is quite difficult in the case of small businesses.
From the customer’s perspective, when a customer calls a business it can be to intimate the business about any problem they are facing concerning a product or service. It can be a trivial issue or a major one, but once a business representative listens to the customer it adds to customer satisfaction and they get relief for being valued.
Even in the case of a new product or a service, a prompt and quick response ensures a customer of the business’s availability to address the issue. Additionally, such calls can be quite a tool to make the sale for the product/services in which the customer has expressed interest.
Solutions
Small businesses often try to address the problem by trying to answer the customer queries themselves, but they might find it difficult to manage the core functions and answer calls simultaneously. Another study here states that a customer does not call back a business if their first call is not responded to.
Customer who shares their concern and problems through email and chat, find the waiting time frustrating. The tenure becomes even more frustrating when the waiting time turns into hours or even days in some instances. The situation becomes worst when the customers are asked to provide even more details to provide them with the solution.
Since customers also have jobs, they might not be able to make important personal calls throughout the day. Extended hours provided by a call management service enable customers to call outside of their regular business hours and still have their issues resolved.
It’s an extra convenience that shows how much we value our customers. Inbound call center services make it more comfortable for them and allow us and our clients an opportunity to communicate outside of usual office hours. They’ll be more amicable about working things out with us rather than going to the competition because they’ll remember that when they have problems or anything unexpected happens, our firm was able to provide them with the best solutions.
Resolution
A small business can utilize a service to manage these situations where a customer can get to interact with a company representative. This representative will assure prompt resolution of the issues keeping the problem in mind.
Why such a service is apt and how it makes a customer feel valued
These services employ professionals who are well-versed in dealing with customers and can diffuse highly difficult situations with their calm and friendly responses. These professionals typically have years of training and experience in dealing with people and are trained to deal with angry people as well.
When a highly frustrated customer calls, they get to unload their dissatisfaction on the representative, and they deal with the same with composure and answer the customer with due respect. It makes the customer feel respected and valued, and after the resolution of the problem and efficient dealing of customer care, the client is highly likely to stay with the business for a longer tenure.
When choosing phone answering services, focus on these:
Filtering particular calls
There may be times when we just want to accept calls from specific callers. By using call filtering, we can only take the calls we want to take and leave the rest in the control of the answering service staff.
After-hours assistance
When calls come in after office hours, many firms can handle them on their own, but that cannot be the case always. Usually, when contacting phone services, especially in an emergency, people want to speak to a live person. Hence, good phone services can assure the same.
Call overflow control
The volume of phone calls can occasionally increase. This might happen due to the particular time of year or the results of an intense marketing campaign. Whatever the cause, we need to give a quick response. We will lose the customer if we don’t.
24-hour assistance
Some companies need help not only on weekends and holidays but also when the receptionist is not there or the office is closed. We may respond to every call from a client at any time of the day with 24-hour support.
Call logging
This service is an effective and versatile tool for business. We can improve our customer service if we do it well. Utilizing call recording can help us increase productivity, effectiveness, and profitability.
Conclusion
A proper answering of phone calls shows customers how the business values them and in turn, can do wonders for the business. Small businesses when finding it difficult to answer customers’ phones should hire an experienced service provider and enjoy the benefits of hiring professional services.