The digital age has changed every facet of business, but none more than customer service. It’s estimated that by 2020, 85% of the relationship between consumer and business will occur without any human interaction. While cleverly designed apps do most of the talking, it’s still the phone call that closes the deal. This is where your customer gets to know your product, and you get to know them. The phone call is the heart of customer service – and voicemail is its death.
Seem a little dramatic? According to Forbes, 80% of callers sent to voicemail abandon before even leaving a message. The digital shift means that when a customer calls, they’ve already tried the app and the website – so to them, that phone call is a lifeline to your product. You need someone on the line who can answer questions the second a call comes in, leaving every customer delighted with their experience.
Answer Every Call
Digital call centres help you improve customer service by shifting your workload. You gain the time to focus on your products, while still ensuring that you don’t miss out on new clients by leaving a call to your voicemail system.
The process is simple and efficient – you create content you want to communicate, and a virtual receptionist manages calls on your behalf. They can then direct these calls to you, take a message, and even make outbound calls to consumers. The customized answering helps improve customer service, and frees up your time to address your clients’ needs. It’s an affordable way to guarantee that every client is answered, no matter the size of your business.
Personalize Your Service
First impressions are everything, particularly when working to improve customer service. Having a live answering service ensures that the first connection a client makes with your business is personal. Even if the nature of the inquiry means that your receptionist must put a customer on hold or transfer them to voicemail, the initial human interaction boosts brand loyalty and creates a higher likelihood that the customer will follow up with their inquiry.
In an age where the majority of consumer interactions are digital, personal service sets your brand apart. Having a virtual receptionist lets you answer every call, and prevents you from losing customers who have become frustrated with being sent to hold or voicemail. It’s customized, human, and efficient – it’s everything your brand can be.