With increasing alternatives to communication in a business enterprise, there exists one platform that remains as prominent as its existence. The telecommunication or the phone answering service is one of the biggest used communication platforms. Many platforms in between arrived and departed to nowhere, but the usage of phone answering services remains the same. As a business entrepreneur, it is one’s duty to analyse and remain ahead of all the dead-end roads and explore the required communication platform like emails, chats, fax, pager, social networking sites and so on.
To some degree, it will be beneficial to the company, but always remember that customers would always prefer to interact with humans, rather than computers. Well, one thing’s for sure, those application programs will not be able to distinguish the emotions of your customers, more so empathize with them. Thus, phone call still remains to be the most widely used and a reliable way a customer can reach you. Whether it’s the online media or the traditional ways of communicating, do not assume these platforms to overpower the other calling platforms anytime sooner.
Every business is a People’s Business
Nowadays people emphasise too much on customer support. And they are willing to spend large chunks of money to pay their representatives.
A simple answer to such question is that no matter how big or small, a company is considered to be the people’s business. Therefore, it is your top priority to build a good relationship with your customers. And there is no better medium to communicate with a customer than talking them on a live answering phone call. The trust and empathy created over a live call are more of a positive aura.
In this modern age, there are so many ways a potential customer may reach you. With so many alternatives like email, text, messaging apps, social media, and even the Contact Us section on your website; still, nothing compares to the traditional phone call in showing how much you value your client. Also, no matter how quick your computer and internet are, nothing can solve the issue of a customer faster than communicating with them over the phone. Customers crave for fast result. If you’ll be placed in their position, you will not be happy if a company won’t be able to provide an immediate solution to your problem.
Everyone has already experienced being passed from one telephone operator to another, and when frustration strikes, customers tend to just hang up the phone. The only drawback for the live call scenario is the waiting time that needs to be served in order to reach the live customer support. It is actually much more satisfying to hear an actual person’s voice on the other end of the line, and not just receiving answers through emails and chats. But to reach those live customers it takes ample amount of waiting time to kill.
Small or medium-sized business enterprises
If you are thinking that running a small or medium-sized business enterprises do not need a phone answering service, then this myth needs to be cleared. It is a one-time investment process that every business unit should keep in mind.
Citing an example, a small enterprise might expect an average of 4 to 5 calls during a normal day and might increase depending on the business’s peak season. But these calls increase to a dozen during the peak season. And the earned revenue is comparatively higher than the money invested. Therefore, call answering services is nowhere a business that would incur a loss in the future.
Flexibility – For Every Specific Need, There’s a Specific Solution
As much as possible, you also have to consider how much flexibility a service provider can offer. As not all businesses have the same requirements, choose someone who can provide personalized packages that will suit your needs. Whether you’ll only need it for an hour a day or for quite a duration, it’s always good to choose a company who could adjust to your specific needs.
Regardless of whether you decide to create an in-house customer support or outsource a phone answering service, customer experience will always have a big impact on your overall business. For the most obvious reason, it shows how much value your company puts to their clients. It is hard to say that each call answering service provider can cater each and every need of yours.
As a matter of fact, go for companies who primarily caters to small businesses and sole traders. These companies are flexible as per your requirements and tend to expand rapidly with time. Therefore, look for such business units that fit all your needs and are ready to walk extra miles with you.