Should You Automate Your Answering System

When it comes to customer service, the word ‘automated’ may send shivers down your spine. But, fear not–automation can actually enhance your customer’s experience. Should you consider automating your answering service? Read on to find out more.

Automation meets real-life

In customer service, automation doesn’t always mean robots. You can automate your incoming calls to go to a virtual reception desk. This virtual receptionist can field calls at any time, day or night, and make sure that customers are getting their needs met when they need to. This isn’t to say that you can’t also have non-human answering options–when paired with a real person at the end of the line, the automated self-help facilities can offer one more way that your customers can get help any time they need it.

Less stress

If your business is in an industry that’s already stressful, missing calls or dealing with angry, frustrated customers can add to that stress. An automated answering service can be the perfect solution, allowing your employees to field the calls as the receptionist sends them, not as they come in. And it means customers may get help faster, too, since they won’t be waiting around for an employee to be free to help them.

Keep in touch with your customers

Out of hours calls can be answered by an automated answering service, which means your customers can keep in touch when it’s convenient for them. Hearing a friendly voice on the line can make all the difference when it’s an emergency situation, such as an electrical outage or burst water pipe. If your industry is one that deals directly with the public, you’ll definitely benefit from using automated answering services, and so will your customers.

Being able to reach a real person when there’s a problem will help cultivate your customers’ confidence in your business. When you show them that you can be there for them when they need you, they’ll be more likely to be loyal to your business for longer.

If you’re thinking about automating your answering services, give Answer 365 a call. We can help you find the best customer service options for your business.