Understand the Potential Damage to Business when No One Answers Your Phone

Don’t think you need a real, live person to handle your incoming customer service calls? Think again. The sound of an unanswered phone may as well be the same as a slamming door–one that your customer is walking through as they leave your business for another one. And if you leave your customer calls in the ‰Û÷hands’ of an automated system, you could be sending your customers the wrong message. Here’s what you need to understand about the potential damage to your business when no one answers your phone.

Customers expect 24-hour access

Modern technology means that the average customer has to wait less time than ever for gratification. This applies to customer service, too. Why would a customer do business with a company who only offers telephone support during limited hours when the competitors could offer 24 hour support? Thanks to virtual reception services, businesses can have someone available at all times to field customer calls, so there’s no excuse to lose your customers because you couldn’t help them when they needed it.

Robots aren’t what your customers want

Your customers want to feel appreciated and understood, and automated answering systems don’t do either of those things. Besides being terribly frustrating, these automated systems can’t provide the type of real-life interaction your customers are seeking, especially when  they need to be reassured that their problems have been prioritized and are on the way to be solved.

You could be missing new sales opportunities

Every time a customer calls you–even when they have a complaint–it could be an opportunity to gain new sales. Maybe you have just the product or service to solve your customer’s problem, or perhaps your customer is unhappy because they currently have the wrong service for their needs. They could take their business elsewhere, or, they could speak with a real human customer service agent and have their needs met by you.

Having a live person answer your customer calls is better for both your customers and your business. If you want to know more about how a virtual reception service can help your business, contact Answer 365 today.