Why Customer Service Is Changing—And Should Be Your #1 Priority

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The customer service landscape is changing. Research shows that consumers are making more inquiries than ever, and the majority will take their business elsewhere if they don’t receive a prompt and positive customer service experience. Consider the following:

An American Express Survey revealed that 67% of customers have hung up the phone out of frustration when they could not talk to a live person.

The same survey showed that the phrases customers most despised are:

  • “We’re unable to answer your question. Please call xxx-xxx-xxxx to speak to a representative from xxx team.”
  • “We’re sorry, but we’re experiencing unusually heavy call volumes. You can hold or try back at another time.”
  • “Your call is important to us. Please continue to hold.”

And 75% of customers believe it takes too long to reach a live agent, according to a Harris Interactive poll.

The bottom line is that today’s consumers expect to be able to reach a real person in your company, whether by phone, web chat, or email. And it’s important that customers are responded to quickly, within two minutes or less. Being responsive to these requests is critical to the growth of any business, regardless of brand or industry.

A live voice answering service can eliminate unnecessary barriers between you and your customers by answering all calls, emails, and chats promptly and professionally. Answering service agents will respond to each call with the name of your business, and will utilize call-handling instructions tailored to your business so that your customers’ questions are fully answered and their needs are met.

On top of that, answering service agents provide consistent, quality customer management 24 hours a day, 7 days a week, every day of the year. Your customers’ takeaway is that you’re there for them whenever they need you, not just when it’s convenient.

Personalized, friendly customer response is the first step to building a relationship with your customers and demonstrates your commitment to service. That commitment creates trust, which is the foundation of customer loyalty. And in turn, customer loyalty is the gateway to referrals of new customers.

How your calls are handled sets the tone for the entire customer experience. If you’d like to discuss how virtual receptionists might serve your call answering needs, contact Voice Link of Columbus, Inc. We offer month-to-month service agreements to meet the needs of any business regardless of size. Secure HIPAA/HiTech messaging, appointment scheduling, and customized communication solutions save you time and money while optimizing customer care. Our excellent reputation, expert staff, and state-of-the-art technology will exceed your expectations. Request information online or call us at (800) 262-2799 for a free consultation.

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