Today’s consumers expect personalized customer service, and often believe small businesses are more invested in providing that. In fact, an American Express Survey reveals that 80% of Americans believe that smaller businesses place a greater emphasis on customer service than large businesses.
While this is great news for small companies, it also comes with a challenge—how do small business owners consistently deliver personalized customer care while operating with more limited resources of staff and budget? To address this challenge, many small business owners are turning to answering services to help deliver prompt and personalized customer care in four major ways:
Missing calls or relying on voicemail isn’t smart business. Studies show that about one-third of callers who receive a company’s voicemail will hang up, and even those that do leave messages are still likely to call another company afterward. Missing calls means missed opportunities, which ultimately means missed revenue. Call answering options at answering services allow for quick, customized attention. Callers don’t have to endure long hold times, suffer through a confusing set of automated prompts, or wonder when someone might actually call them back.
Designated Calls & Services
Some small business owners use answering services to manage all their calls, while others rely on them for after-hours calls only. This is particularly beneficial for businesses in professions such as healthcare, transportation, heating and air, or plumbing, when after-hours calls may require an immediate response, regardless of the time of night.
Answering services can also schedule appointments, take orders, set up disaster recovery plans, and help with other customer service issues, so that the small business staff can focus on their tasks without disruptions and distractions.
Save Time & Expense
For much less than it costs to hire an in-house staff member, the virtual receptionists at call centers act as an extension of the small business’s team, and callers aren’t even usually aware that they’re not speaking with a staff member. This gives the customer confidence that the company has the time and resources to not only answer calls and deliver services promptly, but will also be capable of assisting with any needs that may arise.
Answering service receptionists are trained to know the practices, philosophies, and priorities of a business so that they can intelligently listen to each caller’s request, ask relevant questions, and give informative answers. By discerning the crucial details of each call, a virtual receptionist knows how urgently each request must be handled, and by whom. Calls are also recorded and can be review at any point.
The best answering service will customize their services to meet the needs of your business and follow any protocols you already have in place. The operators will greet each caller promptly and professionally, and will know which calls are considered urgent and how they need to be handled. Conversely, the live operators will know which calls are not urgent during after-office hours, and can be followed up on the next day.
Your level of consistent customer service reflects on the reputation of your business, and using the right call center can make the difference between losing, gaining, or keeping a customer. Knowing that you care enough to provide personalized attention keeps your customers happy, which grows your business.
If you’re curious about whether an answering service might help your small business grow, call Towne Answering Service at 800-660-4316 for a free consultation, or visit our website to learn more about our various business solutions and service commitment. We can partner with your business to provide personalized, exceptional customer care that meets your specific needs and goals.