How Do Answering Services Help With Email Monitoring?

Part 1 — Contacting Customers

How many times have you sent an email to a business via their website’s “contact us” form and either received no response or received an automated reply that gave no indication of when you should expect a response?

Unfortunately, this lack of email response messaging is all too common. And in today’s competitive market, when consumers expect prompt attention, it’s simply a poor business practice. Just as customers expect to reach a live agent as quickly as possible when they call a business, they likewise expect that their email will be answered, and soon.

Email monitoring and responding is yet another way answering services are able to enhance a business’s quality of customer service. Agents can monitor email accounts 24/7, such as those linked to “contact us” or “FAQ” pages, and either forward them or respond to them based on the business owner’s instructions.

Likewise, if a website allows clients to fill out more detailed requests for service, the answering service staff can respond or redirect those emails according to priority level.

Relief & Reassurance

The benefits are twofold — it relieves the business’s staff of being tethered to email, and reassures customers that their message was received and their business is valuable.

This is a huge help to a company’s sales team. The most frustrating things about emails left on a website is that it’s very hard to connect with the customer and a sales team can waste a lot of time trying to do so.

Towne has found a very effective solution to this problem. When an email is submitted on a client’s website, one of our receptionists calls the person who submitted the email and asks them a few questions. They then attempt to connect them to a salesperson for that company. If the sender of the email is not available, we leave a message so they’re aware they company is trying to reach them. Per the sales team’s instructions, we then follow up to arrange for a connection when the customer is available to talk.

Once again, this relieves the sales team from spending a lot of wasted time trying to connect with customers when they’re unavailable, while reassuring the customer that their inquiry is important and the business values prompt customer service.

If you’d like to learn more about how Towne Answering Service can partner with your business to provide email monitoring and personalized, exceptional customer care, please call us at 800-660-4316 for a free consultation, or visit our website to learn more about our various business solutions and service commitment.

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Deb Crown

About Deb Crown

Towne Answering Service was established in 1968 to provide answering services for medical and commercial clients in the southeastern Pennsylvania area. Utilizing the best technology available at the time (the time was 1968 and the technology was a switchboard), Towne was able to establish a very faithful clientele, the majority of whom are still with us today. As time passed and technology advanced, so did the equipment. The answering service equipment evolved from switchboards to a basic computerized system with handwritten messages. From that, we were able to move to a fully computerized, paperless, state-of-the-art messaging system with digital lines and switching and were able to partner with our clients and provide a higher level of service.