What to Do When Your Customers Expect an Immediate Response

now-1272358__180When we talk to new clients they often tell us, “My customers expect me to answer their calls immediately, but that’s just not realistic.” We get it—it’s a constant dilemma of how to balance customer support while managing the never-ending tasks of running a business. But in our age of instant access to information, customers also expect immediate attention to phone calls, emails, and texts. We can help you find a way to deliver it.

Consider this—callers who are greeted by an automated system or are a prompted to leave a voicemail are nearly 50% more likely to hang up. Missed calls mean missed opportunities to make a connection or a sale. So when your customers are requesting information, provide it to them as quickly as possible with a live answering service that has the professional staff and technology to manage calls 24/7, 365 days of the year.

We have a phrase at Towne that we live by called “gracious service.” By that we mean that we hire enough receptionists so that they’re not stretched thin. We also encourage them to take the time on a call to take care of the caller’s needs rather than rushing through a conversation. With our full team of trained virtual receptionists available around the clock, your customers can be consistently responded to quickly and competently.

Towne receptionists greet customers with the name of your business and are knowledgeable about your services so they can ask the most effective questions and provide accurate answers. Your customer's requests and concerns will be handled according to your preferences, and you’ll have access to exact details of each call.

Ensuring that every customer call, email, or text is answered by a real person without delay is a proven means of increasing customer loyalty. So if you’re customers are expecting an immediate response, deliver just that. For less than the cost of hiring a new employee, you can trust Towne to meet your customer care needs. Day or night, outsourcing your calls will ensure that your customers are attended to with care and compassion, 24/7, 365 days a year.

If you’d like to learn more about how Towne Answering Service can enhance your business by providing 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. Whether you are an existing or a new client, Towne Answering Service is always happy to consult with you to create a call center or answering strategy that meets your specific needs and aspirations.

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.