Answering the phone is part of good customer service. So you could say that Apello is in the customer service business. When it comes to live answering services, we want to challenge you to think of them in a different way. Rather than looking at live answering services strictly through the lens of customer service, think of the service as a customer satisfaction tool.
Customer service is near the top of the priority list for any business. Companies exist to provide goods and services to customers. Meanwhile, customers expect businesses to be ready to answer questions, solve problems, and offer support – often by phone. How a company meets those expectations impacts a customer’s overall satisfaction. Therefore, focusing on improving things that would boost customer satisfaction makes sense.
The On-Demand Era
It is probably fair to say that we now live in the on-demand era. We have become accustomed to getting what we want, when and how we want it. So what do customers want when they reach out to companies they have done business with? First and foremost, they want those companies to be available 24/7.
Let’s face it, the internet is available around the clock. Email is nearly instantaneous. People live their lives on social media, exchanging information with one another in real time regardless of where they are in the world. With access to such a plethora of instant digital communications, it is understandable that consumers would expect companies to be available 24/7.
Live answering services accomplish that. They bring customer service into the on-demand era with around-the-clock phone answering. This cuts down on customer service inefficiencies while also reducing response times. As a result, customer satisfaction goes up.
Personalization and Professionalism
While customers are certainly more satisfied with live answering services compared to voicemail, satisfaction can be increased by offering a combination of personalization and professionalism. A live answering service offers both.
Fully trained phone operators are professionals with above average skills in communication and problem solving. The professionalism they bring to the job is what sets them apart. Along with that professionalism comes a bit of personalization. This is huge where customer satisfaction is concerned.
Customers really aren’t interested in speaking to machines. They are not big fans of automated menus and systems that require them to repeat themselves five or six times before the phone bot does what it’s supposed to do. When a real, live human being answers the phone instead, customer satisfaction goes through the roof.
A Relationship Built on Trust
We could summarize all of this by saying that a live answering service opens the door to a company building relationships with their customers based on trust. Customers who need to call in are able to speak with live human beings capable of offering genuine support and, if necessary, empathy.
A company that staffs its phones or hires a live answering service demonstrates to customers that it is truly interested in them. Customers appreciate this. They show their appreciation through their loyalty to the brand.
Think of Your Own Experiences
If you are not sure we are on the right track here, step back and think of your own experiences. When you have problems and need help, are you more satisfied with human interaction? Or would you prefer to be left alone with machines in hopes of solving the problem on your own?
That is really what live answering services boil down to. They are about more than providing customer service. They are about boosting customer satisfaction by giving customers access to a human being who knows what to do.
