How important is good customer service?
According to the RightNow Customer Experience Impact Report, a staggering 89% of customers immediately stopped doing business with a company after experiencing poor customer service.
It’s incredible to imagine the sheer number of customers that are lost simply because a business has poor interactions with its customers.
And the most astounding part is that the company’s product or service might be just as good, if not better than the competitors.
What does this mean for a growing business?
For starters, it’s a clear indication that in order to break into the market, prioritizing customer service above almost everything else is not optional.
It is absolutely essential.
But how can customer service be improved?
Common problems face newer companies all the time. Sometimes it can feel like you’re being crushed.
Things like understaffing and a growing number of day-to-day responsibilities make it almost impossible to efficiently handle a growing customer base.
This is why a 24 hour answering service has become such an increasingly appealing solution to many small businesses. It provides unparalleled flexibility, efficiency and quality of service…
While also remaining budget-friendly and very accessible.
So here are some of the main benefits that a business immediately experiences after switching to a professional answering service.
These benefits make it more than clear that in order to stay ahead of the competition, small businesses have to at least seriously consider this option.
Being Accessible All the Time
The most obvious and immediate benefit of having a 24 hour answering service is being reachable at all times.
Customers can call at any time… Even after working hours, during weekends or during holidays.
Forcing a customer to wait until working hours to get a response usually means that the customer will go somewhere else.
However, when a company can answer a call immediately and provide information quickly and clearly, it can do two things.
Dramatically increase the marketing ROI, and build a solid reputation for the company in the long run.
Another strong reason for having a professional 24 hour answering service is being certain that each and every call will be handled with the utmost care and effectiveness.
There will always be a trained and ready sales representative on the line. Someone who is ready to answer any questions, provide information, or schedule an appointment.
Your customer will not have to spend time waiting for someone to pick up the phone…
Especially during the more hectic hours in the office, because the calls will be handled by someone who specializes in your company’s needs.
It Gives You Time to Do Your Job
One of the bigger challenges growing businesses face is simply being able to handle a growing demand from customers.
The staff usually grows a bit slower than the flow of new leads coming in.
In the early stages of a small business this can lead to a decrease in quality of the customer service a company is able to deliver.
Even if there is a designated person on staff who is supposed to take incoming calls, there comes a point when a single person is not capable of handle everything
It becomes easy to see that having one, on-site receptionist is not a viable long-term solution for a growing business.
Having an answering service allows the staff to concentrate on day-to-day tasks and provide a quality service.
While it may not be apparent immediately, an answering service is much more affordable than hiring someone to take calls locally.
A full-time on-site receptionist can be quite expensive.
Depending on the area, it can cost thousands of dollars per month. That is a lot for a growing business dealing with a lot of other startup costs.
And when considering that a top-quality answering service can cost you tens of times less (depending on the service you choose), it becomes easy to see why it’s such a good choice for many small businesses.
Getting the best of both worlds…
It is able to provide 24-hour accessibility, professional service and affordability and is also a good strategy for building a solid relationship with the client base.
It Separates You from the Competition
According to a survey done by American Express in 2011, seven out of ten Americans would agree to spend more with companies that provide excellent customer service.
This is an amazing stat to consider…
All other things being equal, if a company has a good system in place to deal with customers, it will already have a huge advantage over the competition.
Furthermore, it provides the opportunity for a company to demand premium prices for their services.
It’s common for new businesses to focus all of their attention on the product or service, while the customer service suffers.
In the end, this can mean that companies go under because of poor communication with their customers…
Regardless of how good their product or service is.
When put in this perspective, it becomes very evident that hiring a professional 24 hour answering service is not only a good business decision…
It’s vital for a company’s survival.