Have you ever called a company only to be put on hold for a long time, or even worse, get sent straight to voicemail? This experience is incredibly frustrating, and unfortunately, very common.
As a business owner, you need to ask yourself two questions:
- How do you like to be treated as a customer?
- What are you doing to ensure your customers are treated that way?
Is someone always there to pick up your phone, or do customers and future prospects get left hanging?
A 2011 survey by American Express reports, “78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.” If you don’t have a live voice handling calls, this, unfortunately, might have been the experience of a potential customer.
You can’t just rely on voicemail or recordings. You need a person on the other end of every customer service interaction. Here are 4 reasons why:
Address Questions and Objections in Real-Time
Sometimes potential customers just need a few simple questions answered before they make a purchase, and they’ll be turning to the phone to get those questions answered: New Voice Media reports that 68% of people still contact customer service by phone.
If you have an actual person handling calls, you can make sure that all client questions get answered right away. Then the potential customer will have all the information they need to complete the purchase.
Make Appointment Scheduling Easy
If a customer needs to schedule an appointment, navigating a phone tree can be incredibly frustrating. With a live voice, this process becomes much easier. The customer service representative who answers the phone can schedule the appointment quickly, send reminders to both parties, and make sure the appointment actually happens.
This leads to more sales and removes the friction from the appointment-setting process.
Show Customer Appreciation
We’ve talked about how to show customer appreciation – and for good reason; it’s essential to make sure your customers know you care about them. And when they feel like you care, they’re a lot more likely to stick around for the long haul and become loyal customers. The White House Office of Consumer Affairs reports, “On average, loyal customers are worth up to 10 times as much as their first purchase.”
Make sure your customers stay loyal by ensuring a live voice will handle all of their questions and concerns. They’ll know that anytime, anywhere, they can get their inquiries answered by a real person.
Provide Better Customer Service Than Your Competitors
Excellent customer service is crucial for a thriving business. But many businesses run into these common customer service issues:
- They don’t have a human on calls, so no one is there to help customers when they call in.
- If they do have a live voice, that person doesn’t have the skill to provide for the customers. The customer gets put on hold and eventually transferred, often to the wrong person.
You can solve each of these customer service issues by bringing in a well-trained virtual receptionist who is knowledgeable about the business. Find a reputable service that you can trust to handle your customers’ issues.
Keep Your Customers Happy
You want customers and prospects to end their calls with a smile when they’re talking to your business. Not a feeling of frustration ( which we’ve all had that feeling from time to time when trying to contact businesses).
A well-trained real human response solves that problem and keeps as many callers as happy as possible. This increases the odds that they’ll stay loyal customers, and also makes it more likely that they’ll refer other people to your product/service.
The Easy Live-Voice Solution
So, how can you easily ensure that your company has an actual live voice? Well, the easiest and most cost-effective way is to bring on a virtual receptionist.
Virtual receptionists can handle all of your calls 24/7, and make sure that your customers and prospects are never forgotten when they call your business. And best of all, they’re a much cheaper investment than a full-time in-person receptionist.
Move Forward with Nexa Receptionists
Your business should have someone answering the phones at all times – even outside of regular business hours. We’ve laid out the reasons why here. To sum it up, it shows your customers that you care, and it’s also more professional.
The easy solution to having a live voice for your company is a virtual receptionist. Virtual receptionists can handle the phones 24/7 and are much less costly than full-time receptionists.