A very important part of any business is its customer relations or what is popularly called customer service. This involves the way the business communicates and relates with their clients especially when the customer requests information or when they need to resolve issues that they may have.
One of the several ways that customers are able to reach a business is through a 24-hour phone in service. This means that at any point, whether during the day or at night, a client is able to reach the company for consultation or for resolving an issue.
Let’s not also forget the fact that some businesses are international and have customers in different time zones. Companies with global customer base domiciled in a particular location do not necessarily have to shut down even when their physical offices close.
At other times, your customers may not have the luxury of time to call until they are off work so they do that much later in the day when they get off.
One fear that most small businesses may have is the cost of having a 24-hour phone answering service. Having to set up infrastructure and pay staff could be daunting but not to worry, there are 24-hour phone answering services that are available to represent your company.
A phone answering service provider uses customized scripts as well as screens that are designed specifically for your company and in that way they work as an extension of your company. They will record each call detail and provide you with a detailed report regularly.
You can check out how it works in this article.
Benefits of a 24-Hour Phone Answering Service
In the competitive world of business, hiring a phone answering service gives you not only a competitive edge but it helps you to be more efficient, effective, and to retain your clients.
Below, we consider some of the benefits associated with this.
Improved Customer Relationship and Retention
The backbone of any business is its customer or client base. No matter how good your service or product is – you may even have the best and most efficient facilities, without customers, you cannot thrive.
To this end, keeping customers happy is of great importance so that they keep coming back and with good customer service and relationships, you will be able to do exactly that. But if your customers feel that they cannot reach you easily or promptly, they may get dissatisfied and switch allegiance to another business.
Having a 24-hour phone service helps your clients to receive rapid responses as well as solutions to their issues. They get better user or customer experience and this invariably helps to improve relations with them as well as help to retain them. You will find how this helps customer retention here https://boomtown-98898.medium.com/retaining-customers-with-a-business-phone-answering-service-538375b8c32e.
Grow Your Business and Generate More Revenue
When your clients are happy, they stay with you. Not only that, but they also refer your business and invite their friends and family to patronize you thereby causing your business to grow.
Another way to see this is that when people call a business it is not like a machine answering service where they leave a message for you. They simply move on and this may mean that you may have lost the customer especially if it is a potential customer.
Customers are more confident when they can reach you and get their queries answered at any time. This goes to show that you care about them and they patronize you more often. They will also help increase your client base by introducing more people to your business and in turn, you get more revenue.
Better Productivity
Answering phones can be quite distracting and time-consuming and you do not want to spend a chunk of time that you could use for more productive things to be doing so.
Outsourcing a businesses’ phone answering department not only makes it accessible all day but also allows the staff to concentrate on other pressing matters. Resolving issues can take a lot of productive time. Even if you decide to have a dedicated team to do this, you will still need to perform oversight functions that can take you off what you should be doing.
There is also the infrastructure part of it. It takes a lot to set up a 24-hour call centre service. You will spend less outsourcing it and money that you will use to set this up can be ploughed into other aspects of the business for greater productivity.
Professionalism
Another benefit of having a 24-hour phone answering service is that it shows that your company is professional in many ways. It reveals a level of care for your clients and their needs.
In addition to this, because phone answering services hire and also train certified, disciplined as well as experienced professionals, they handle each customer with care no matter the sentiment or emotion. They do not fly off the handle and let their emotions get the better of them when a customer is particularly trying.
Doing this by yourself; hiring, training and monitoring teams can be challenging but phone answering companies have all the human and physical resources to easily achieve this.
Positive Reputation
Reputation is key to any company and people will want to only patronize a business they can trust and that they believe is reliable.
Having a 24-hours phone answering service not only gives the impression that your company is competent, but it also helps to build trust and confidence. It gives legitimacy to your brand, improves its image as well as make it look bigger.
If you need more information, you can go on InterconMessaging.com to learn more about this.
Conclusion
The benefits of great customer service cannot be overemphasized and a big part of that is the availability of a 24-hour phone answering service for your clients to reach you whenever they need to.
It is tempting to want to set this up by yourself but as you have seen from above, there are plenty of benefits to hiring a company that can handle that aspect of your business for you instead.
