Nowadays, customers are used to getting their questions answered right away, no matter what time of day it is. And while it’s nice to let customers call you to get their questions answered, answering the phone can get in the way of your main business activities. Fortunately, you can outsource this customer service task to a phone answering service and reap a variety of benefits.
Focus on Core Activities
While you could have your employees answer the phone during business hours, they probably won’t excel at customer support if that’s not their main job. When you let someone else handle the customer service, your team can focus on their core activities instead. Whether that’s helping customers in person, creating new products, or providing technical support, your employees can focus on what they’re good at and what makes money for your business.
Assuming you’re fine with taking care of customer service in-house during business hours, that still doesn’t provide your potential customers with 24/7 access to someone who can help. A phone answering service can cover the phone around the clock, whether it’s nighttime, the weekend, or a major holiday. This allows your employees to take a well-deserved break and return to work the next day without having to catch up on voicemail messages from the day before. Your customers will also enjoy the fact that their issue is taken care of right away, especially if it was an emergency for them.
Better Customer Service
Technically, anyone can pick up the phone and help a customer on the other line. But not everyone is good at it, especially if calls keep coming all day long. If you don’t want to train customer service staff to handle these calls, it’s best to outsource the task to experts. This ensures that your customers are getting the support they deserve. And even though the customer can’t see who they’re talking to, you can tell if the person on the other line is smiling and happy. When you outsource phone support, your customers always get better customer service, and word will spread.
Depending on the type of products and services you’re selling, you may need to offer phone support to make the sale. If you use a live answering service in Austin, TX, to answer questions about your company in real time, you may even see an increase in revenues. This is especially the case with customers who are looking for solutions outside of regular business hours. When they can talk to you anytime, they’re more likely to do business with you than with your competitor.