Is your customer service approach really working?
No business owner wants to miss out on an opportunity. To that end, many businesses are turning to outsourced solutions to ensure. And chief among these new solutions is the answering service. However, with so many options available, selecting the right answering service for your business can be a daunting task.
Choosing the wrong service can lead to missed calls, poor customer service, and even lost revenue. In this article, we’ll provide you with a comprehensive guide on how to choose the right answering service for your business, ensuring that you make an informed decision that meets your needs and objectives.
What is an answering service?
An answering service is a company that helps other businesses handle their phone calls. This saves business owners a lot of time and ensures their customers always get a professional and helpful response. According to IBISWorld, the answering service industry has been growing steadily over the past few years, and it’s now worth around $5.5 billion. That’s a lot of phone calls!
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How does an answering service work?
An answering service is a business solution in which a third-party answers and relays messages on behalf of another business. When someone calls, the answering service picks up and handles the call just like a real receptionist would.
They can take messages, transfer calls, or even provide basic customer service. It’s like having a whole team of friendly people answering the phones for you!
The setup process is simple:
1) Tell your provider about your business
2) Start forwarding your calls
3) Get instant notifications on-call status
And according to a study by Clutch, having a live operator answering the phone makes your business look more trustworthy and reliable to customers. That’s a big win for any business!
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Choosing an answering service
When it comes to choosing an answering service, there are a few things to consider. First, you’ll want to decide what type of service you need. Live operator services are great for providing a personal touch, while automated services are more cost-effective. Hybrid services offer a bit of both. Next, you’ll need to look at the pricing models. Some services charge per minute, while others charge per call or have a flat monthly fee. It’s important to figure out which one works best for your budget.
You’ll also want to make sure the service is available 24/7 and can respond quickly to calls.
According to a survey by Clutch, 80% of customers expect an immediate response when they call a business. Finally, think about scalability. Will the service be able to handle an increase in calls as your business grows? These are all important factors to consider to choose an answering service that’s right for you.
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Assessing your business
Before selecting an answering service, it’s important to figure out your business needs. First, take a look at your call volume and patterns. How many calls do you get on a daily basis, and when are they coming in? This will help you determine what type of service you need and how much you can expect to pay.
Next, think about your business needs and objectives. Do you need someone to take orders, set appointments, or provide basic customer service? Finally, identify the features and functionalities you need from the service. For example, do you need call forwarding or voicemail?
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According to a study by Small Business Trends, 75% of customers think it takes too long to reach a live agent when they call a business. So, it’s important to choose a service that can handle your call volume and pick up the phone within a certain number of rings.
When choosing an answering service, there are a few key features to consider.
- First, you’ll want to look at their call-handling capabilities. Can they follow a script, route calls to the right person, and take messages accurately?
- Then consider how many calls you need them to answer, and when. Do you need a full 24/7 solution or just someone to cover evenings and weekends?
- Next, consider the technology they use and how it integrates with your business. For example, do they have a mobile app, or can they integrate with your CRM system? According to a survey by Vonage, 60% of businesses are expected to use a CRM system by 2025.
- Finally, quality assurance is important. You’ll want to make sure the service monitors calls, provides feedback and reporting, and trains their staff to meet your business’s standards.
In fact, a study by Zendesk found that 87% of customers think brands need to provide a more consistent customer experience. These features can help you choose an answering service that meets your business’s needs and provides a great customer experience.
Read more: small business answering service
What to avoid in an answering service
When looking for an answering service, there are a few things to avoid.
- First, don’t choose a service solely based on price. Cheaper doesn’t always mean better, and you don’t want to sacrifice quality for cost.
- Next, don’t neglect customer service. You want to make sure the service you choose can provide a great experience for your customers, whether it’s taking messages or providing basic customer support.
- Finally, don’t ignore scalability. You want to choose a service that can grow with your business and handle more calls as you expand.
According to a study by Techjury, 50% of customers will stop doing business with a company because of poor customer service. So, it’s important to choose an answering service that meets your business’s needs and provides great customer service.
In today’s business world, having a reliable and efficient answering service is essential to keep up with the competition. But with so many options out there, choosing the right service can be overwhelming.
However, by considering factors such as the type of service, pricing models, availability, and scalability, you can make an informed decision that meets your needs and objectives. It’s also important to assess your business’s call volume and patterns, needs, and objectives to identify the features and functionalities you need.
When choosing an answering service, it’s crucial to avoid solely basing your decision on price, neglecting customer service, or ignoring scalability. Remember, poor customer service can cause you to lose up to 50% of your customers. So, choose wisely to ensure your customers receive a great experience that will keep them coming back.
Book a free consultation with our team today to find out how AnswerConnect could power your customer service to the next level.