Three Ways to Improve Customer Service and Retention
Customer-centric organizations benefit from improving their service delivery through the use of a professional call centre.
Generally speaking, businesses of all sizes aspire to be as responsive as possible regarding customer service but need a solution to streamline their processes when communicating effectively.
In this day and time, it's vital to be available to callers when they call your office, regardless of what time of day it is.
Below, we list three ways to improve customer service and increase customer retention by outsourcing telephone answering services to a professional call center.
1. After-Hours Support
When callers reach out to your business after regular business hours, having an after-hours answering service ensures immediate response. You now have the option to expand your availability 24/7.
When existing and potential customers call, they're looking for an immediate response no matter what time of day or night it is. The internet gives access to detailed information about your business, including operating hours. Thus, consumers expect 24-hour responsiveness from your end.
Callers who receive responsive service and have the opportunity to speak with a live person will likely convert into new customers. With an after-hours answering service, you can create new opportunities to increase customer loyalty — all of which improve the overall customer experience and leads to retention.
2. Never Miss A Call with Call Overflow
Long hold times increase the risk of call abandonment, and we don't know of anyone who can lose an opportunity to gain more business. A call overflow answering service is an affordable solution for handling high call volume, especially during peak times like Harvest Season.
A 24-hour live answering service can assist you with reducing hold times. As an extension of your office, callers won’t have to wait on hold for your in-house staff to answer. Calls can easily be redirected to professional call agents who are ready to answer your phones.
Custom call scripts easily guide agents through all types of calls. This ensures your callers have a wonderful experience with your company, especially when your employees can’t answer fast enough.
3. Use a Professional Answering Service
If you understand what frustrates callers, you may want to consider transitioning your telephone answering to a professional call answering service.
People call businesses for a variety of reasons, and we all know that callers want instant gratification. Understand that time of day doesn't matter to them. The expectation is that you're available, and if you're not, they will call your competition.
They need help with an issue
They have general questions
They need to make an appointment
In some cases, a chat service can work effectively, but most people want to talk to a live person. They want personalized service, and they want it now. So, with that said, it's essential for business owners and managers to be responsive, especially when they aren't available. This is achieved by hiring a top-notch answering service like Intercon Messaging to fill this gap and help you improve responsiveness.
Ready to Increase Your Customer Retention?
Let’s Connect. As a multiple award-winning business, Intercon Messaging is here to help you improve your customer service. For more information, visit this link or call us at 1-866-605-2558.