When a business encounters operational issues, customers don't just want answers as quickly as possible – they desire comprehensive answers. No one appreciates being left in the dark and not being told why service was disrupted.
Working with a live answering service will prevent this negative outcome from happening. While it can't guarantee continuously flawless business days, an answering service will ensure that consumers can always be put in touch with a real person through either phone, email or text messaging services.
On Thursday, United Airlines experienced a minor bump in its service, as a computer glitch caused delays on flights across the country. The outage only lasted about two hours, and service resumed by 10 a.m., reported the Associated Press.
United was unable to say how many flights were affected, but company spokesperson Rahsaan Johnson told the news source that few, if any, flights were actually cancelled.
"You are dealing with a huge volume of traffic and a huge volume of plane movement," CBS News travel editor Peter Greenberg explained in a CBS article. "It's not just the reservation system. It's the entire system that deals with where planes are and where they need to be, where crews are and where they need to be. Once you get crews out of cycle and planes out of schedule, that's when the system falls apart."
ABC News reported that some angry customers took to social media sites, like Twitter, to vent their feelings. Judd Shapiro of New Hampshire told the source that he was simply told by agents at Logan Airport in Massachusetts that planes could land but not take off.
Even with a quick recovery, it's important for businesses to keep customers informed throughout the entire process. Partnering with a third-party answering service creates a two-way communication outlet for consumers, allowing them to ask questions and receive comprehensive answers.