Different customers are going to have different needs. It's important for businesses to be aware of that fact and take the time to integrate that into the service they give to consumers.
For example, some individuals will prefer speaking with a representative over the phone, while others would rather communicate through text messaging services. Regardless of which one is more popular, it's important for companies to find ways to cater to both types of customers in order to stay profitable.
The website Folio recently reported on a similar instance. The magazine industry is trying to find ways to integrate digital news with print media. Many readers still desire a physical product, but some want to read stories on their laptop or tablet.
The American Magazine Conference 2012 brought industry experts together to try and find ways where all aspects could work together in order to supply the best material possible for readers.
Russ Grandinetti, vice president of Kindle Content for Amazon, spoke about the importance of multiple types of devices being able to reach out to readers. For example, Christopher Hitchens' wrote a 15,000-word Kindle Single article about Osama bin Laden's death. The piece was made available in tablet form before print, giving readers more options.
"The best way to predict the future is to invent it," Grandinetti said at the conference. "You’re only going to be constrained by how good your ideas are."
In much the same way, a live answering service can help a company reach out to its customers. In an age with technology increasing more each day, and more individuals accessing the internet through smartphones and tablets, online customer services are growing in value for businesses. Providing that option to consumers shows them that an organization is willing to go the extra mile for them.