Fast food, fast internet, fast access – is it any wonder that consumers today value the speed of service above all other factors? A recent survey reinforces that reality, underscoring the need for businesses to partner with a virtual answering service that can ensure customers are served without delay.
NM Incite, a surveyer, spoke to social media users and found that 33 percent of respondents would rather receive a quick but ineffective response from a customer service representative. Only 17 percent said they would prefer a slow but effective solution, which was even fewer than the number who said they would be fine with no response at all – 19 percent.
Business owners may scratch their heads at this line of thinking – who would rather receive no answer than one that is actually effective? However, more than anything, the report is evidence that consumers today require speedy service, and businesses need to be sure they have the ability to satisfy that need.
"A lot of companies haven't reorganized their businesses to execute, manage, and measure social care strategically with well-trained staffs," read a report from the Harvard Business Review, commenting on the study.
Business owners should partner with an answering service that offers multiple ways for consumers to get in contact with a company. A professional online answering service can satisfy the need for immediacy that is increasingly important to Web-savvy consumers, while also providing courteous, thoughtful assistance.
Professionalism is crucial, because despite what respondents in this particular survey said, an ineffective customer service experience is still a negative one, and one that could shed poor light on the company being represented.