In today’s world of instant gratification, it should come as little surprise that customers appreciate it when a company can acknowledge their question as early as possible. That’s why a 24/7 answering service can be so crucial to a company’s customer service strategy, providing a professional who can answer a call and provide instant support at any time of the day.
A recent survey showed that customers appreciate the concept of speedy support. Even more critical may have been the finding that 71 percent of customers internationally expect to be able to speak to a customer service representative within five minutes of making a purchase. In the U.S., that percentage jumps to 81 percent.
This desire for quick customer service turnarounds challenges the responsiveness of businesses of any size, but particularly small companies. Mom-and-pop retailers or startups may simply lack the manpower to answer customer calls when the business is closed, and if they do attempt to stay on the phones, the responsibility could take away from other critical professional and personal tasks.
However, an answering service can be a cost-effective solution to this problem. Staffed with friendly, courteous and professional representatives, call center answering services can ensure customer queries are addressed immediately, providing the type of responsiveness more consumers today expect.
This type of speedy service is especially critical for businesses at a smaller scale, since strong customer service is often a differentiator for customers when deciding to patronize a mom-and-pop shop over a big-box store.
Most consumers desire the type of personal attention they can receive from a smaller business, and an answering service can help these companies leverage that advantage while still addressing customers’ need for quick response times.