Texting has become a more popular form of communication over the years. With more individuals owning smartphones and other mobile devices, it’s faster and easier to type out an email or text rather than waiting for someone to pick up a phone. This is an important factor for businesses to consider when trying to create quality customer service.
Strong internet services are important to have, in order to reach customers that seek out contact through email. However, comprehensive care should still include representatives over the phone. Even if fewer consumers choose that option, a company needs to be available through multiple means so they can provide the best possible customer service.
According to data from Vodafone, a telecommunications firm, the average duration of phone calls on its network has halved in five years. People now talk for around one minute and forty seconds, rather than over three minutes.
Ron Strandin, CEO at Envision, said in an interview with CMS Wire that oftentimes when a customer picks up the phone, it’s a last resort. They have an issue and need to get it resolved as soon as possible. Especially in this digital age, social media is often where consumers go first to voice frustrations or reach out to a business. However, it can be difficult to receive a response through Twitter or Facebook.
“It isn’t that making phone calls will become obsolete,” the article said. “Rather, it’s that companies need to ensure that before the customer picks up the phone, they’ve done all that they can to ensure a quality customer experience.”
When an organization partners with a live answering service, they are ensuring that every phone call, email or text message a customer sends is given a thoughtful and helpful response. Not only do more options ensure a consumer can reach a representative, but when those options are backed with quality care, it can keep customers coming back.