Small businesses have many logistical obstacles to overcome in order to achieve success. For example, while it is crucial for a small company to capitalize on every sales opportunity that comes in, it is difficult to ensure that every incoming correspondence is successfully addressed by a service representative.
Moreover, without the resources to staff the kinds of extensive sales and service departments that characterize larger enterprises, it may be virtually impossible for a small business to deal with inquiries and orders coming in through digital channels as well as the volume of calls coming in through the business' telephone line.
Failing to juggle all of these tasks successfully could have significant consequences for a small company. For example, according to a recent study analyzing call patterns, clients that were unable to reach a live person and were instead presented with the opportunity to leave a voicemail on an answering machine were 82 percent more likely to hang up than if someone responded.
"When I call a business I want to speak to a live person, and almost everyone else does too," said one of the study's researchers Dave Zimet. "But, just how important this is for businesses amazed me."
This means that the value of having customer service representatives is of paramount importance lest a small business lose out on countless chances to generate new business and customer loyalty.
So what is a small company to do? In order to ensure that 100 percent of inquiries are answered without straining a budget, it would be wise for small business officials to partner with an answering service. Because these professionals only charge for minutes spent actually addressing and relaying customer correspondences, a small business will not be forced to pay full time salaries and benefits.
But, with knowledgeable representatives available around the clock, a small company can rest assured that potential clients are not being lost without due cause.