In the wake of the digitization of American culture, citizens have come to develop expectations of immediacy for virtually everything. If a person wants to buy a product, create an appointment or make a discovery, all of this can be done instantaneously using any number of advanced technological tools.
Considering the culture of immediacy that's manifested in the United States, it comes as no surprise that a business' customers are no longer satisfied with endless waiting periods just to ask a live customer representative a simple question.
As such, the tides of the customer service industry are evolving with technology to provide customers with information access whenever they want it and however they want it.
For example, while answering services responding to customer inquiries and concerns could formerly only do so via the telephone, modern answering services can utilize platforms like instant messaging to log instant responses.
Moreover, with technological emphasis becoming increasingly mobile based, the best answering services have embraced text messaging to send a customer a simple answer within minutes of the initial inquiry, as if the customer is corresponding with a smart friend.
Even more compelling is that tech-savvy answering services are emphasizing the necessity to connect consumers with locally-based representatives rather than routing them to a foreign call center. With this formula, their is less risk that a customer receives poor information because of a lost context or a language barrier since the local reps will be trained to be optimally plugged into relevant consumer issues.
Therefore, businesses looking to relieve in-house staff burdens by outsourcing customer service to a third-party answering service would greatly benefit from researching those organizations that not only provide assistance via the phone, but also through text, instant messaging, e-mail and other technological mediums.