A lot of online customer services probably manage to get a consumer's particular problem solved, but is this the same as leaving the concerned person feeling satisfied and content? It's not necessarily just about giving the person the answer he or she is looking for, although that's part of it. Your company can endeavor to actually find a way to make these connections worthwhile, so that customers end the call feeling confident and content as opposed to merely relieved.
Several people are preaching this approach, including Mikkel Svane, the founder of Zendesk, who espoused bits of his personal philosophy in a recent TechCrunch article.
"What has happened over the last five or six years is that the notion of customer service has changed from just being this call center to something where you can create real meaningful long-term relationships with your customers and think about it as a revenue center," he says.
Happiness may not seem like a concrete thing that one might consider ROI, but it contributes a lot to the way that someone thinks of your brand, and it can be communicated most immediately with earnest answering services. Your company should employ professionals who naturally pursue a greater outcome in the interactions they have and don't need to strain for it to happen.
This can be found easier than you might think with outsourced answering service that know their way around any customer concern. Just remember that the goal can be more than just an immediate fix, and if you reach it, it will make those customers more willing to call back later.