In the digital age, many companies are relying on technology to field customer questions and concerns. However, technology will always be subject to issues, as the internet connections and servers call respondents use can temporarily become unavailable. This in turn can create a very frustrating experience for a customer trying to find a few simple answers.
When customers are frustrated, it negatively impacts a business. For example, a recent survey by Click Fox showed that 70 percent of respondents would report a negative experience to others.
As such, having a friendly human handling customer service is still as important as ever. But, how can a company ensure it can handle a high volume of customer concerns effectively? One traditional option is hiring a secretary. However, with the amount of time the secretary will spend handling other duties away from her desk and the high cost of a full-time employee earning benefits, it may be more efficient and cost-effective for businesses to outsource this task.
A company should therefore consider having its customer service needs handled by a third-party answering service. An answering service can not only take calls in the traditional sense, but also record customer correspondences and send them to clients as an MP3 when difficult customer cases arise. Modern answering services can also relay messages to clients via e-mail and text message, depending on the client's preferences and schedule. This will minimize the expenses of an in-house staff while ensuring every customer is treated as a top priority.
Consequently, all of a business' customer service needs are met satisfactorily through a third party who simultaneously keeps the business up-to-date every step of the way. Answering services should therefore be considered a viable solution to the customer service needs of companies of any size or industry.