When a company decides to use a phone answering service to save money and increase customer satisfaction, it has to decide what type best suits its individual needs. Many businesses choose automated services where callers press a series of buttons to get the basic information they need. Others choose a live answering service where trained operators talk directly to customers to assist. Which one your business decides to use is based on many factors: cost, capability and customer satisfaction.
Cost and Savings Comparison
The less service you pay for, the cheaper it will be. Automated phone packages, in general, cost considerably less than systems with live operators. A major benefit of automated ones is that they are always available twenty-four hours a day, 7 days a week. Live services go up in price depending on the amount of hours and days you want.
Base price must be combined with potential income to get a true measure of worth. Will 24/7 phone availability lead to increased sales? Individual companies may want to try both live and automated services and chart profits during those times to see which is ideal for them.
When a customer or client calls an automated phone service, they are greeted with a set statement about the business and a menu of options. Depending on the type of company, these options can include basic information about the company, business hours, special offers, order or payment status checks and an option to record a message. Immediate issues or any desired changed cannot be taken care of, and this may concern the caller.
A well-trained liver operator can do all this and more. Working with various scripts given by the company, they can solve more problems and maintain a professional and personal relationship with the customer or client. They are the voice of your company when no one is in the office, and can help increase customer satisfaction.
Customer Satisfaction Comparison
Determining whether a particular customer prefers a quick and direct line to the information they seek by making menu selections or whether they prefer having a conversation with a live operator can be tricky. Statistically, more people state they would rather talk to a real human person on the phone, as long as they speak English clearly. Automated programs have their place, and it all depends on what type of information needs to be shared during the call.
Customers checking the status of an order, getting basic information about business hours, current sales or offers, and leaving messages are all things that are easily handled by an automated system in less time than it would take to talk to a person. Problems with orders, discussing contracts or negotiating prices need a live operator to take the information correctly or to transfer the call to the right person. Customer complaints should always be handled by a live business phone answering service if you want to ensure satisfaction.
Any business has to weight benefits and detriments when choosing a live or automated telephone package. While automated systems can save money overall, paying for live operators can increase customer service benefits and may result in more orders. The type of answering service that suits your company’s needs best is an individual decision.
Flat Rate Business Phone Answering Service