Hi, this is XYZ (business name) how can I help you? As you may have read this, the familiar phrase must have taken you back to the time when you last had to call up the customer support of a business. Phone answering services are an integral part of the customer support process that every commercial organization has to run necessarily.
Why It Matters?
Well, why will it not? This process helps millions of customers all across the globe to get in touch with businesses across diverse verticals. If businesses will not receive the queries and resolve issues of customers diligently then they will lose them sooner or later. Irrespective of how perfect their product or services are, loose ends at customer service and especially phone answering segment will be an obstacle in the path of a business’s growth and success.
As we entered the digital age, customers moved to new platforms to get in touch with businesses. The evolution of social media enabled customers to efficiently communicate with organizations and even leave their feedbacks as reviews online. This led to an increased number of enterprises shifting their customer support to multiple channels.
Today, if you want to register a complaint about a faulty product or have a query about certain services, you have multiple channels to connect. You don’t have to rely on phone answering services and wait on call to get in touch with an agent. All you have to do is DM (direct message) on the business’s social media handles on channels like Twitter and Instagram.
As soon as an agent will go through your query, he will immediately initiate the required action or will answer the query. Multichannel support has immensely helped businesses in reducing the call volumes that spiked frequently before social media channels were deployed by businesses to get in touch with customers.
In fact, multiple channels have helped businesses in handling more customers efficiently whilst also reducing the investment required for human resource allocation. Earlier, when the customers had just phone answering services to avail, businesses had to invest a lot in putting live agents on call.
By moving the support to multiple channels, businesses have witnessed an increase in customer satisfaction and retention rates. This, of course, is the product of an exponential increase in businesses tending to customers diligently; handling queries and issues efficiently.
Phone Answering – Why Will It Not Extinct?
Irrespective of the fact that businesses are now increasingly depending on multichannel support, phone answering services will never lose relevance. The reason behind this is the fact that these services enable businesses to accomplish a varied range of tasks, as enlisted below.
Customer Support – The major function accomplished via optimal phone answering services is rendering support to customers, in case of a discrepancy or query. Support functions enable enterprises to attend the customers diligently on call to resolve issues and answer queries.
Appointment Scheduling – This is also one amongst the functions that businesses tend to accomplish via phone answering support. This support function is specifically applicable to businesses in the service industry.
Order Processing – Another major support function that depends on phone answering is that it helps commercial organizations in processing orders and ensuring that all the associated information is stored in the system. Apart from this, it also enables expeditious fulfilling of orders.
Lead Collection – Callers who put up queries while interacting with live agents can also be converted into potential customers or leads. This is the reason why agents in call centres are trained to not just answer queries but also convince the caller to avail certain services or buy products.
Feedback Accumulation – The main function of support functions like phone answering services is to answer queries and tend to unsatisfied customers. However, these services are also deployed to amass feedbacks in order feel the pulse of the customers and modify the processes and products accordingly.
These are just a few of the functions that businesses accomplish by simply putting live agents on call. However, they sure are enough to elaborate on the significance of phone answering services; in spite of the fact that digital platforms AKA social media is rapidly transforming customer support in the business world. Phone answering, irrespective of how much we advance in the technology world is a dependable and efficient way to offer customers support and services.