Does your business need a live answering service? Now you can deliver better answering service to your customers and grow your business! Make sure your clients are being treated like the valuable customers they are.
It’s estimated that about 80% of companies that offer strong customer service overshadow their competitors. Today’s customers are looking to spend their money on goods and services from companies that offer the customer experience they’re looking for. Many businesses lose potential customers when they route them through a phone tree or voicemail. The solution to this problem is simple; live answering service ensures that this does not happen.
Are your customers happy when they hang up the phone, or are they frustrated? Did they obtain the answers or information they were looking for, or did they get the runaround and leave you with a poor impression of your business in their mind? Let Answer United’s live agents take care of your customers and address their
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concerns. They’re focused on the core aspects of your business and will provide world-class answering service to meet the needs of every caller. Your calls will be answered quickly and politely.
Answer United will greet your customers with a smiling voice, warmth and friendliness, just as you would want them to. Your customers have a great impression of your business, but will also experience satisfaction because all of their questions will be answered and their issues will be resolved before they hang up, just as if someone from your own company had taken the call.
When a call comes in to your company it will be routed to the first agent that is available from Answer United. All of your company’s relevant information will come up on their screen before the call is even answered so the agents can do their job well. Answering service agents receive extensive training to ensure that they can accomplish their tasks for your company; they are competent, professional and capable of delivering the performance expected of them.
Take a look at some of the extensive features offered by Answer United’s live answering
service: - Answer United answers most of the calls within the first three rings, providing you with increased response times. - Answer United’s waiting times are close to zero, and your valuable customers will never be put on hold. - Competent and professional agents address your customers’ needs and provide them with effective solutions. - Calls can be recorded for future reference. - Custom Scripting for all accounts, so agents can represent your company in the way you expect them to. Investing in live answering service will decrease your operational expenses, freeing up your employees to better do the jobs that they do best. Operational expenses should be kept as low as possible. If you’re having to recruit employees from other areas of your company to answer phones during busy hours it’s time to make a change. Best of all, when you outsource your calls to Answer United, there is no equipment to purchase and no installation of complex equipment. Their live answering service will work remotely and virtually, meeting every need. Why not get started now? You have everything to gain from offering your customers exceptional phone service that will outshine your competitors. Make sure a smiling voice greets your potential customers, with live answering service that will put a smile on their face as well. Call Answer United at 800-937-5900.
When American Express first came about, it would fit the assumed picture of a typical call center: a tall building filled with thousands of service agents aligned on every floor. For years, a typical work-day for each employee consisted of repeated, recorded, scripted, and timed phone conversations. Today, though, it is a whole new world. Today, no two conversations are the same. American Express finally realized that opening the gates and allowing employees be themselves would sell more product than ever before.
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
Comcast Corporation is a company that specializes in cable networking and high speed internet access for residential and commercial customers. “Comcast Creates More Than 5,500 New Jobs as Part of Multi-Year Customer Experience Transformation” (Comcast.com, 2015). I spent a total of three years working for them in a call center atmosphere before relocating my family. This job was one of my most memorable and enjoyable mainly because they followed the management practices which allowed everyone to function efficiently. Nominally “The primary function for most call centers, also known as ‘inbound’ call centers, is to receive telephone calls initiated by customers. Inbound call centers typically spend 60–80% of their budget on staff members who handle phone calls” (der Horst, et al., 2012, 435). My days were spent with between eight to twelve hours a day attached to a desk and phone system monitoring all aspects of job performance. Comcast “today announced a new, multi-year plan to reinvent the customer experience and to create a culture focused on exceeding customers’ expectations, at all levels of the company. The plan centers on looking at every decision through a customer lens and making measureable changes and improvements across the company” ...
What is true 100% of the time, however, is that when a customer reaches out for service, she wants to be heard and feel like the person on the other end of the conversation truly understands what she’s going through. Customer service can’t always deliver solutions, but it can always deliver empathy. The impact of customer emotions cannot be ignored. Remember that customers who contact support have tried everything else themselves already. As a live service rep, you are their last hope before they give up—maybe on
Frequently when we hear the word “Comcast” the general norm is how appalling their customer service is. To gain customer satisfaction Comcast should focus more on how to gratify rather than how to outsmart their competitors. Rather than boasting about the “lightning fast” internet, encourage an appealing customer experience. Because of the continuous amount of complaints received Comcast needs to consider improving their customer service.
Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have many skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service. However, being known for good customer service will attract customers. It will also attract customers who are usually hard to reach.
In many business industries such as retail, sales, and manufacturing, customer service is a must. If the mentality of ‘the customer’s always right’ didn’t exist then these industries may not have very good success with customer service. It doesn’t always mean all customers are right all the time but it gives them the ability to work through their differences and make the customer
The virtual assistant is flexible to allow a live receptionist answer to customer call during business hours before any automated greetings and plays the menu. It is also possible to customize the virtual receptionist to forward calls to a certain extension, record and upload custom greeting for the company and have it played continuously or as the virtual assistant dials t...
Service: Unilever works quite closely with the customer to ensure customer satisfaction and also to understand the trending needs of the customer.
Answer all calls on time: Most of the clients are annoyed with call taking too long and going unanswered. One of the best practices in the call centre customer experience is to answer calls by the third ring. Where possible set a self- serve service where customers can get solutions from automated services. This frees the call centre agents to take care of issues that are not too common.
Our interactions with the customer, the promises made to the customer in these conversations, the customer's expectations generated in these conversations, and the actions we take that are consistent with those expectations combine to produce a declaration of satisfaction when we ask.
- the customer thinks that company is good at customer service and has a clear circumstance.
Many customers can manage their accounts without human intervention, and although many older people consider this appalling, younger generations feel empowered by the ability to manage their accounts 24/7. Even though direct engagement might only occur when there 's a problem, that doesn 't mean that company staff don’t communicate with customers. Emails, text messages, marketing incentives and two-way communications are enhanced by an automated platform. People still communicate in B2B sales; it 's just done differently and more efficiently instead of playing phone tag or leaving messages with harried staff
A call center is a central customer service operation where agents (often called customer care specialists or customer service representatives) handle telephone calls on behalf of a client. Clients include mail-order catalog houses, telemarketing companies, computer product help desks, banks, financial service and insurance groups, transportation and freight handling firms, hotels and IT companies.
Companies differ widely in their approaches to complaint handling and in the importance they attach to this element of serviceability. Some do their best to resolve complaints; others use legal gimmicks, the silent treatment, and similar ploys to rebuff dissatisfied customers. Recently, General Electric, Pillsbury, Procter & Gamble, Polaroid, Whirlpool, Johnson & Johnson, and other companies have sought to preempt consumer dissatisfaction by installing toll-free telephone hot lines to their customer relations