Miami, FL, USA / January 12th, 2019/
The past few years have seen many companies make huge advances and spend vast amounts of money attempting to take the customer experience to the web. Most major banks now offer online banking services, and smaller businesses are now making the switch to help customers contact them online or make purchases directly from e-commerce sites.
Despite these advances, studies show that customers still have more trust in a telephone-based system, and the majority of them will still opt to call and talk to a live agent rather than use an online system or website to find what they’re looking for.
According to studies carried out in 2017, 80% of customers confirmed that they believe speaking to an advisor over the phone is the most efficient way to get their queries dealt with.
As a result of this, businesses are having to find ways to maintain and evolve their answering services to make them affordable and run efficiently alongside their online customer care systems.
To do this, a lot of companies are choosing to implement virtual answering services, which allow the companies to collect the required data from customers in order to direct their calls to the right department before they get a chance to speak to a live agent.
According to Dean Burnett from The Guardian “Technology is a wonderful thing..., and it makes economic sense for companies to automate the time-consuming elements of running a business.”
However, for smaller businesses, virtual answering services may be inefficient and inadequate as they require a live agent to be waiting to answer calls once they’ve been directed to the right department.
To combat this, live answering services for small businesses are growing in popularity, as outsourcing call answering is often the most cost-effective way of managing queries from customers who prefer to use the online system.
However, the question remains, will companies manage to gain consumer trust in online systems in order to make returns on investments made? Or will answering services continue to grow and evolve to manage customer outreach for businesses?
If you’re interested to find out more about answering services available for small businesses, you can find guides and lists of the best answering services for small business at https://cleverleverage.com/ .
Source: Clever Leverage