Customer service is a complex task and not every business has the resources to fulfill customer requirements on its own. Many businesses end up taking professional help from third-party firms, and that’s the right way to go about the situation.
In this article, we help you figure out when exactly you should opt-in for third-party help and partner with a phone answering service.
Let’s get started.
When your customer service team cannot do enough
The first sign is that your team has a hard time dealing with the intense number of support requests coming in. Your team is only working a single shift in the office, but you keep getting calls after work hours too. When this happens, you will lose valuable contact opportunities with your new potential customers.
If this is the problem you’re going through, you might want to look into a virtual receptionist service. By partnering with a virtual receptionist service, you can make sure you don’t miss any opportunity to get in touch with potential customers.
When your company has identified a time of greatest demand
Customer demand is not uniform throughout the year. Sometimes, sales and customer queries are coming in scarcely. At other times, customers may be getting in touch with you very often. As obvious as it may sound, you need to have better resources to deal with the overwhelming number of calls and messages coming in.
If you can’t afford to have enough customer support agents inside your office, you may want to partner with a phone answering service. Doing so will enable you to effectively deal with the high number of calls coming in at busy times of the year.
When your service team spends more than 50% of their time out of the office
As said earlier, you need to be available to answer your customer queries 24/7. But that’s not possible if your team spends most of their time out of the office. For instance, if you only have a single shift of employees who entertain your customers’ calls, you won’t get the ideal results. Statistically speaking, you will lose more than 50% of calls you might have gotten with your potential customers.
Calculate the number of hours you’re able to set aside for customer support every day. If they are less than 50%, you’re doing it wrong. It’s time to get in touch with a professional phone answering service to get this job done.
When your customers aren’t satisfied with your customer service
The sole purpose of a customer support department is to solve customer problems, make them happy, and build brand loyalty in their mind. And that’s not going to happen if the customers aren’t satisfied with what your customer support offers.
The best way to determine customer satisfaction is through surveys. After a support session ends, make sure to take customer feedback regarding what they think of your support quality. If most of the surveys speak positively about your support quality, that’s great. However, if many of them say they aren’t satisfied, there’s a problem.
To meet customer satisfaction standards, you may want to outsource your customer support services from a virtual receptionist.
When your company wants to improve its customer support
Last but not least, if you have the gut feeling that your company is lacking in customer support, you would need to improve it. When such a feeling arises, it’s ideal to get in touch with a virtual receptionist service to handle your customer support for you.
A final word
There you go, these are all the situations where you should consider purchasing the services of a virtual receptionist. Whether your customers aren’t satisfied with your support, you can’t meet the excess customer demand, or you simply have a gut feeling that your customer support agent is lacking — it’s ideal to get in touch with a virtual receptionist to fix these problems for you.
Our virtual receptionist services are one of the best in the area; plus, we have a humble pricing model, letting us be more accessible to everyone. Give us a call right away and see how we can help you out.
