Phone answering services are the pinnacle of the customer support field in modern times. As identified, small- and medium-sized businesses can’t afford to build their in-house, fully-fledged customer support teams. That’s where phone answering services come into play.
But that’s not to say larger enterprises don’t benefit from such services — they do. When larger organizations are not able to keep up with the growing number of customer queries — thanks to their splendid growth — they can turn back to phone answering services to meet their needs.
However, many people still misunderstand the concept of phone answering services and mix them up with some other terminologies.
In this article, we dive deeper into this topic. We eliminate some common myths about phone answering services.
Let’s dive in.
Phone answering services are not robocalls
Many people think phone answering services are the equivalent of robocalls — but that’s not true. Phone answering services are not robocalls.
Robocalls are system-generated calls that are not made or attended by humans. On a robocall, the receiver has to talk to a computer with no real human to interact with. Furthermore, robocalls are mostly useless — they are the best friends of spam organizations that aim to bait and scam people.
Phone answering services, on the other hand, are not built around robots. The calls are made or received by humans and are aimed to provide valuable support to the customer.
Furthermore, phone answering services don’t make spam calls — they only make real support calls that are meant to help customers.
Phone answering services are not call centers
Another common misconception people have about phone answering services is that they think of them as call centers — and that’s not right.
Call centers are generalized phone centers with no industry-level experience of the customer they’re working for. They are meant to take a large volume of the simple, same type of calls. For instance, a call center is good in use cases where you need a service to process a large number of order calls if you’re taking orders by phone.
While a phone answering service can take order calls, too — it can do much more than that practically. Phone answering services have industry-grade experience of the client they’re working with. That means they can provide technical support to the customers whenever needed — something that calls centers can’t do.
Another difference to note is that phone answering services are flexible with the type of responses they can give to a customer. On the other hand, call center agents follow a script and can’t say anything that’s not in it. That means phone answering services can think outside the box and come up with flexible responses to solve the customer’s issues.
Phone answering services don’t just “answer the phone”
Many may have a misconception about the type of things phone answering services do by misunderstanding the term “phone answering service”.
By the name, people may think phone answering services answer calls and that’s it — but that’s certainly not it. Phone answering services are meant to handle a series of complex queries asked by customers.
Besides answering the phone, phone answering services can also make calls to respective customers whenever needed. They can set up any complex series of calls with a customer to solve their issues. Furthermore, they can schedule and conduct scheduled support sessions to make the customer experience great.
Furthermore, phone answering services don’t just answer calls, they can also entertain text messages, social media queries, emails, and any other form of customer query.
Simply said, phone answering services are fully-fledged customer support departments that can take care of complex customer queries, make phone calls, schedule support sessions, provide technical support, and do much more.
A final word
Easybee is a state-of-the-art phone answering service that can adapt to your industry requirements and provide customer support based on what your specific set of customers need and want.
No matter which industry you operate in, we can adapt to your technicalities and provide excellent support to your valuable customers with utmost efficiency.
