In our modern digital world, as business owners, we need to be mindful of what we are doing to stay ahead of the curve and create a meaningful and positive experience at every stage of the customer journey. Below, we have explored some customer experience trends that you will want to keep in mind for your business, no matter how large or small.
Human Interaction Makes a World of Difference
Despite all of the technology we have grown accustomed to, nothing says you care like speaking directly to a person. An American Express Survey from 2011 found that in the previous year, 67% of customers hung up the phone out of frustration that they could not talk to a real person.
Having a representative on the other end of a phone call avoids hang ups when a caller is frustrated by an automated system and better yet, gives your business a chance to upsell the caller where a voice response system gives that opportunity up completely. According to a 2009 Genesys Global Survey about customer experience, 78% of happy customer experiences are created by competent service reps. All in all, speaking to a person, not an automated system, helps to preserve your customer relationships and this is invaluable to any business.
24/7 Communication Is Expected
Your customers reach out to you when they have a problem that needs to be solved, and this need can surface itself at any hour of the day. A professional answering service can handle these calls as they come in 24/7 and help customers determine the best route to solve their issue.
Ensuring your availability 24/7 provides for the best possible personal experience for your customers. With busy work and family lives, it is often difficult to find the time to call to schedule appointments for services or for doctor’s visits during traditional business hours. Making yourself available with the assistance of an answering service can make a huge difference to your customer and keep them happy.
Bilingual Answering to Make Every Customer Feel Important
According to the Pew Research Center, there are more than 37 million Spanish speakers in the United States making it the second most commonly spoken language in the country. Considering this, it is realistic to expect that your business will get calls from people who prefer to communicate in Spanish. It is in your company’s best interest to have bilingual representatives available for those customers whether they have questions about your services, billing or are trying to schedule an appointment. You always want to make sure all of your customers’ needs are being met.
Our modern world may be more connected, which can cause concern for some people but with a few simple steps, your business can take advantage of this connection while providing a great customer service experience overall. A strategic and empathetic experience for your customers will show by just taking a few steps to consider the details of their journey. At Northwest Telephone Answering Service, we are ready to partner with your business to help it move forward successfully; contact us today to discuss our services.