Always being available to handle customer concerns helps to build trust in your company’s products and services and builds goodwill towards the brand. New technologies have made constant connection possible but one type of connection that nearly 90% of customers still prefer is speaking to someone on the phone. 24/7 live answering via trained operators can help you grow and scale your business.
Being Available Builds Brand Trust
Consumers do business with companies they know, like, and trust. Customers trust companies they can lean on for round-the-clock support. Whether a consumer is at any stage in their buying decision or thereafter, having the option to speak with a professional operator at their convenience builds reliability and trust. In turn, the customers are more likely to rate the company positively and recommend it to others.
Being Available Allows for Customer Interaction & Feedback
Customer service is the direct bridge between customers and your company. Communicating with your customer consistently allows you to proactively learn what customers want, and find solutions to issues that impede company growth. Despite technology, customers are more likely to call a company to finalize a major buying decision or address an important concern than to complete a big purchase or survey online. Different customers have different expectations. Connecting with your customers 24/7 equips you with insight to better match their needs. Your company’s ability to utilize customer feedback from agent interactions around the clock can aid in making improvements to your company’s bottom line.
Leverage Customer Acquisition and Retention
It requires more effort to gain a new customer than to keep an existing one. Customer acquisition accounts for the largest portion of a company’s marketing budget. A great way to attract new customers and retain existing ones is to meet them where they are. Providing a level of service that fits their schedule is an irresistible incentive that can save you money in marketing costs. Studies showed that 67% of existing customers were willing to pay more to a company that offered better customer service. Whereas 96% of new clients use the quality and availability of a company’s client support as an important indicator of loyalty to a brand.
Investing in a 24/7 live answering service to make sure your company’s customer support adds value to your brand allows you to scale your bottom line and is a smart choice. Northwest Telephone Answering Service has a wide range of client support services customized to fit your business needs. Contact us at (770) 429-2555 to discuss how Northwest Telephone Answering Service can help your business always be available.