It’s normal for businesses to strive to do their best for their customers. If you’re running a small or medium business, you may be focusing most of your resources on the quality of the products and services you offer. Doing this is absolutely necessary, but there are other factors that can affect your bottom line.
Believe it or not, the speed of your customer service is also a big part of customer satisfaction. Answering your clients quickly can bring many benefits to your business, from a higher conversion rate to increased customer satisfaction.
Customers expect instant gratification
Gone are the days when a customer would only expect to purchase something during regular working hours. Thanks to the internet and modern shopping platforms, shopping 24/7 is now easier than ever before. Customers expect to be able to find information on the products or services you offer, get answers to their questions, and make purchases at any time of the day.
A website is a must-have for any business, but most websites don’t offer 24/7 integrated customer support. To achieve this, you will need to find an additional resource that allows you to stay in touch with customers around the clock, even after your office hours have ended.
Taking care of 24/7 customer service yourself isn’t doable for most businesses. After all, you and your members of staff also deserve to rest after a hard work day. Hiring new full-time employees to work exclusively on customer service is too expensive for most businesses, especially when you’re still trying to grow and expand your customer base and profits.
Your lead conversion rate depends on your speed
Unfortunately, impatient customers are extremely frequent now. Even if you’re a small business, you risk losing out on potential sales if you can’t provide quick responses to your customers. In today’s world, it’s very easy for disappointed clients to find an alternative business that offers similar products or services.
Even if you spend a significant part of your budget on great marketing strategies, your lead conversion rate will remain low if customers can’t contact you quickly. There are many reasons why they may require customer service before making a purchase, such as billing questions, inquiries about shipping speed, or even simple doubts about the products.
Answering most of these inquiries is fairly straightforward and could increase your lead conversion rate significantly if you do it quickly. However, it can be hard to stay on top of each and every customer inquiry 24/7, 365 days of the year. How are small and medium businesses supposed to do this with limited resources?
How an answering service can help your business
An answering service is a great way to guarantee speedy customer service. Instead of having your on-site staff worry about phone calls, you can simply outsource your calls to a remote call center that will handle everything.
Using the information and guidelines that you provide, your new remote customer service operators will interact with customers over the phone regardless of time or date.
