There are many ways to provide great customer service, telephone communications is definitely one of them.
How your calls are handled can greatly affect whether a lead turns into a sale or not.
A 2011 Customer Experience Report found that 86% of consumers felt like their friendly customer service experience is what made them fall in love with a brand. Having the right team to help you acquire that goal is important.
Investment vs. Cost
A team of virtual receptionists is a wise investment. While a traditional in-house receptionist might be a huge cost.
A dedicated team of virtual receptionists is around a $279 investment per month. Compare that to a full salary of around $2,000 per month.
Matt Simpson from The Scott’s Place reported that over 8% of companies believe they deliver above par customer service. When the clients chimed in, only about 8% felt that they were receiving superior service.
With this said, over 80% of business communications are done over the phone, so what happens when your call goes to voicemail? What happens with your missed calls? A 2011 customer service report noted that 72-80% of callers hang-up when they don’t reach a live person. Furthermore, over half of in-house receptionists miss multiple calls daily. 98% of poor phone skills have left a bad impression on callers.
What’s concerning is that 62% of callers will not call back if they hear a busy tone. Not only does that mean that callers may grow tired of speaking to a voicemail, but the leads that you worked so hard to generate may sense a bit of unprofessionalism on your end, and your company image begins to decrease. This is why virtual receptionists are becoming a necessity for business owners.
Not only do virtual receptionists save expenses on multiple fronts, but they can promptly answer calls even when you’re unavailable. Whether you are taking a vacation, out of town, or with a client, a virtual receptionist bridges your caller’s needs to your expertise. They’re available even when you aren’t, after hours and on weekends.
Live virtual receptionists services like Abby Connect help you never miss a call again.
Based on your call instructions, they can handle quite a few tasks for your business.
Abby Connect Virtual Receptionists Can:
- Setup appointment requests
- Take orders
- Transfer and screen calls
- Return calls on your behalf
- Handle the overflow of your calls.
An Abby receptionist can also send you messages via email or text to make sure you are always up to date with your callers.
It’s all about creating the best possible experience possible for callers. When you’re able to do that, your return on investment will be significant because they will be telling everyone about you!