Many customers brace themselves before placing a call or put it off as long as possible, expecting tedious hold times or scripted service and annoying phone trees. Smooth, exceptional communication is vital for business growth and reputation, especially for service-based businesses.
How you approach customer service in the era of phone trees and AI will set you apart from the competition.
3 Reasons Exceptional Customer Experience isn’t Optional, it’s Mandatory
- Customer retention. Let’s face it, all your competitors are trying to poach your customers. Word-of-mouth referrals are gold and a single falter in service is enough to have a client telling a friend about it over coffee. Research shows that 32% of customers who have a negative service experience ditch a business after having multiple poor experiences. Now, imagine your business with 30% less customers. Few businesses can afford to risk taking such a hit.
- Reputation. When clients seek specialized services, they expect to feel valued by a business that is an expert in their field. Failing to value clients through personalized communication and genuine connection opens the door to clients who either won’t return or fail to become brand ambassadors, spreading the word of your business for free. And don’t overlook reviews. Surveys show that 95% of consumers read online reviews before they commit. Negative reviews present obvious issues. It’s also concerning when a business has a lack of reviews, or a lack of recent reviews, which lends the idea that a business is simply coasting, offering nothing special or notable.
- The hit to your business. So, you’ve won yourself a new client. Congrats! But let’s say the relationship you’ve built, invested time in, and nurtured decides to leave. Whether it’s driven by service quality issues, negative experiences, or they don’t feel valued, this is a costly loss for your business. When they leave, they take with them years of your invested time and connection. A whopping 86% of customers said they are willing to switch brands because another company will provide a better customer service experience.
Sustaining and growing your business hinges on the experiences had between the first call and the most recent contact. Exceptional customer service is a necessity, that’s why we make it our business to know your business. So, you aren’t just capturing leads and turning them into customers. You’re turning leads into customers into loyalist promoters of your brand.
Abby’s 30-Day Calibration: Personal Customization
Long before we take a single call on your behalf, we collaborate with you to understand your unique business needs, issues, and goals. Our thorough 30-day calibration establishes precisely what your callers should experience – factoring in your services, terminology, common questions, pricing, locations, hours, staff bios, service explanations, parking details, and all the nuances that separate your work from your competitors.
Our collaboration and research results in precision, customized call guides – accurate and in-depth resources and scripts containing everything receptionists need to sound as seasoned as your tenured employees. Our call guides are shaped by the clients themselves, making callers assured that they are receiving informed assistance – not rigid, scripted service from a random answering service.
And our 30-day immersion is simply the start. We continually update our training as your business evolves, remaining responsive to the tides of your unique relationships. We dedicate our efforts to generating measurable business growth that fuels client loyalty. Our mission is to serve as the best solution for your frontline team, providing unparalleled customer-centric experiences that reinforce your reputation and grow customer delight.
This is only step 1 of what we call the Abby Proven Process.
Superpowered Customer Experiences with AI
Our teams of live virtual receptionists are highly trained in your business and operate as your front line. But even the best training only goes so far without ongoing optimization. That’s why we give our receptionists a technology boost.
Enter our secret weapon – Abby Intelligence. Our proprietary suite of AI features uses a combination of AI and human intelligence to proactively optimize your account, provide lightning-fast call summaries and transcripts, and organize and tag calls with sentiment scores. Together, these tools help us optimize customer experiences, provide better and faster information, reduce human error, and increase the capabilities of receptionist teams.
Abby Intelligence analyzes the micro-patterns that transform good experiences into great ones.
Combined with insights from your dedicated service team, we continually fine-tune workflows, terminology, and communication approaches based on a foundation of data. Instead of reactive fixes when issues arise, we take a proactive stance – perpetually refining exactly how callers wish to be supported and upholding your business’s reputation. This is how you create memorable and exceptional customer experiences.
Continuous improvement via AI allows our dedicated live virtual receptionists to focus on what matters most – forming connections and providing answers and solutions. It also allows us to know what first-time callers need, helping you convert curious window shoppers into new clients.
Exceptional Customer Experiences
At Abby Connect, creating genuine personalized interactions starts with assigning every valued client 5-10 dedicated Abby receptionists who become immersed in your industry and business. Our talented live virtual receptionists not only adeptly handle all of your calls but also forge genuine connections with your regular callers.
Unlike other answering services bouncing around callers to random call handlers, your devoted Abby team dedicates themselves to understanding your call trends, ideal service style, niche terminology, competitors, and more. Our teams specialize in representing your business through responsive, individualized, genuine, and connective assistance. Our dedication helps to fuel word-of-mouth.
As we continue collaborating with you to understand your goals and needs, your dedicated live virtual Abby Connect receptionists transform into true brand champions, reflecting your culture in the critical minutes between the first ring and the conversation’s end.
Get the guide to evaluating receptionist services!
Experience Exceptional Abby Service
Delivering exceptional customer experience interactions has a powerful impact on customer retention, referrals, and revenue over time. While claims of superior support strategies abound, clients still want exceptional customer service from an understanding human who makes them feel valued and understood.
Abby Connect’s live receptionists routinely drive measurable customer happiness through meticulous calibration, continually optimized workflows, and personalized connection building. And positive experiences reliably convert callers into vocal brand advocates and return customers.
Ready to meet your incredible new remote receptionists and level up your customer experiences? We can’t wait to delight your callers on your behalf!
