Online shopping is a very popular mode of shopping today. The convenience makes it a great way to quickly purchase something, never having to leave your home. What about when it is not so convenient? Have you ever attempted to purchase something online, only to have technological problems? You probably quickly looked for a contact number, and dialed it for assistance. If you received help, you effortlessly went through with your order. If you received an answering machine or no answer at all, you probably got frustrated and gave up on the order. With so many online shopping options, it is sometimes just easier to switch to a different online store.
Providing customers with a point of contact at all times of the day and night is important, especially when you are offering 24 hour shopping through the internet. Customers already have so many options and they expect to receive assistance, when needed, no matter the time of day or night. An estimated 59% of Americans would try a different brand or company for a better customer service experience.
Additionally, the amount and level of assistance that the online shopper receives will weigh into their decision of whether or not they recommend the online store to friends and family. They may not complain directly to the company, instead, complaining to family and friends. This can hurt a business over time. The typical business only actually hears from 4% of its total dissatisfied customers. Customers want to receive great customer service right from the start of their shopping experience.
How can a smaller business offer around the clock customer service? How can they offer assistance, even when it is the middle of the night for the business owner? A 24 hours answering service can be very beneficial for small businesses, with minimal employees. A 24 hour answering service provides customers with a live person for assistance, no matter the time of day or night. The business owner does not have to answer calls in the middle of the night, and the customer receives a live phone answering service, no matter the time they prefer to shop.
A service professional answering service also has the ability to provide your customers with professional and knowledgeable service. The call handling service is trained and is familiar with your companies brand or products offered. This allows them to provide knowledge that is based on your values and your products. The live operator answering service will have the ability to answer questions that are specific to your products and services, because they are trained prior to offering the 24 hour answering service. Also, depending on the size of your business, you may have answering service telephone operators that are specific to your brand. They are responsible for answering calls for your customer base only.
A 24 hour answering service provides the company with the ability to increase their profits and their customer satisfaction. These are both important factors in increase a business?s brand. A 5% increase in customer retention can lead to an estimated 125% increase in profits. Customer retention is an important part of a company?s success.
Customers expect to receive quality customer service, when they need it. If they have the ability to shop at an online store in the middle of the night, then they also expect to receive assistance in the middle of the night. If they have a bad shopping experience, they will notify their friends and family and it can hurt a business?s growth. A 24 hour answering service can provide customers with individual, brand specific, live assistance any time of the day or night. Customers who receive help with an online problem or have the ability to order online are much more satisfied and more likely to return to the business. They are also more likely to recommend it to people.
