As a small business, you can’t be open all the time. You need time to go home and be with your family and your employees need the same thing. You may not be able to afford to have someone in the office to answer calls and help customers after hours, so you choose to work with a voicemail service to help.
Using a voicemail service is an inefficient way to help your customers. It wastes time, does not provide assistance when the customers need it, and can make your customers unhappy. Some of the reasons why voicemail is not the best solution to handle your after-hours calls include:
Your Customers Want a Live Person
Customers call into your company to get answers. They may have a complaint that they need fixed or have a question about your business, a product, or something else concerning you. They do not want to call in to talk with a voice machine. This does not help them. In fact, it may cause more problems than it is worth. They have to leave a bunch of information behind and hope to hear back from you later. Often by the time you contact them, it is at a time that is inconvenient to them.
Your customers want to talk to a live person, and they want to do it right when they call. The sooner you can provide them with service during that call, hopefully, right when they call in, the higher the customer satisfaction. Do not waste your time or the time of your customers. Use a call center with live representatives to help handle your customers and any questions or concerns they have, even after hours.
Your Customers Want Instant Solutions
When your customers call your business, they want to get help right away. When they have to leave a voicemail, they will get frustrated. No one is there to help them and it is hard to know when someone will come back to answer their questions.
Some customers may wait until the morning and call back. This makes voicemail ineffective on another level because your customers need to contact you a second time. Many customers do not call back though and do not leave a voicemail. They may just get frustrated and want nothing to do with your business any longer, making you lose a customer in the process.
No One is Leaving a Voicemail
Voicemail is not effective because no one is leaving voicemails. In fact, it is estimated that 80% of callers do not leave a message when prompted. This makes it impossible for you to provide the customer with any solution to their problem. You do not know who called, what their problem or question was, or how to help them. When you utilize a live person through a call center, you have a chance to fix the problem for your customer and help them out, rather than being left in the dark.
About Ansafone Contact Centers
Ansafone Contact Centers is an award-winning BPO provider with 50 years of world-class customer experience and brand care. We are a national call center with omnichannel services, fully equipped to help you with your business and with any special circumstances.
Please request a quote or call 800-510-0514 to learn more about our custom solutions for creating exceptional customer service experiences for your clients. We’re happy to offer insight into what your customers seek from your company’s language offerings and tailored customer solutions.
