Few experiences rival the frustration of being trapped in an automated phone system. Despite navigating through a maze of options, articulating clearly, or repeatedly requesting to speak with a representative, it often feels pointless. Where did the days of having a live phone agent who could efficiently assist with your inquiries go? Thankfully, there are options for your business to help your callers avoid these frustrating loops. Businesses that have actual phone representatives are a welcome reprieve in our phone tree age. At Laser Answering Service, you can experience these 5 benefits of live answering for your business.
The Purpose of Phone Trees
In theory, phone trees streamline calls to their respective locations by asking a series of questions for callers to answer. These answers can be input via the caller’s dialpad or by spoken requests. However, this process can be frustrating, seeming never-ending with option after option, and may even route callers to the incorrect department, ultimately landing them back in the call queue. This is particularly aggravating for callers attempting to reach customer service departments, where tensions are already running high.
Back to the Basics: 5 Benefits of Live Answering
In a world driven by computers and AI, the sound of a friendly human on the other end of our phone calls can offer relief and reassurance. But there are other benefits to having live representatives to greet callers – many of which can increase business revenue and productivity.
Provide Better Customer Service
Callers want to be heard, but not by an AI system. Whether your callers are trying to reach customer service, schedule an appointment, or ask a question, they want to feel valued. It’s not difficult for callers to hang up before getting through an entire phone tree, only to have to call back and try again later. Hold times, incorrect call routing, and unclear phone tree options are major factors that impact customer service.
By utilizing live phone agents, callers are never left hanging to muddle through options in order to route their own calls. Dedicated phone representatives can route calls, address concerns, and greatly reduce hold times by correctly handling inbound calls. And, by having dedicated live representatives, both callers and in-person clients and customers receive personalized experiences based on their needs.
Diffuse Tension
Customers who are dissatisfied or frustrated when calling in are further agitated by monotonous AI voices and an abundance of options. By the time they finally speak with a live representative, their initial irritation has escalated significantly.
Talking to a skilled live representative can help diffuse tension and regain confidence in a business. These types of calls should always be handled with the utmost care and professional manner, which is something that shouldn’t be left to chance with an automated system.
Reduce Stress on In-Office Staff
Help your in-house staff with their time management and productivity by utilizing a dedicated phone answering service. Clients or customers who come into a business deserve a receptionists’ undivided attention, which often gets diverted by ringing phones and placing callers on hold. In turn, callers are left on hold until the in-person interaction is complete. This cycle can quickly bog down the workflow of a front desk.
Relieve the stress on your front-line employees by removing phone calls from the equation. Imagine how much more relaxed and productive employees can be without the constant interruption of a phone ringing, and the added workload of researching questions, troubleshooting, and long conversations.
Miss Fewer Opportunities
Does your phone get answered each and every time it rings? Depending on the industry, one phone call can be worth thousands of dollars to a business. Callers hang up due to long hold times and frustrating phone trees – and sometimes the phone goes unanswered altogether because no one is available. Missed opportunities can add up to major loss of potential revenue for businesses. And, if you’ve invested in online advertisements, you’ve already paid for each of these leads being missed. When your callers don’t get to talk with a live person that can convert your lead, your business loses that investment.
Live Agents 24/7
After-hours live answering is a rarity in the business world, particularly for smaller businesses. However, it’s an invaluable service for consumers or clients and sets businesses apart. Enhanced availability boosts customer service and provides callers with genuine flexibility. With round-the-clock call answering, businesses never miss a lead, appointment, or opportunity.
Laser Answering Service Sets You Apart
All these benefits are just some of the ways that Laser Answering Service sets your business apart from the rest. We’ll help you create custom answering, scheduling, and overflow call options that integrate seamlessly with your operations. Discover how our services can decrease stress, increase productivity, and grow your business.
