How to Provide Exceptional Customer Service by Outsourcing
What is excellent customer service? It’s both an art and a science with the power to make or break an organization, and you can provide that great customer service by outsourcing. Oftentimes, a company sacrifices excellent customer service by attempting to incorporate it into its existing corporate structure with limited staff, hours, and financial resources.
To prevent providing less-than-exceptional customer service, companies of all sizes are now outsourcing their customer service needs to professional answering service providers. Also known as telephone answering service, this industry provides cost-effective, around-the-clock customer service solutions that are flexible and customizable to any type of business.
Here are some of the top reasons why hiring a phone answering service is the best way to provide excellent customer service:
Provide Human Customer Service
Instead of using a chatbot or an automated phone system that frustrates customers, live customer support agents can provide the human touch that your customers crave. A lot of businesses are now using AI-powered chatbots to provide customer support, but these bots often fall short, resulting in a poor customer experience. Outsourcing your customer service to a live answering service ensures that your customers will always speak to a real person who can help them with their inquiries, no matter how complex they may be.
Provide Around-the-Clock Service
For many customers, the value of being able to reach a live customer support agent at their own convenience rather than the company’s is paramount. When a customer calls your business, they expect to be able to speak to someone who can help them, no matter what time of day it is. AnswerHero is one of the few phone answering services in the industry that offers 24/7/365 live customer support, so you can rest assured that your customers will always be able to reach someone when they need to.
Handle Overflows With No Customer Impact
Your in-house staff can only answer so many phone calls at once, resulting in long wait times for your customers. This often leads to customers hanging up in frustration or taking their business elsewhere. When you outsource customer service, however, you get the benefit of an entire agency full of virtual receptionists available to answer all of your inbound calls. This ensures, once again, that your customers get to speak to a real person instead of a robot or, perhaps worse, a voicemail or an automated answering machine.
Avoid Communication Barriers
Answering calls in a foreign language can be a real challenge, but it’s one that live answering services are more than equipped to handle. Outsourcing customer service with a bilingual answering service like AnswerHero gives you the ability to communicate with customers in their native language, providing them with a better customer experience and building trust between your business and your Spanish-speaking clientele.
Give Agents Clear Instructions
One of the biggest misconceptions about outsourcing customer service is that virtual receptionists are not well-versed in your company’s products or services. This simply isn’t true. In fact, you can provide clear and concise instructions on how you want your outsourced customer support team to answer calls, what information they need to collect, and how they should escalate calls, if necessary. Call center services will also work with you to develop a script that agents can use when answering calls, so you can be sure that they’ll always represent your company in the best possible light.
Use Analytics to Evaluate
In order to provide superior customer service and boost customer satisfaction, it’s important to constantly evaluate and improve your customer service strategy. Analyzing call data can be very helpful in this regard, as it can give you valuable insights into what’s working well and what needs to be improved. Outsourced customer service providers like AnswerHero can provide you with all the information you need to make data-driven decisions about your company. We can even help you conduct surveys, so you can get real-time feedback from your customers about their experience.
Provide Customer Service by Outsourcing
Outsourcing your phone answering needs is a great way to improve your customer experience and build trust with your clientele. By working with a reliable and reputable live answering service like AnswerHero, you can provide around-the-clock customer support, avoid communication barriers, and get all the tools you need to evaluate and improve your customer service strategy.