Recent studies revealed that roughly 75% of people hang up when encountering voicemail, likely hitting 90% plus in recent months. The reason for the high percentage of rejection may be due to the fact that getting to voicemail is very rare these days.
Missed called often receive return phone calls, and I have been known to rack up so many voicemail recordings that eventually people cant leave any! Its just so convenient to call back. But, that is only if I make the effort or if its an important call.
Business owners should be concerned if they still depend on voicemail as a means of interacting with customers.
Hiring a virtual secretary or receptionist is ideally what most cost effective business owners turn to. The thought is that many potential customers call and leave no message when they hear voicemail. Have you ever tried hiring a contractor and left a message, then waited patiently for them to call back? Nope, rarely does that happen any more and if it does, those contractors are the ones living pay check to pay check.
You simply cannot leave money on the table by inconveniencing customers.
The answer is utilizing a 24/7 virtual assistant that performs the functions of a secretary or receptionist, and always answers the phone. Think of the high level of customer satisfaction, never having to hear “please leave a message”.
Here are a few things that virtual secretaries have to offer.
Instant Help/Assistance
Customers call and expect to be helped right now! Failing to answer the phone or provide a way for them to be aided creates dissatisfaction and frustration.
Live receptionists who are at the ready 24 hours a day, during rain or shine is what customers love, because this means they will be helped promptly. The American culture is obsessed with instant gratification. We have ‘fast food’ for that very reason.
Get a Dedicated and Highly Trained Staff Answering your Phones
Live messaging services are akin to voicemail because the customer does not receive any instant feedback. They still have to leave a message, despite being greeted by a friendly voice. Its unfortunately the cheap way out, and hyped up voicemail.
The only advantage is that a customer may be more likely to leave a message but those who hear a voicemail message prompt, yeah.. mostly lost business.
Dealing with customers in a professional manner requires skill and a tough skin. Most call center employees who operate from other countries or who work remotely from their homes, cannot offer high quality service because they are just not motivated. Staff that are cared for well, will give their best performance, especially when good work is recognized and praised.
Experience matters, and the higher end companies offer dedicated training and monitor their agents with the aim at improving their service.
Customer Service Boost
Most customers will pay more for higher levels of service than poor rate service. Some business owners consider the extra expense of providing great service to not be justified, yet you find so many customer paying more for better service.
People who get given attention, promptly, reward the businesses that do so, with loyalty. The first glaringly obvious point is that your customer is now getting helped instantly, so the convenience factor is huge!
Hiring a virtual assistant that is capable of addressing customer needs during after hours tells your customer that you’re concerned with meeting their needs. Couple that with a friendly smiling demeanor on the other end of the phone, just improves the relationship between you and your client.
When you treat people well, you’re not only going to see greater customer retention, but probably you’re also increasing positive reviews. Online reviews are valuable, so when you consider these unseen benefits,the reasons to not hire some virtual help makes more sense.