Small businesses can find it challenging to dedicatie time and resources to provide consistently great customer service. So what are the main customer service issues?
According to a customer service barometer done by American Express, 4/5 people expect small businesses to provide better customer service than their larger competitors. There is a certain charm about doing business with small businesses because of that personal touch, you might say. Unfortunately, as most small companies have limited resources, the higher expectations of customer support can mean trouble for the small business trying to compete. Bottom line is, when a small business doesn’t provide the customer service people expect, chances are they will look for another provider. In fact, nearly 80% of customers have switched to a competitor because of poor communication.
Answering The Phones
With a large influx of calls, it can be very difficult for small businesses to respond quickly to every inquiry. Customers can get frustrated by voicemail systems and 2/3 people are likely to hang up because their call was not taken by a real person. Many savvy business owners have begun using a more caller-friendly alternative through affordable and effective telecom apps and services. From an automated menu in place to filter your calls, to call management reporting, businesses can manage high call rates much more flexibly. By carefully picking the right Unified Communications for their business, companies have found that they are able to meet and even exceed the high level of customer support expectations that come from being a smaller business.
Connecting Callers To The Proper Person
Having an organised system for patching through and handing off callers is another challenge small businesses can face in providing customer service. Nearly 4/5 callers actually expect their issue to be resolved after one interaction. Calls must be organised and systematised so nothing ever gets missed. But how? Our auto-attendant applications can be integrated with our telephone systems and can go beyond just creating a system for handling calls coming in. It is the most efficient way to connect a caller to the right department that can address their particular concern.
Providing A Personalised Service
Customers expect a personal touch when speaking to representatives of a business. 45% of people say that a personalised customer service experience is the most important part of having a positive interaction. However, according to a ContactPoint Client Research Study, only 21% of people said that customer service representatives called them by name or thanked them. Personalising each call requires resources that many small businesses do not have. Our call management software (iCall) logs client history and gives the resources needed to provide personalised service.
Evaluating Customer Service
The time it takes simply trying to provide a good service is one thing but knowing what you could do better is another thing entirely. Effectively evaluating your customer service can affect your bottom line drastically. Unhappy customers are actually unlikely to tell you that they have an issue with your service before they leave your business. In fact, studies show that 91% of unsatisfied customers simply leave, and only 9% will bother complaining before leaving. The clients that complain are doing you and your business a service by alerting you to what you are doing wrong. It is important to monitor online reviews and social media comments to improve your customer service. By implementing an effective answering service, your business can institute things like surveys. Seeking feedback lets you grade your performance while showing your callers you care about their experience. Knowing how your business is doing in your customers’ eyes can be a critical turning point for the success of your company.
Meet Customer Service Expectations With Teleconnect Service
Running a business is tough enough without considering higher customer service expectations but by implementing a few basic tactics, along with upgrading your business to some world-class yet affordable technology, you can meet the customer service challenges head-on. Contact us today to give your customers the best service.
