Outsourced Phone Answering Service: Guide To Manage Agents
Posted On: Aug 16,2022
A 24/7 answering service can benefit your eCommerce business in many ways. The added support that a live operator offers helps customers make more informed purchases. This can result in reduced abandoned carts, larger order sizes, and repeat business. A telephone is the second most used channel for contact with shoppers. You can make the most out of it by being accessible 24/7. Moreover, only 29% of businesses offer uptime phone support which gives you an upper hand over your competitors.
Fifty-eight percent of buyers state that the freedom to shop at any time of the day or night is the top reason why they like eCommerce. However, if you intend to target a global audience, you need to make sure you are available around the clock via your web chat or phone support.
Let's examine the benefits of a 24/7 live attendant for your eCommerce store in detail.
eCommerce sites are online marketplaces where people and businesses may purchase and sell goods and services. This post-pandemic period has raised the volume of online stores. Since it can operate on the mobile phone and offers the ability to buy almost everything, it makes it quite competitive.
Good customer support adds to the value of your online store. Hence, entrepreneurs run a supportive phone system and live chat setup. But is regular hour's phone support enough to scale your business?
Listed are a few major benefits of a 24/7 answering service.
About 55% of online consumers want their favorite brands to be always available. Outsourcing an all-time phone answering service can make you win customers' trust and their hearts. It provides constant support on behalf of your retail store, which is a great way to keep your customers happy.
It gives your buyers all-time access to your service and shop items with expert help. If you want to build a customer base, your phone support must be available all the time. You may lose out on potential sales if you fail to provide it. Investing in round-the-clock phone support is a smart move for any eCommerce store.
Customers appreciate being able to contact you whenever they need to. On the other hand, if you pick a reliable and skilled partner to provide after-hours phone support, you can also direct them to personalize communication based on every client's needs. It results in a higher customer retention rate and brand value.
This kind of phone support will help you build your reputation as a professional, reliable, and caring company. It will also make your customers happy and loyal to your brand. In addition, tailoring a personal answer to a specific query creates a good business expression as well as results in word-of-mouth marketing, which is crucial to building a thriving retail business.
If you stress about losing leads and better business prospects by not being open after business hours, you may be right. People are adding to carts all the time and can call you for help whenever they want. That is where a 24/7 service provider comes in.
Having a 24x7 answer service not only ensures a better CX but also makes sure no calls go unanswered. They often capture some skyrocketing leads that you would have missed otherwise. About 72% of buyers say they do not call a business twice or move to the next number after the call goes to a voicemail. If you are not available to answer a call, a customer will quickly find another store. Hence, it will be risky for you to miss out on sales by not getting after-hours support.
With the recent economic downturn, small firms struggle to keep up with the competition. Therefore, it is crucial to keep a phone number for clients. Moreover, clients will lose interest in a business if it does not respond to their queries. Having a phone number is also a great way to show consistency and make your company more trustworthy. However, it can reduce your productivity if you are not available to answer customer queries. This is where a 24/7 answering service comes in.
For small-scale brands, answering phone calls can be a burden, affecting their productivity. If you are running a small eCommerce store, you may not be able to handle the increased workload. Using an online service can alleviate some of that pressure, helping you focus on other aspects of your firm. However, you might need to consider the answering service cost to find one that fits your budget.
One of the most vital aspects of an eCommerce store is the CX. In contrast to brick-and-mortar stores, where customers may only contact a store during business hours, the internet is always open. In addition, consumers have increasingly high expectations.
Even smaller eCommerce stores can find themselves falling behind on customer communication. Moreover, millennials are willing to pay up to 21% more for a company that provides good customer service. Outsourcing has not only paved the way to offer a low-cost service but made it possible to achieve success without spending a fortune.
Competitive edge refers to a plus point that makes customers choose your business over others. However, the retail and eCommerce industry has developed a lot over the years; only 25% of stores operate their customer care 24/7. So, you can take advantage of the scenario and let customers know what puts you apart.
Standing out in the pool of businesses is hard, but often an easy attempt makes it possible. Get a leading service provider such as PAS to handle your telephone after business hours. You will see your business expanding and people talking about it.
Voicemails were one of the steadfast modes to get to a company. But, they have faded out in the digital world of today, where people like to get instant resolution. About 78% of consumers prefer switching the store to leaving a voicemail. Live chat takes the lead in this regard, but buyers comprehend you are offline if you do not answer the phone; thus, they do not go to the live chat to leave a message.
Therefore, having real-time support 24/7 can put a stop to voicemails and enhance your business. People also do not listen to the outbound voicemails, which wastes your time. Hence the best solution to avoid this hassle is to get a 24/7 answering service.
Choose one that offers real-time support to get the best out of your phone support service. You can select from various features and packages to fit your needs. A good service provider can even help you customize your texts, greetings, branding, and colors. Plus, they can also help you build a custom knowledge base for your business. Ultimately, an answering service that offers all-time support can save you time and money.
In addition to offering reliable customer support, a 24/7 answering service will also allow you to expand your business without incurring extra expenses. You can easily scale your outsourced service to meet your changing business needs. For example, you might want to offer lead intake services or an answering service for real estate or other industries.
Phone Answering Service (PAS) comes with a comprehensive online portal where you can enter your details and avail a free trial. It offers a reliable around-the-clock service handled by experts. So, reach out to us today to get all the benefits mentioned above.
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