There comes a time when every successful business owner hits a fork in the road when growing their business — deciding between hiring more in-house team members or implementing automations to streamline processes.
This fork in the road can occur when owners are overwhelmed with their workload or they’ve hit a spot where they’re ready to scale their business.
If your customer service department is receiving an influx of calls that they can’t keep up with, choosing to automate parts of your process or hiring an answering service to help are two common choices to help resolve these issues.
Choosing between implementing automated messages or hiring an answering service can be challenging. Here are the pros and cons of each option to help you better choose what’s right for your business.
Automated phone systems (also called auto-attendants) are used to answer incoming calls.
When a person calls a support number, they will be asked to follow the automated guidelines (“press 1 for sales, press 2 for customer service,” etc.) until they reach the department or person they are trying to contact.
With automated messages, no humans are involved until the end — but automated messages are helpful in saving your staff’s time. They don’t have to answer calls, redirect calls, or help with customer service inquiries on top of their main duties.
As an example, at small companies, employees tend to wear many hats. The marketing manager may be answering customer service calls and ordering office supplies on top of their marketing duties. When an influx of calls happens, it pulls the marketing manager away from their primary responsibilities.
By using an automated messaging service, you can save time and increase productivity.
An answering service is a company that answers calls on behalf of another company. Companies hire answering services as a third party to act as an extension of their company.
With an answering service, there is no automation, and callers are always greeted with a friendly voice.
Answering services for businesses are mainly utilized for answering phone calls but many companies do more than that. They can also make outgoing calls, send reminder texts and emails, enter orders, and perform other secretarial tasks.
After discovering the pros and cons of automated messages and answering services, it’s up to you to choose what’s right for your business.
Remember, no matter which option you choose to help grow your business, both will ensure you never miss a call. They’ll both help you increase sales and boost your company’s reputation.
To get a better sense of how much answering services cost, we break it down for you in another blog post.
Publish Date: May 21, 2021 5:00 AM
miSecureMessages is an encrypted messaging application designed as a pager replacement for healthcare organizations, call centers, and enterprise environments.
eGain has rearchitected its platform to handle the messaging channels in a new way. eGain Customer Engagement Hub™, the platform that unifies knowledge, AI, analytics, and conversations to ensure that no channel is left in a silo, also powers the eGain Messaging Hub.
Contact Center Software
Startel is a leading provider of unified communications, business process automation and performance management solutions for contact centers. Since its founding in 1980, Startel has established a loyal customer base from a variety of industries, including contact centers, education, healthcare, insurance and telephone answering service. Startel's solutions are designed to enhance the customer experience, improve employee productivity, reduce operating costs, and increase revenues.
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