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If a Live Person Isn’t Answering Your Phone, You’re Losing Customers - Conversational - ContactCenterWorld.com Blog

If a Live Person Isn’t Answering Your Phone, You’re Losing Customers

Cutting corners in customer service is not uncommon, but it’s also not without consequence. Making your customer experience as enjoyable, simple, and efficient as possible is not only in the best interest of your customers, but also the livelihood of your business.

It all starts with how your business phone is answered. If a live person isn’t answering your phone, you’re losing customers. There are numerous statistics that back this statement and we’ll cover some of those in this blog post. We’ll also give you a few tips for ensuring all your calls are answered by a live person (read: No machines or automated systems).

If a Live Person Isn’t Answering Your Phone, You’re Losing Customers

Seriously – does it really matter if an automated system picks up your business calls instead of a real human being? Both options result in the customer making contact with your business, and using an automated system certainly seems to save time. Why would this be a decision that would cause a business to lose customers?


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The answer is simple. In one word, the thing most customers absolutely hate about automated phone systems is the frustration that goes along with using them. Frustration wrecks the customer experience and makes them think negatively about their interaction with your company.

Why are automated phone systems frustrating? Let’s ask Dean Burnett of The Guardian, who has studied the way consumers react to automated phone systems versus dealing with a live person.

“Add to this the frustration caused by dealing with an automated phone line. Technology is a wonderful thing (said the science blogger), and it makes economic sense for companies to automate the time-consuming elements of running a business. And it would be wrong to say automated systems can’t have benefits. But there are numerous psychological consequences for customers using the automated phone system.” –Dean Burnett of The Guardian

Why don’t customers like dealing with automated phone systems?

There are more reasons automated phone systems are frustrating, including the impersonal vibe they impart to customers and being inefficient.

Feels impersonal

Frustrating to customers – Michael Hess of CBS News wrote a funny article about the frustration of dealing with automated phone systems. He included an excerpt from his experiences with an automated phone system (which ends with him getting hung up on by a robot). All jokes aside, Michael understands the reason automated systems are frustrating to customers: They can’t respond in a human way to customers, and the lack of proper response is frustrating.

Robot: “Did you know you can get product information and answers to many common questions on our website?”

Michael H.: “Why, yes, I did! But I wanted to call you, that’s why I’m on the phone and not my computer.”

Robot: “Please enter your account number.”

Michael H.: “Why? There is a 94.7% chance you will ask me for it again if/when a human being picks up.”

It’s inefficient

Many customers need help with a quick question or just need something verified or confirmed. Waiting to hear a laundry list of menu options – none of which seem to fit – and still eventually ending up on the line with a live person who can help is inefficient. Instead, have a live person answer the phone and cut out the inefficiencies.

Unfortunately, choosing an automated phone system to handle your incoming calls compared to having a live voice answer the calls is a huge mistake that could be costing your company money and driving customers away.

How can you ensure there’s a live person answering your phone?

Ensuring there’s always a real human being there answering your phone may be more difficult than it sounds.

If you’re the owner and operator of your business, there’s a very good chance that you’re often too busy to grab the phone when it rings. Even with a small staff, ensuring someone is always available to pick up the phone when it rings may be challenging.

That’s why many small businesses rely on the use of a virtual receptionist, a remote receptionist who has your phone calls routed to them and fields each call according to your instructions.

Dealing with virtual receptionists can be tricky, as some work on a freelance basis and may not have proper training and experience to handle professional phone calls. When selecting a virtual receptionist, always look for an A rated BBB provider like Conversational.

Our virtual receptionists work full-time for us and are screened, trained, and thoroughly vetted before joining our team. Because they work full-time for us, you can hire them to handle your calls for as little or as much time as you need per month. Our plans range from 100 receptionist minutes per month to 500 receptionist minutes per month.

To learn more about getting a virtual receptionist and ensuring there’s always a live person answering your phone, please check out our Virtual Receptionist Pricing page.

Source: https://www.conversational.com/if-a-live-person-isnt-answering-your-phone-youre-losing-customers/

Publish Date: January 17, 2017


2021 Buyers Guide Omnichannel

Page: 12
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
3Fiftynine

CardBoard
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

3.) 
Alvaria

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

4.) 
Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.



5.) 
CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
(read more)

6.) 
Comm100 Network Corporation

Comm100
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.

7.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)

8.) 
Consilium Software

Consilium UniVCX™
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
(read more)

9.) 
CTCOMM

Whatsapp
Facebook
Twitter
Linkedin
Youtube

10.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

11.) 
eGain Corporation

eGain
eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

12.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

13.) 
ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.

14.) 
Eudata

Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

15.) 
Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

16.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

17.) 
ICR Evolution

ICR Evolution
We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.

18.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

19.) 
Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.

20.) 
MightyCall

A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
 
Page: 12



View more from Conversational

Recent Blog Posts:
Companies Known for the Worst Customer ServiceFebruary 23, 2018
Glossary of Virtual Receptionist TermsFebruary 21, 2018
Leaving a Lasting Impression with CustomersNovember 29, 2017
Why You Should Stop Answering Your Business PhoneNovember 13, 2017
Customer Service Phone Call vs Email: What’s Preferred?November 9, 2017
3 Surprising Things Virtual Assistants Can DoNovember 7, 2017
Boosting Growth with a Virtual ReceptionistMay 22, 2017
How to Create Content That Answers Common QuestionsApril 26, 2017
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