By Jackie Sciaudone | Jan. 17, 2019
When a customer has a bad experience with a franchise business, they often don’t realize that inconsistency is likely the underlying issue. It’s crucial that a franchise provides the same level of high-quality customer experience across every location to facilitate customer satisfaction and ensure customer loyalty. With an answering service, franchises can create consistent experiences no matter the location. Below, we’ve outlined the benefits that the right answering service can provide for your franchise business.
- 24/7 Availability
When a customer calls your business for information, but is either sent to voicemail or no one answers, they will likely take their needs elsewhere. About 75 percent of adults reported that they are ‘highly annoyed’ when they can’t speak to a live person on the phone. With the right answering service, that’s no longer a concern. And you can rest assured that you won’t lose potential or current customers due to missing calls. Utilizing an answering service ensures that every call is answered and done so in a professional manner.
- Minimal Distractions
If your business has customers frequently calling with questions, it can be distracting for your employees. The average employee is interrupted 56 times per day and spends about two hours each day recovering from distractions. This can lead to decreased efficiency in your workplace. With an answering service, all calls are handled by trained agents who can answer questions or direct a customer call to the appropriate person. This will allow your franchise business to have more organization and less distractions, creating more positive customer experiences.
- Brand Consistency
When managing a franchise business, it’s important to ensure that the brand and customer experiences are consistent, regardless of the franchise location. About 75 percent of consumers expect companies to provide consistent experiences across every channel. If customers have a bad or inconsistent experience with a franchise location, they may never support your business again, while also switching to a competitor. Leveraging the right answering service will ensure that your communication with customers is consistent, regardless of the franchise location. With positive customer experiences, customers will continue to support your business and remain loyal to your brand.
Utilizing an answering service will improve efficiency while ensuring positive and consistent customer experiences in order to create a better brand for your franchise. With trained agents, you can spend less time answering phone calls and more time perfecting the experiences of your customers. See how our team can help!