By Kelsey Musick | Oct. 25, 2018
As Halloween approaches, our minds willingly wander down dark alleys, encountering ghoulish creatures and spooky specters, seeking out a good scare. When your customer experience is scary though, it’s anything but enjoyable – regardless of the season.
A scary customer experience can keep you up at night, or even haunt your dreams. Long wait times, difficulty reaching a live person, terrible hold music, unreturned voicemails – all these horrors can cause customers to have frightening experiences. Through implementing a third-party answering service though, all these horrors become nothing more than a bit of hocus pocus.
If you’re a small business owner, you know positive customer experiences are crucial when it comes to the reputation and revenue of your business. The last thing you want is to log onto your company website or social media page and see negative customer reviews.
When you’re there for your customers – when you walk with them down a dark alley – you build trust, demonstrate your value, and set your business apart from all the others. You also decrease your chances of waking up to the nightmare of negative customer reviews coupled with lost customers. But most importantly, you show your customers that you care.
According to a recent study, almost 67 percent of customers will wait on the phone two minutes or less while 13 percent think no wait time is acceptable. Long wait times cause customers annoyance and shed a bad light on your business’ ability to provide quality customer service. In addition to long wait times, difficulty connecting with a live person will cause customers grave irritation and skyrocket dropped call rates.
Terrible hold music during a long wait? Not helpful. Leaving voicemails unreturned? Don’t even think about it. Not unless you want your business to decrease while your competitor’s increases. Mystery call auditing should be done at least once a year, if not more, to see how things are going, and to be able to make improvements.
Customers don’t just expect immediate attention anymore – they demand it. One easy way to offer this instantaneous care is through a third-party answering service. They can improve your customer service, enhance your bottom line, save you time, provide seamless support, and communicate efficiently with your customers. The benefits they provide are endless.
Don’t be a ghoulish creature or spooky specter outside of this Halloween season. Provide your customers with the care they deserve and avoid giving them scary customer experiences at all costs – ensure customer experiences are always on par with expectations.