Bots seem to be everywhere these days. From Facebook Messenger bots that answer basic customer service questions to much more advanced models like WoeBot, an armchair psychology bot, it’s impossible to not notice how pervasive bots have become. Just because they’re everywhere, though, doesn’t mean that AI bots are ideal for an answering service [...]
It may seem like an antiquated notion to have a telephone answering service or even a receptionist in this day and age. After all, doesn’t everybody just use the Internet for everything? The truth is that telephone support is just as crucial as it has always been for businesses. You can’t overlook this channel, [...]
All and all, you provide a pretty good customer service experience: most emails are returned within a few days and callers never hold more than about 20 minutes. You know that they all know you’re going to get back to them, it’s just a matter of time. Despite this level of dedication, somehow your customers [...]
It’s a dog-eat-dog world out there, or at least a service business outsells service business one. You have all the stuff in place that you’ve been told you need, from a Facebook account to a blog on your website, but it feels like you’re not really getting any traction with them. Your competition, on [...]
You may think you’re providing the best customer service around because your return rate is low or you get a lot of five-star internal reviews, but you really can’t know without getting inside your customers’ heads. They may silently accept that your service is subpar because your product is pretty awesome or remain silent [...]
You’ve worked hard to build your small business, but sometimes you get the feeling that you could be doing more to expand your reach. You get a lot of calls during the day, but you’ve noticed that if you don’t answer right away, callers don’t tend to leave voicemails or even bother to call [...]
Any small business venture can be a terrifying jump into the unknown, but there’s nothing quite as trying as being a solopreneur. Although you don’t have to figure out how to pay payroll on a shoestring, you have other challenges to deal with. Guess what? Your answering service can help you with many of the [...]
Your answering machine or voicemail system is really quite lovely. It quietly, and cheaply, picks up the phone every time it rings enough, inviting callers to leave a message for you. Unfortunately, they don’t because they’re not really sure that you’ll call them back. And besides, your competition picked up the phone after two [...]
Whether you’re running your customer service in-house or have sent your calls out to an answering service company, paying attention to the metrics that are being generated really can make a huge difference to the overall health of your business. Forget the old standbys like handle time and first call resolution, today’s answering service [...]
Your little startup has started to blossom into a company that can stand on its own two feet without your constant attention. It’s a great feeling, even if your sales are starting to plateau. Could it be the difficulty you and your team are having trying to answer all the telephone calls that come [...]