You’ve been delivered the wrong product, and when you call that company, all you experience is a long wait time. How would you feel? Frustrated, right? Another instance is you trying to reach your favorite beauty brand, but to no avail. not picking up your calls. Feeling angry, right?
All these are situational examples that you might have experienced now or before as a customer. The feelings you experience are the same when you keep your customers waiting when they call you.
It’s clear waiting for your callers longer can cost your business a lot. Still don’t get it? Read this post to understand why hiring a virtual receptionists is important and why making customers wait when they call you is bad.
Reasons Customers Hate to Wait on Hold
Waiting on call is annoying and waste of time
Your callers are as busy as you are. They, too, go to the office, pick up kids, run errands, and slew many other tasks. Rarely do they have enough time to sit on the phone and listen to your automated messages.
It is the last thing that your customers would want to do. Studies reveal that more than 60% of callers don’t prefer to wait for more than one minute, and more than 90% prefer hanging up the phone if they have to wait for more than three minutes.
If you make your callers wait long, you are losing an important business opportunity. Moreover, you have increased chances of bad word-of-mouth publicity, which may make you lose a lot of potential business.
Customers feel unappreciated
From a business point of view, it is not practically possible to answer every incoming call. But your customers have a different perspective when they call you. They are not concerned about how many receptionists or professionals you have. All they want is zero wait or hold time. Callers always look for a quick resolution to their problems when they call.
Long hold times make customers feel invaluable and unappreciated. They feel that you are not available when they require support. It could have dire implications and take your business to a dropdown level.
A recent study confirmed that after fewer bad experiences, customers would leave and turn to your competitor than keep using your services.
Longer hold times imply low-quality customer service
Modern customers are extremely busy. They don’t have time to check the expiry or ingredients of a product. But if they call you, it means they are facing a serious issue and want an instant solution.
If they call you multiple times and get no response or experience long hold times, it indicates poor support services for them. If your business cannot meet customers’ expectations, you are on the verge of losing your clients.
Callers feel frustrated waiting longer on hold times. They get angry when their calls are hung up or when they are left on hold indefinitely.
Cut down the wait time! Hire a business answering service!
The market competition is intense. Customer experience is more important than ever. If you want your business to succeed in the long term, you must meet all callers’ expectations. For this, you must hire a business phone answering service.
Here are some ways a 24/7 answering service can benefit your business.
- Reduce Hold Times
An answering service is available 24/7 to attend to your customers. It adds more extensions to your business and ensures that your callers are always attended to by professionals when they call your business. They are available for your callers, drastically improving the customer’s experience.
- Professional Responses
An answering service ensures to maintain high professional standards. You can hire them full-time, and rest assured they will respond to your callers pleasantly. They have complete control over how your callers are answered, ensuring you gain an enhanced customer experience.
- Strong Business Presence
A call answering service gives callers a range of options, making it easier to connect to various verticals. If you have a single designated person for every horizon, the caller gains choices, further establishing your business credibility.
- Receive Your Messages
With the help of a virtual receptionist, you can retrieve messages quickly. If they cannot solve a query, they can take a message and forward it to you, which you can reply to when you have relevant time. This way, your customers don’t have to wait, feel answered, and your business reputation is unharmed.
- Directs them to Relevant Departments
A virtual receptionist is a professional holding relevant experience and expertise. If you cannot attend to a call and the receptionist cannot solve the problem, they will direct the call to the appropriate department rather than keep them waiting long. It helps to enhance your customer experience and maintains your brand image.
Hire Call Answering Service by Posh and Offer Quick Responses to Your Callers
It is not feasible to be always available to attend customer calls. You have other important business tasks to handle. Hence, the best solution to reduce the wait time of your callers is hiring Posh’s business phone answering service. We deliver top-notch answering solutions ensuring your customers enjoy a great experience while maintaining a strong business presence. Learn more about our answering solutions by reaching out to us.
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