I’d like to share with you a little story…I tried booking cinema tickets over the phone, yesterday. I don’t think I can recall a more frustrating experience…
The “conversation” (although I’m not sure talking to a machine fits within the conversation remit) went a bit like this:
– ” Which cinema would you like to book?”
– “Liverpool One”
– “You would like to book a ticket (long pause) Leicester”
Sounds familiar, I’m sure… The whole process took ages, I lost the will to live when the machine kept getting the amounts of tickets I wanted to buy wrong and I just hung up. Result, the cinema lost a sale. There is nothing more infuriating than talking to a machine when you want to speak to a human being.
The same could be said for the beloved system which makes you press 1, press 2, press 36 and 72 whilst hoping on the spot on one foot. Diligently, we all do in the vain hope that you may, by accident, get to speak to the caretaker who might, if he’s in a good mood, transfer you to the department or person you’d like to talk to.
You might wonder where I’m going with this? It’s quite simple, as the technology becomes cheaper and more accessible, more SMEs think it’s a good idea to copy the big guys. It bewilders me that anyone who has experienced any of the above would think it’s a good idea to subject their clients to a similar experience….
Technology can be very seducing at face value and the savings it is supposed to make to a business quite attractive. Somehow, what isn’t taken into account is the cost attached to their clients. Each customer that hangs up is costing your business hard cash and your reputation, it’s as simple as that.
One thing the new technology doesn’t do is tell you how many clients you’ve lost because they just hung up when a machine started talking to them.
The Solution is much more simple than you might expect… By outsourcing your call handling to a live call answering service, you’ll be able to ensure your calls are answered even when you’re unavailable. Your clients will be treated like human beings and they will talk to real people.
Now, there’s a novel idea! Real people talking to real people and ensuring your customer service is second to none!
The cost? Well, let’s just say you probably spend more on your daily cup of coffee in your favorite high street chain!