Did you know that 86% of consumers will stop doing business with a company after a bad service experience?
On a scale of 1 – 10, customers rated ‘can’t reach a human’ at 8.9 when asked what annoys them the most!
Furthermore, 72% of callers who reach an automated answer will hang up without leaving a message. Customers even reported hanging up in frustration when they could not get through to talk to a real person.
It takes a massive 12 positive experiences to make up for a single negative experience which is extreme when you think that our telephone answering service allows your customers to always talk to a real person!
When it comes to customer service, it is better to think of your own experiences and opinions, rather than general market theories.
As a consumer, what do you expect from a company?
Figures show that those who can’t communicate directly with a person feel they aren’t receiving great customer service. So as a small business owner it is vital to acknowledge these issues and treat your customers in a way that you would expect to be treated.
We understand that many of you will juggle multiple jobs and be swamped with other tasks which will mean you are unable to answer the phone. Our phone answering service takes a load off your mind and ensures that all calls are dealt with in a professional and friendly manner.
Phone calls can interrupt your day, and on average this means that it can take 25% longer for you complete the task in hand. This is not only bad for business, but also quite frustrating and stressful for you!
87% of consumer’s perception of a company is influenced by tone of voice, and it is within the first 7 seconds that a customer will form their opinion of your business. This is bad news if you are stressed and busy as this will reflect in your attitude towards new and existing clients.
Our messaging service allows you to deal with calls at a moment that suits you, when you are in the right environment and have the time to deal with enquiries in the best way possible. Now that sounds like great customer service!
We will answer your calls in any way you choose; our virtual assistants are friendly and helpful with impressive customer skills so you don’t have to worry about missing a call again! We can also look after your social media accounts and communicate with your customers, this is important as 85% of consumers said they were delighted when they received a public response to their comments on social media from a brand.
73% of consumers have chosen to spend more money with a company because of a history of good service and a happy customer is likely to tell 4 – 6 people about their positive experience.
So what are you waiting for? Do your business a favour and call Keepoint today!
Sources: Market Force Research, Epson Business Council Report, Maritz Research, Consumer Reports, Understanding Customers.