It’s an all too common scenario in the consumer landscape when a small, mom-and-pop shop struggles to stay afloat when a big-box store comes to town. The assumption has been that once loyal customers are lured away by the lower prices and more products, but it looks like times may be changing.
As shared in Why Customer Service Needs To Be Your Top Priority In 2018, customer service will replace price as the key brand differentiator by 2020, according to a report by the customer intelligence consulting firm Walker. Other studies are showing a similar trend—that consumers are no longer motivated solely by price.
In fact, a study by Harris Interactive found that:
- 9 out of 10 Americans are willing to pay more for a superior customer experience.
- 80% of Americans believe smaller companies place a greater emphasis on customer service than large businesses.
Today’s consumer has moved beyond choosing a product or service solely because of the price. What customers value today is a human connection through high-quality service and personal touches, which are often the hallmarks of small businesses.
In order to satisfy those customer service demands, many small businesses are partnering with live answering services to make sure all their calls are answered and customers are attended to in a prompt, friendly manner. As shown in Should You Hire A Receptionist For Your Small Business Or Outsource Your Calls?, with a live answering service you have a team of receptionists available around the clock at a fraction of what it would cost to hire one in-house receptionist.
What some business owners don’t realize is that their customers won’t even be aware that the friendly person they’re speaking with isn’t actually sitting in your office. You provide the answering service receptionists with your preferred scripts and preferences for how your customers’ calls are handled, including which calls you consider urgent and which are routine.
No call is lost or put on hold for long periods, and no customer is left wondering when and if you’ll get back to them. In addition, the answering service receptionists can help with other business tasks such as scheduling appointments, taking orders, or CRM management.
If you’re running a small business and are wondering how to improve your customer service to stay competitive in 2018 and beyond, Voice Link of Columbus, Inc. can help. Our answering services save you valuable time and money by managing your calls whenever you need, whether during peak hours, after office hours, or around the clock. Our monthly plans contain no hidden fees and are customized to suit your unique needs.
Voice Link of Columbus, Inc. provides live answering services that exceed your expectations, with expert staff, technology, and an 82% referral rate. Request information online or call us at (800) 262-2799 for a free consultation.