Why Experienced Businesses Don't Cut Back Their Customer Service Budget

"Your (insert call/email/chat here) is important to us, but we are experiencing an unusual number of requests at this time..."

Maybe you have experienced this when engaging with a business. Personally, I don't mind hearing this if an agent will address my request shortly, but when the wait is over any reasonable amount of time… it is frustrating. We all know it shouldn't have to come to this point. Poor customer service can damage your company's image, brand, and revenue.

I recently had to deal with a banking error with a well-known Canadian Bank. I placed over six phone calls and sat on hold between 20-45 minutes each time before I reached someone… and I can almost guarantee that every reader who entertains this blog has had a similar experience at some point.

Where Customer Service Goes Off the Rails

Most businesses are tempted to think that their customer service budget is the best place to trim spending… or even believe that outsourcing their customer service to an offshore business will reduce costs. But, as consumers ourselves, we all know this is a fundamental mistake that leads to countless negative customer service experiences. Often, it comes back to haunt businesses.

80% of CEOs believe they deliver superior customer experiences with little investment. Only 8% of their customers agreed.

Cutting back on customer service options in a 24/7 world can be both short-sighted and disastrous. Instead, it is more viable to increase the level of customer support you provide to your customers over the long run. When money is tight, consumers become much more concerned about where and how they spend their money… which often leads to the customer service experience being an essential factor in the consumer decision.

Customer Service Is Often Overlooked

Providing exceptional customer service is certainly not a new concept. It's been a theme across business books, case studies, and articles for many years. And we all know as consumers that if your organization doesn't provide the experience your customer is looking for, they will go elsewhere.

Consumers often say that customer service is not what it used to be, and thanks to innovative customer service solutions, like those offered by Intercon Messaging, the opportunity to retain customers and secure new ones along the way, has become easier to do.

53% of organizations don't believe they make it easy for customers to handle their issues/requests.

Customers want an authentic and responsive customer experience where they feel heard, and their issues are resolved. They also expect that when they do need to speak, text or email with an organization, the person on the other end has the skills and know-how to resolve their issue or can connect them to the right person who does.

So, How Does an Answering Service Help?

Good customer service is essential for any business and growth, but most importantly, it can give you a powerful competitive edge. As a business owner, it can be challenging to deliver the customer service you want, but an answering service, such as Intercon Messaging, can be an essential tool to optimize your customer's journey.

Provide 24/7 Access

Being available beyond regular office hours is a massive advantage for your customers. An answering service can facilitate that personal touch consumers value so highly by answering calls, emails, or chats 24/7.

Give the Right Impression

Whether you are a rookie start-up or an established business, an answering service can help reinforce strong client relationships and maintain a high-quality professional image. Your relationship with your customer begins as soon as you answer the call, email or chat, so having a professional receptionist who's always available can make all the difference.

Increase Customer Satisfaction

Every engagement is an opportunity to provide excellent customer service, but stopping your workflow to address the phone, email or answer a chat, can sometimes be difficult or an inconvenient distraction you simply don't have time for. If you have ever had to put your customers on hold for extended periods, ask them to leave a message or tell them you will call back later - a business like Intercon Messaging can help.

Make It Easy to Reach You

Most organizations support customers from multiple generations, each with their preferred way of communicating, from traditional phone calls to chat and even online self-service options. Unless the customer does not have an option, they will tend to find a company that communicates using their preferred channel. This is why the one-size-fits-all customer service solution isn't a sustainable practice anymore. This is where a professional call centre like Intercon Messaging can help.

Let’s Connect

From what I've seen over the years, is that the companies that do well after an economic crisis are laser-focused on customer service and, most importantly, caring for and retaining customers. To remain competitive and as clients become ever-more demanding in this instant-access world, it's crucial that you provide the customer service your consumers expect. At the end of the day, it will only enhance your competitive advantage.