Thinking about hiring a virtual receptionist?
Consider for a moment how much of your day is spent online. A significant portion of that time is probably spent on your mobile device. Now consider the thousands, nay, millions of other people who practically live out their lives online! When so much time is spent socializing and shopping online, it’s no surprise that customers have come to expect that all of their business needs should be met in the online arena. Is your business web and mobile friendly? Do you have the quantity and quality of staff that can provide a 24 hour service to your customers, in the channels online customers want to be in? It’s time to consider adding Virtual Receptionist Live Chat services to your customer service playbook. Here are a handful of compelling reasons to bring Virtual Receptionist Live Chat services to your business:
1. Improved customer service experiences
Customers report higher levels of satisfaction when using live chat compared to other customer service channels. 73% of customers reported service satisfaction with live chat, whereas only 61% of customers received satisfactory email support, and only 44% of customers report satisfaction with phone customer service.
2. Reduced operational costs
The average company loses between 1% and 2.5% of total revenue due to the time it takes to train a new hire. When customer service is on the line, business owners need fast, effective solutions. Hiring in-house customer service representatives puts your business at risk of leaving existing customers unsatisfied, or losing new customers due to the downtime associated with training new employees.
3. Customer satisfaction
Even though your business might operate during a traditional 9am to 5pm timeframe, customers are becoming increasingly active at all hours of the day and night. 75% of online customers expect help within 5 minutes, and 51% of customers want businesses to be available to them 24 hours a day, 7 days a week. Virtual Receptionist Live Chat services offer businesses an opportunity to help customers at any time. This greatly increases customer satisfaction, and helps capture new business on your customer’s terms.
4. Increased productivity
Business owners and employees know all too well the stress involved with managing a phone that is ringing “off the hook.” When a heavy call volume is jamming your phone lines, employees become stressed, and customers quickly become turned off by wait times. Your business will enjoy increased productivity with a Virtual Receptionist service, because it allows multiple conversations to occur simultaneously. Whereas you are limited to the calls you can receive at any given time, a Live Chat service can manage customer service volume efficiently and quickly. This in turn leads to increased productivity of on-site staff.
