Customer service is hugely important here in the United States, there is certainly no denying this. Of course, the importance of face to face customer service cannot be discounted in any way, but having an after hours call service can be hugely beneficial for just about every business out there. After all, some of the people who will call such an after hours call service will only have been able to seek out help at that time and not at any point before. Therefore, the after hours call service presents a great deal of accessibility to customer service help (or other such help for a certain problem related to the business in question) that would otherwise not be there for all too many people here in the United States and beyond.
For instance, a call answering service for a doctor’s office can be hugely important. Having such an after hours telephone and after hours answering service means that patients will be ablate get the medical advice that they need as they need it, the important of which that, again, should not be underestimated. For patients, such as expectant mothers, who are not sure yet if an emergency room trip is really warranted, answering services where they can speak to a medical professional one on one can be hugely beneficial to their overall well being and peace of mind.
And many people simply would prefer to speak on the phone with a real live human when there is a concern over a product or a service, thus necessitating the after hours call service for just about every single place of business here in the United States. In fact, the data that has been gathered on the subject more than supports this claim, showing that more than three quarters of all customers (around 79% of them, to be more precise) actually very much prefer phone interactions with customer service staff than any kind of other interaction they could possibly have. Some studies even show that this percentage of people who prefer phone call connectivity has even risen to 80%, which is certainly significant by just about any means.
But with all commercial answering services, the after hours call service that is in place must be of as high of a quality as is possible, as a bad customer service experience is likely far more detrimental than simply having no option for customer service at all. Again, the data backs this up, as it shows that more than three quarters of all people (around 80% of them, according to recent data gathered) will actually just hang up the phone if they get a voicemail, preferring to speak with a live answering service whenever it is possible. In addition to this, very nearly 65% of all people are actually likely and willing to spend a considerable amount more money at a company or any given place of business when the customer service is particularly good, showing just how important and impactful customer service representatives and the presence of an after hours call service can be.
Of course, the way that customer service representatives actually communicate with the clients is a matter of great importance as well, and is perhaps even more vastly important than the speed at which they are able to answer the phone (though this is not to say that this factor does not matter, for it does quite a bit). For instance, it’s been recommended to stay away from heavily scripted calls. While having some type of script can be beneficial to provide a set of guidelines, relying too much on any given script can actually have a detrimental effect, as it can prevent emotions like empathy and emotion in general from being conveyed, which are both incredibly important for making a connection with any given customer.
At the end of the day, there is no doubt about it that the presence of an after hours call service can be hugely beneficial. However, the quality of the employees working for this after hours call service is a particularly important factor throughout the country.