Despite business communication transitioning to an omnichannel approach with new technology such as chat, phone calls remain a primary source of communication for countless businesses. In fact, phone calls to businesses have increased due to the adoption of mobile phones (85 billion in 2016 and 2020 is estimated to exceed 169 billion).
That’s a lot of calls. As a small business, it’s close to impossible to answer them all. That’s why thousands of businesses hire answering services like PATLive to answer calls around the clock so that they never miss an important call again.
Answering services do more than just eliminate your ringing phone. A great answering service becomes an integrated partner of your business by tailoring your scripting to sound like they’re right there in your office – minus the noise. So what can PATLive do for your business?
Put Money Back in Your Pocket
Initially, it may seem like an answering service will be just another business expense. However, when you consider costs like training, wages, and equipment; a monthly rate for an answering service might be a major cost-saver in the long run. Not to mention all the extra opportunities you’ll capture by covering your phones 24/7. This post goes further in detail about how PATLive puts money back in your pocket.
Give your Customer Service a Boost
Acquiring customers can cost five times as much as retaining an existing customer, so why not provide the best customer service possible? Adding a live voice for your callers to speak to 24/7 is a guaranteed way to improve your customer service. Even if an answering service agent isn’t able to solve a customer’s issue overnight, your customers will have peace of mind knowing the issue will be resolved first thing in the morning as opposed to routing them to the dreaded voicemail box after hours.
Increase Your Customer Base
Retaining your customers is one way to increase your customer count, but another way is to ensure you’re capturing all of your opportunities. 80% of callers would rather hang up than leave a voicemail. You’re working hard to create those opportunities, how many new customers are you missing out on while your phone is unattended? Adding a 24/7 answering service guarantees that you’ll never miss a call again.
Provide a Better Experience
Customer service is just a piece of the overall customer experience pie. Let’s say you have a receptionist who works from 9:00 to 5:00 Monday through Friday and she answers the phone in addition to other administrative duties. You hire PATLive to answer the calls your receptionist isn’t able to. You’re now adding the following to your customer experience:
- Bi-lingual answering
- 24/7 coverage (after-hours, holidays, weekends, etc.)
- Overflow support
- A friendly and professional voice for every call
Becoming more accessible and always offering a human connection improves your customer experience.
Save You Tons of Time
Adding PATLive frees you up to do other things. Let us handle the mundane calls like:
- Frequently asked questions – “What time do you close today?”
- Appointment scheduling – “Do you have any open appointments next Tuesday?”
- Order Processing – “I’d like to place a new order.”
- Message Taking – “Can you please have Bob call me back when he’s available?”
- And more!
Not only does PATLive save you time by answering phone calls, we can also reduce redundancies by integrating with the software you’re already using. For example, we can use your appointment scheduling software, your payment processing program, or your CRM so that we automatically process the caller’s request according to your custom script making you even more productive.
Adding an answering service to your business allows you to capture more opportunities, provide great customer service and overall better experience. However, it’s important to choose one that will be the best fit for your business. PATLive has been answering calls since 1990, offers 24/7/365 coverage and scripting consultants that get to know your business to create a completely custom script. We also offer a 14-day trial that is completely free. Click here to learn more.