As we have all experienced, some businesses utilize automated phone systems that use voice recognition to address your needs. Have you ever replied with “address change” only to hear “‘the system didn’t recognize your response”? As a result, we’ve all become frustrated with the automated phone system at some point. If you’ve called to pay your bill but somehow got connected to their IT dept, you’ve experienced the flaws of automated phone systems. Read on to learn more about the importance of the human touch in today’s answering services.
What are the Pros and Cons of an Automated Answering Service?
Many businesses who are looking to improve their client relations may consider working with a live answering service to ensure that all of their phone calls are answered. When it comes to answering services, there are a lot more options available to businesses today than there were even a few years ago. One of these options is an automated answering service, an interactive voice response system that assists customers without a real human involved with the phone call. There are some benefits to fully automated answering services. It is relatively easy to use and like most answering services, it’s fairly customizable. The main draw is that it is one of the more affordable options for businesses. However, automated services have several drawbacks. Automated systems are poorly equipped to handle complex situations or unique requests. This inefficiency can frustrate or confuse callers who really just want to speak to a person to get help. This in turn can have a negative impact on the customer service experience. Not to mention, automated services run the risk of occasional technical difficulties or malfunctions.
What are the Benefits of a Live Answering Service vs an Automated Answering Service?
The main benefit of a live answering service versus an automated answering service is that it essentially eliminates every downside of automated answering services. With an actual human on the other end of the line, there is never a risk that the agent handling the call will experience “technical difficulties” or malfunction. A human is also able to handle a much broader variety of questions and concerns than an automated service can. They can also respond to questions relating to multiple different topics with ease without forcing the customer to go through long lists of options to try to find the answers they need. Most importantly, a live answering service has the ability to interpret the emotions and frustrations of a customer and has the tools necessary to help diffuse those frustrations, and improve that customer’s experience with your business. In other words, a customer is more likely to leave an experience with a live answering service feeling positive and satisfied.
The Flaws of Fully Automated Answering Services for Business
Businesses are complex entities whether they are small family run operations or large global corporations. It is because of this complexity and broad range of services that a fully automated answering service is a flawed option for businesses. Simply put, customers will approach businesses with a wide variety of questions, and chances are a fully automated service will never be able to predict or provide an answer to each of these questions because they are limited by what the program enables it to do. A live agent will always be able to work with the customer to find appropriate solutions in a way that is more efficient and positive than an automated service can be.
A Live Answering Service is a Good Business
Most of the time, a virtual receptionist will cost more than an automated answering service. However, the benefits of a live answering agent far outweigh the benefits of an automated system. An actual human is much more sophisticated when it comes to understanding the true needs of a customer calling into a business. It also has the problem solving skills to transfer calls to the appropriate individuals, record and distribute messages, and diffuse frustrated callers. Just like automated answering services, live agents can be available 24 hours a day seven days a week and on holidays. Many agents are bilingual as well, meaning they can interact and aid non-English speaking customers and expand the reach of your customer service.
A virtual receptionist is another live answering option for businesses. A virtual receptionist differs from an automated answering service because instead of a prerecorded interactive menu, a live individual will answer the phone for your business and work with the caller to answer their questions and provide services. The only difference is, instead of working in your office, a virtual receptionist works remotely.
Anserve Invests in Technology, But Doesn’t Forget the Human Touch!
At Anserve, we know that a customer service experience can be improved by advances in technology. For this reason, we invest in the top technology available so that our agents can clearly hear callers and our callers can communicate easily and effortlessly. We use software that is easily integrated into our clients’ operations to improve the flow of communications from the callers to our agents to your businesses. Each of these aspects improves the overall customer service experience that your clients engage in when they connect with one of our live agents, but we don’t compromise the benefits of creating a person-to-person experience simply because technology allows it. Anserve believes in maintaining “the human touch” because our research shows that customers are more likely to have a positive experience with your business when they have the opportunity to work with a live individual. To learn more about how Anserve can serve your business, contact us today.
Director of Business Development
With over 25 years of experience, Peter oversees the marketing, sales and account management for Anserve. He is an expert in customer service and strategic business growth, leveraging his knowledge to help businesses optimize revenue using efficient procedures.
