The call answering professionals: Over 23 years of virtual receptionist experience

Web chat and telephone answering: why your business needs both

By Nick East

July 14, 2021

Customers have always had big expectations when it comes to dealing with businesses. Whether it’s a telephone call, a web chat, or face to face, we all expect to be treated in a friendly, but professional manner and our queries dealt with swiftly. 

The pandemic, however, has brought customer service even more into the spotlight and according to Salesforce, customer expectation has hit an all-time high, with many of us craving a personalised and proactive service across all channels. Businesses must make sure they have all these channels of communication open – and that’s where we can help.  

Why you need call answering

If your business is missing telephone calls, or letting them ring through to an answer phone, that’s both costing you money and giving a bad impression of your business. A call-answering service can be a great solution to really capture every potential lead and give a good professional image. This is particularly useful if you run a small business and just haven’t got the time to take every call. 

Maybe you wish to outsource this part of your business to avoid the many distractions a ringing telephone can bring, or perhaps you just want an overflow service or a 24-hour solution? With clients becoming more demanding, we have a variety of  flexible solutions that can be tailored to your customer base. 

Why you need web chat

If you already have a telephone answering service in place for your business, you may wonder why you would need to bother with adding web chat to your website too. But keeping up with technological trends is hugely important. Live chat, for example, was identified as key to customer satisfaction back in 2019

More often we are seeing people doing business at the time of day that suits them, which might be when your office has gone home for the day. We’ve also found that different customers prefer different ways of getting in touch. Web chat, for example, is especially helpful for anyone who doesn’t have the time to read through your website or a brochure for specific information. This sort of query may only need a quick answer that can be given to the customer through a web chat in minutes. 

Combining call and web chat answering

In competitive industries, potential customers will move on very quickly to the next option if they don’t quickly find what they want. Using voicemail or having no chat option may mean the end of many customer relationships before they’ve even begun. 35% of people want to deal with the same representative, regardless of the channel, be it phone or chat. And this omni-channel customer service experience has been tipped with creating a massive 91% higher customer retention rate year on year. By combining call answering with web chat services, you can be safe in the knowledge that each enquiry will have an immediate human interaction, even if you are unavailable, building up a better and stronger client experience with every interaction. 

If you’d like to speak to us about putting together a bespoke call and web chat answering plan for your business, please get in touch with us today. 

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