The research doesn’t lie.
Nextiva’s customer service stats show that excellent customer service is essential for getting more clients and increasing your practice’s revenue. According to the data, businesses that provide positive customer experiences have 4-8% higher revenue than the competition. And as the customer experience grows more positive, customer retention gets an automatic boost.
The result? Profit growth of 25% to 95% when customer retention rates reach 5%. Cha-ching! Not bad, huh?
Here comes the sad part.
One-third of customers would consider switching businesses after just one instance of subpar customer service.
Bad customer experiences begin when you’re unable to hear your clients’ needs. According to Salesforce, 66% of your customers expect you to understand their unique needs and expectations. For many customers, the first step in having their needs met starts with a phone call. Sadly, many of these first calls don’t get answered and go right to voicemail.
The worst part?
80% of callers who reach voicemail do not call back. Instead, they call your competitors. The outcome of these missed calls is a loss of up to $60,000 yearly. That’s huge.
But you can avoid such losses.
By responding swiftly to customer inquiries with the help of specialized customer service providers.
The Demand for Specialized Customer Service Providers
If you’ve been differentiating your business from others based on price, you’re doing it wrong. According to PWC, customers are willing to pay a 16% price premium on products and services, provided they can have an excellent customer experience.
So why do customers prioritize quality customer experience instead of the product or service they want? Competition.
Over the years, entrepreneurs created many businesses. For instance, the U.S had 27.9 million small businesses in 2010. Fast forward to 2021, this number has risen to 31.7 million.
As more businesses spring up, customer options expand.
The result? Your customers’ expectation is now higher because they know your competitor is around the corner. Today, 73% of consumers say that customer experience helps to drive their purchase decisions. This means you can’t afford to play catch up when it comes to providing services that delight your clients.
Your customers want quick, friendly, consistent, and convenient customer service. And frankly, they don’t care if you have a million clients to attend to. They want you to answer their call and treat them as a priority, EVERY SINGLE TIME.
But do you have the time to answer every client’s call? The answer is “No.”
That’s why you may need specialized customer service providers to help you take calls, book appointments, fill and maintain your pipeline with a consistent inflow of prospects and customers.
Benefits of Specialized Customer Services
Specialized customer services provide a ton of benefits to your business. Let’s explore a few.
1. Increased employee productivity
Call volume can skyrocket to unmanageable proportions quickly. So what do you do when that happens? Assign an employee to take the calls? Wrong.
Doing that will negatively impact the employee’s productivity and hinder their ability to perform their core functions effectively. In fact, the American Psychological Association says, “Doing more than one task at a time, especially more than one complex task, takes a toll on productivity.” Shuttling between client calls and regular job responsibilities isn’t the best for your employees or your business.
If you want to retain optimal employee productivity, consider outsourcing your appointment scheduling to virtual receptionists. Why? You’ll be helping your employees to focus on their job, do what they love, and increase your revenue.
In other words, you’ll have happier employees. Happier employees are more productive, and research proves it.
A study conducted by Oxford University’s Saïd Business School tracked several workers in British telecoms BT’s contact centers over a series of weeks. What did they find? The happy workers were 13% more productive.
Many factors like unclear and constantly changing expectations or priorities can reduce employee morale and make them unhappy.
That isn’t good for any business. And when you saddle an unhappy employee with taking customer calls (as an extra responsibility), their unhappy vibes could trickle down to your customers. This prevents the customer from getting the best attention to their needs.
Specialized customer service providers ensure your employee morale is always high. How? By becoming your virtual customer service team and treating customer inquiries immediately and with a smile. The plus? You’ll increase your capacity to book new appointments without the need for additional staff and costs.
2. Improved customer interactions
Every interaction with a customer is a chance to build trust, and once you establish trust, the customer is likely to stay engaged. But you can’t develop trust with your clients if you keep missing their calls. In fact, you could lose their trust when you keep sending their calls to voicemail. What if they have an emergency? Voicemails can’t help. Specialized customer service providers like Smiledog help businesses to immediately engage their customers. But don’t take our word for it. Hear it from Integrative Health Institute:
The good news is, you can get specialized customer services for your business at a fraction of what it would cost to hire an in-house receptionist.
- Save on overhead: Specialized customer services allow you to pay as you go. You only pay for what you use.
- Eliminate recruitment cost and time: How long did it take you to find your last employee? A week, two, a month, three months? That’s a lot of time, plus the new hire may not be a fit for your business. Using specialized customer services gets you pre-screened additions to your team. And if the person doesn’t work out, you will have access to a replacement with no downtime or additional training required.
- Minimal training: Want to skip the hassle of time-consuming and expensive onboarding? Specialized customer service providers help with that. For instance, Smiledog trains its team extensively so that they can step into your organization and begin doing the hard work of managing your customers.
- Minimize opportunity cost: The cost of missing a call amounts to thousands of dollars. A specialised customer service agent prevents that.
- Increased productivity: Time is money. Having a specialized customer service agent in your team means you have more time to focus on what moves the needle for your business — customer acquisition.
3. Customer retention
Did you know that acquiring a new customer costs five times more than retaining an existing customer? SO convincing a new customer to do business with you is more expensive than trying to convert existing ones. Without someone who is trained and ready to take calls and set up appointments in your absence, your customer pipeline will bleed out new leads.
Using specialized customer services doesn’t only get the customers in the door; it also helps you retain them. How? By making the specialized customer service provider a virtual arm of your business. This allows the customer service team to build on previous customer relationships and improve customer loyalty.
Like Jeff Bezos said;
We see our customers as invited guests to a party, and we are the hosts. It’s our job to make the customer experience a little bit better.
Once the customer is delighted by your service, they’ll stay with you for much longer.
And that’s what your business should strive for — loyal customers.
One-off client relationships aren’t sustainable. Loyal customers are the basis of non-stop repeat business. And how do you get loyal customers? It begins with the first phone call.
Overwhelming research shows that you need to take your customer experience seriously, and specialized customer service is the future. The good news is that you don’t need to spend money or waste time hiring more employees. Hiring virtual specialized customer service providers helps you cut costs, keep your customers happy, and allow your business to thrive.
Doing this will improve your employees’ productivity, increase customer interactions, and positively impact your customer retention rates.
Like to find out more about Smiledog’s specialized customer services? Schedule a free consultation with us today.