Is Voice-Mail Frustrating Your Clients? A National Answering Service Says ‘Yes!’

Posted December 12, 2012 in live operator answering service, national answering services by admin

While almost all businesses in the U.S. utilize some form of voice-mail system, people in general are not fans of voice-mail. It is estimated that somewhere between 55 and 80% of callers who reach a voice-mail prompt will not even bother to leave a message. In addition, the rapid expansion of digital communications through computers and smart devices is due in part to the fact that people have come to prefer those other methods over voice-mail. Does this mean that voice-mail is doomed? Not likely, but as a business operator, it is important to understand some of the trends in communications to ensure you are not causing frustration to the very people you depend on for revenue – your clients.

The Personal Touch

The recent expansion of digital communications may also lead one to believe that live operator services are also on the decline, but as a national answering service provider based in the greater Philadelphia marketplace, we have found quite the opposite to be true. Although people have grown very fond of their digital devices, there is still no substitute for speaking to a knowledgeable, friendly, live person when you have a serious issue or business need. Even mid-sized and small business organizations that have limited resources for digital communications are engaging our services so they can appear to ‘always be there’ for their clients.

Ease of Communication

Ultimately, your clients want you to be there for them when they need you. If they pick up the phone to call you, there issue is likely bigger than what could be addressed in a quick e-mail, text or web form submission. If that call goes to voice-mail, there is a bit of a let down on their end. However, if that call is answered by a live person who listens to their issues, asks questions for clarification and gives them expectations of what the next step or steps would be, they will have a much higher level of satisfaction in their interaction with your organization. Companies who focus regularly on making it easier for their clients to communicate with them typically have longer, more profitable relationships with their customers.

Having a Plan

In a majority of organizations the IT team is charged with managing the phone and e-mail systems and the marketing team is charged with the website and social media communications. However, in this post we have mentioned the recent expansion of digital communications multiple times. In other words, the ways in which businesses communicate is evolving at a rapid pace. While IT and marketing may work on the tactical aspects of your communications, these days it is important to step back and look strategically at how you engage your clients and other target audiences on a periodic basis. The national answering services we provide may not work for every business model, but they are proving more and more to be a vital part of an overall communications plan that help businesses grow their success.

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