Don’t get us wrong – voicemail has its place. Like the microwave, the DVR, and that little clip that holds the bread bag together – it’s a revolutionary invention that made day-to-day life so much more convenient. And in business, it’s an important tool that allows for seamless information gathering and follow-up calls. But like parents are repeatedly told the television shouldn’t be used as a babysitter – voicemail and automated systems should never be used as your receptionist.
For one thing, your callers loathe them. And here’s why:
- They’re completely impersonal. Reason number one that your callers can’t stand voicemail and automated systems: they’re not We’ve said it before, and we’ll say it again: when it comes to customer service that wins over hearts and minds time and time again, nothing beats the power of a person.
- They’re mired in uncertainty. Leave a message at the tone – great. Done. Receive a reply, a response, a follow-up call? Who knows? When your callers have something important to say, they want to know that it is going to be heard today – not tomorrow or next week, or the week after that. Voicemail is a great way to lose their immediate business, and sometimes even their trust and respect.
- They put callers on the spot: We’ve all experienced this. When callers are faced with an impromptu need to summarize their thoughts in a tidy soundbite, they can become anxious, tongue-tied, or even start to ramble. They may even forget details – such as all-important contact information. And although it sounds ludicrous, in the era of smartphones, texting, and instant gratification, many customers aren’t experienced with leaving a voicemail. The mumbled, meandering messages that result are often a waste of time for them – and you.
- They’re frequently flawed. Automated answering solutions, in particular, are often riddled with aggravations. How many times have you found yourself losing your cool, or – we’re all friends here – screaming like a maniac (to a machine) after the third “I’m sorry, I couldn’t understand you” condescension? Add to that button mashing that never seems to make a difference, and an endless tirade of misdirects and more frustration, and voicemail and automated systems are the banes of existence for any self-respecting caller with a concern, question, or – God forbid – emergency.
Don’t allow your callers to be shipped off to voicemail or be paraded down a rabbit hole of seemingly endless prompts and empty promises. With Focus as your outsourced telephone answering service, your callers will consistently speak to a friendly, reassuring agent who is trained to answer for your industry. We’ll help you save time, money, and stress while ensuring that the right message gets to the right people at the right time.