The Importance of Timely Customer Service for Small Businesses

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Small business owners generally have to face a series of uphill struggles in the first few years of launching their startups. It doesn’t matter whether you are offering a product or a service; having a customer service centre is crucial to the success of your business. Given the fact that it hardly takes a few months for other companies to follow suit if you release something that’s successful, the only way that you can distinguish yourself in this competitive landscape is by offering high-quality tailored consumer services.

One of the main reasons why many customers prefer buying products from small businesses rather than relying on large corporations is because of the customised service that they offer. Therefore, it’s easy to say that offering a timely consumer service could have a major impact on the profitability of your company. It could help you grow your business considerably and could also contribute to the goodwill of your company, eventually helping you form a brand. People generally remember the quality of service that you offer and will be more than happy to refer you to others if they were satisfied with the service that they got.

However, from the business side of things, setting up a customer service department is much easier said than done. There are a whole lot of different problems that you need to worry about, especially with the limited operating budgets that most companies start off with. First of all, setting up a separate customer service department in house isn’t cheap at all. In fact, it’s going to cost you a considerable sum of money just to purchase the required equipment needed to receive and reroute calls. On top of that, it will inflate your operating expenditure by a considerable margin, too, thus drastically cutting into your profits.

In the early days of any business, the primary focus lies in the manufacturing and distribution of the products. You would want to invest all of your capital to ensure that the production continues and that you are able to fulfil orders from different clients. This leaves very little money for businesses to invest in their offices, which is why most of the small business offices are in relatively poor shape.

The thought of adding on more employees, purchasing new equipment, and setting up a separate office just for catering to phone calls regularly is pretty low in the pecking order for most small businesses. In order to provide a barebones customer service and to give their customers whatever they can, most companies have standard telephone sets. All employees know that they have to answer phone calls and duties are usually divided between different employees. Naturally, when a call comes in the middle of a busy workday, it causes serious distractions.

Unfortunately, there are a lot of problems with this method. First of all, people might remain on hold or have to contend with that terrible “busy phone” tone while you are on a call with someone else. Secondly, if nobody’s around to pick up the phone, a customer may end up calling lots of times, either to ask for more information or to register a complaint, and find that there’s no one to pick up the phone. In either case, people are going to be disgruntled and probably take their business to another company.

Outsourcing Is a Great Solution

Thankfully, companies such as Message Direct have now made it quite easy for small business owners to offer quality customer service to their clients at an affordable price. Many small businesses have begun to outsource their customer departments altogether so that they can focus more on the tasks at hand and not have to worry about taking calls all day long.

When you go to the company, they will first take down all important details related to your business. You can brief the representatives about the kind of service you are offering and the nature of work that you do so that everybody’s on the same page. The main aim is to ensure that callers don’t feel as if someone else is taking the phone calls. That’s why it’s so important to ensure that all relevant details are provided beforehand. Once all details have been divulged, you can choose from the different packages that the company offers and set up the account.

What’s the Benefit?

Most telephone answering companies have numerous packages so you don’t have to go for the 24/7 answering option unless you really need it. In certain situations, you might need additional help for taking on phone calls. For instance, if your business has been featured in the media for one reason or another, there’s a very high chance that you’ll be bombarded with phone calls from interested customers.

If you don’t have proper telephones to answer their calls at a moment’s notice, you will end up losing a great deal of potential revenue, not to mention how badly it will affect your company’s goodwill. For that purpose, you can just contact the telephone answering service for their media response services. They will put on a team to handle calls and take down messages until the media furor dies down. If customers notice that you are answering calls on time, it’s going to go a long way in establishing your credibility in their eyes.

Hiring a company for outsourcing all of your telephone answering needs has a lot of benefits apart from simply helping you when there’s an influx of calls. These companies charge a standard fee per month for their packages. Compared to the upfront costs of purchasing all of the equipment needed to set up your own telephone answering department, it’s easy to see why the popularity of such companies has increased exponentially. These companies have made it easy for people to open small businesses without having to worry about how to handle customer service. It’s a much better option that gives you a great deal of benefits, especially during the early days of launching your own company.

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Small Business