In a perfect world, your customers would use your products or services and never have a hiccup. It seems as your company grows, so grows your clientele, so grows the number of calls for your help desk. While providing instant customer service is important, sometimes it’s not realistic. Keeping your customers on hold isn’t realistic, either.

One solution that’s growing in popularity is to provide an automated customer service system tailored to your company. How well this format works for your business depends on several factors, including the types of help desk calls you receive and how varied the solutions are. With the latest in technology at your fingertips, however, there are customer service programs that are backed by a satisfaction guarantee.

Automated Customer Service

When customers need help, they want it at their convenience, not yours. A 24-hour automated service provides immediate assistance for most help desk issues. Using an interactive voice response system (IVR) enables your company to handle issues with step-by-step instructions or yes and no answers. A touchtone keyboard access system can also provide interactive responses from the customer. The idea is to engage your customers and help them resolve their problems as quickly as possible while your office is closed or your help desk support team is helping someone else.

There are several scenarios where an automated system like this is helpful:

  • Common troubleshooting issues with straightforward solutions
  • Answering questions about product manufacturing
  • Providing order shipment and tracking information
  • Reporting service outages or malfunctions
  • Accepting payments

If the customers’ questions or concerns can’t be satisfied through the automated system, the system can transfer them to a live person on your help desk or offer another customer service center alternative.

Offering clients an automated troubleshooting system for support first will cut down on your help desk support traffic, making your skilled professionals available for more complex and unusual questions without compromising your company’s high customer service resolution record.

If you have a service-based business, like a plumbing or air conditioning repair service, you probably have a number of employees who are set up to go on service calls every day. It’s important to make sure that all of your bases are covered, however, it can be hard to handle it while you’re running your business. A dispatcher from an answering service can lessen your front office stress so you can concentrate on the daily operations and service calls that keep your customers coming back.

1. Free Up Qualified People

When you started your business, you probably had the idea that you would spend most of your time doing what you do best, which is providing contractor services in your field. You probably weren’t thinking about having to stay in the office to answer the phone, oversee a receptionist, hire and fire people, and worry about who’s minding the office while you’re out handling the service calls and doing the actual work for your customers. If you or your qualified technicians are spending valuable time minding the store instead of doing the contractor work, you could use someone offsite who can handle the phones, schedule appointments and service calls, or contact your technicians for dispatch while you handle the other details, like running your business.

2. No Favoritism

when employees are on the receiving end of service calls, they sometimes have a real or false perception that certain people get the gravy jobs from dispatch while they get the worst calls or the most difficult. By having a non-partisan and objective answering service representative handle your dispatch calls, you can put the favoritism slant to rest. Basic guidelines for contacting personnel will help get the right type of help to your customers and your employees will be happier.

3. Around the Clock

Emergencies happen. They don’t wait for regular business hours. An answering service fields calls that come at all hours of the day – and night. This means you can get a good night’s sleep, have a social life and still handle emergency calls from customers at all hours of the night. This also prevents you, as a business owner, from having to pay employees overtime to cover the phones late at night or on the weekends.

4. Friendly and Professional

The first impression that your customers get is via telephone. Make sure the person answering calls has a professional and pleasant voice, as well as a friendly demeanor. It can be difficult to find just the right person to handle your phones, especially if you’re in a small town or a rural area. One option is to use a company that provides pre-screened personnel who are professionally trained and provide a friendly and professional experience for new and repeat callers to your business.

5. Keep Up With the Pace

During the summertime, more people are at home and the weather can have a strong effect on the volume of service calls that your company receives. A higher number of emergency calls for air conditioning problems, power outages and plumbing issues is expected. Can you handle the volume? By outsourcing your dispatch calls to an answering service, you ensure that each and every customer that calls gets the proper service and attention needed.