CSnotepad Virtual Receptionist Survey

Monday, June 25th, 2012

You could be forgiven for thinking that nobody uses the phone to contact businesses anymore. In business they talk a lot about social media engagement, brand reputation and mobile site optimisation, but they forget at their peril that customers often want to speak to an individual when they contact a business. While customers might be happy to use online forms when making lukewarm sales enquiries, they pick up the phone when they need immediate answers.

The CSnotepad Virtual Receptionist Survey picked the brains of 300 UK business managers and administrators, and aimed to find out about the sources of business’s customer service enquiries in 2012, as well as manager’s awareness of outsourced customer services.

What is your busiest customer service channel?

Customer Service Channels

Email has overtaken the phone as the main customer service channel, with over half of respondents (56%) saying that it was their most popular source of customer service enquiries. The telephone was the busiest customer service communications channel for 37% of respondents, while it was website enquiries for 7%.

The survey highlights how crucial the telephone can be as a customer service channel; good telephone service is something which many customers value highly. While an email has an expected turnaround time, customers who pick up the telephone often want instant answers and can become frustrated if they are left on hold for a long time or not called back.

Did you know that a Virtual Receptionist service can take customer orders and manage diaries?

Virtual Receptionist Services

Providing good customer service is all about balancing high quality service with efficiency. Many businesses turn to external providers for customer services, freeing up resource to focus on other functions within the business. The majority (61%) of managers and administrators were unaware of the full range of virtual receptionist services available, including order taking, diary management and call forwarding.

Would you be prepared to pay more for a Virtual Receptionist service if they knew your business and could offer more than message forwarding?

Telephone Answering Services & Virtual Receptionists

Nearly a third (28%) of respondents said they would pay more for a telephone answering service if it could offer more than taking and forwarding messages. Managers and administrators value order taking, call patching, virtual address and voicemail services, but 61% of them are unaware that virtual receptionists can offer these services.

At CSnotepad we know that every business is unique, so we offer our clients flexible virtual receptionist and telephone answering services that can be tailored specifically to their individual needs. CSnotepad can work within budgets to provide a friendly and professional virtual receptionist and telephone answering services to ensure customer satisfaction.

Download the Virtual Receptionist Survey Report as a PDF here

Trackback/Pingback (1)

  1. Customer Service Goes Social on Friday, July 20, 2012 at 10:46 am

    [...] to the CSnotepad Virtual Receptionist survey, 93% of customer service communications to UK businesses are still received via email or telephone. [...]

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