Why customers still want to speak to a real person

Tuesday, May 19th, 2015

In the 21st century it can be hard to remember that, even though most of your company’s transactions and communications may be conducted online, there are still people who prefer to speak on the phone, to a real person.

So who are these people? Often the main culprits can be customers who fall into a slightly older age bracket. If computers weren’t around when they were younger, it can be hard for people to get their heads around the internet, struggling to use it efficiently and often worrying about the safety or logistics of making payments online.

They’re far from the only group of people who might prefer to use the phone though; people with busy schedules also often prefer to place orders on the phone as it can be easier and quicker if your computer isn’t already fired up, or they’re placing an order from somewhere with a dodgy wi-fi signal.

Consider people who are blind or have poor eyesight – whilst some might have aids to help them to use a computer, it can often be far easier and faster for them to punch in a phone number than it would be to type their details into an e-commerce website.

Of course, some people simply don’t have access to the internet – it would be a shame to miss out on their custom.

By using our virtual receptionist service, you will be able to access those people’s business, rather than face them defecting to a competitor. Even if you have your own in-house staff to answer phones there will be times when your lines are busy, your receptionist is sick or your phone line is down. In these cases, using a virtual receptionist can reduce wait times for customers calling in and eliminate the risk of dropped calls, ensuring that your customers stay loyal and happy.

All of our virtual receptionists are highly trained, familiar with your account and systems and can answer calls instantly. They can then help out with order taking and payment processing – making a virtual receptionist service the perfect back-up system for any small business.


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