From Basket to Checkout – Get Your Customers Buying with the Support of a Telephone Answering Service

Wednesday, May 17th, 2017

There’s no doubt that great customer service is crucial in making you stand out from your competitors, seeking to turn potential sales into money in the bank, and transforming one time buyers into loyal customers. But there’s also no doubt that top notch customer service can become a drain on your time, if it’s not your own time then it’s the time of your staff which has a substantial financial cost attached. There’s no avoiding it, but there are ways of working smart, investing in the right areas and choosing the right support. In this blog we’ll look at how a telephone answering service can help you to improve and maintain your customer service to convert your leads into sales.

questions marks

Firstly, make sure your buying procedure is planned from the point of view of the buyer. Think like a buyer and not a seller and it may dramatically affect the way you run your business. Take yourself through the buyer’s thinking process and ask yourself what obstacles stand in their way when it comes to actually parting with their money.

Don’t make the mistake of thinking that it’s all about the money for the buyer, there’s likely many sellers out there all selling a similar product at a similar price, and with the boom of the internet it’s never been easier to find them. So how does a customer choose one seller over another? The truth is that a customer relies on more than numbers, we’re not solely logical thinkers, we’re emotional thinkers, indecisive go-with-our gut thinkers too! Customers are naturally suspicious, not just of the sellers agenda when being given the sales patter, but also of the authenticity of the products on offer, the quality of the after care and even the safety of making a payment. The very public and numerous accounts of counterfeit goods, scams and fraud do little to put a buyers mind at rest. However much we may try to satisfy a customers suspicions with a snazzy website or 5 star customer reviews, sometimes it comes down to the feeling a customer gets when they engage with a company.

How easy is it for a customer to engage with your business? By using a telephone answering service to support your team, or act as the first point of contact for your potential customers, you’ve instantly made a leap to securing that sale. Using a telephone answering service ensures that calls don’t go unanswered or end up reaching your voicemail. It shows the customer that each call is important to you, that your are contactable and present should there be any problems with a product or payment. Reaching a real person on the phone who knows your business and answers questions competently and professionally could be enough to reassure a customer to make a purchase. Having their call answered promptly and politely will legitimise your business, giving it a face and displaying your dedication to great customer service.

Don’t underestimate the importance of the things you may give little consideration – the polite call agent, the prompt answering of the phone, or the competent response to queries. It’s often the reassurance that a potential customer is looking for, and is likely a rare find amongst your competitors.

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