For a business owner, the ringing phone marks the beginning of another workday. Will you answer the phone? Have someone else answer? Or perhaps let it go to voicemail? This seemingly small choice could greatly influence how your customers view you.Â
The Case for Live Answering
Customers generally prefer to have immediate conversations with an actual person. It’s as simple as that, really. When people reach out to your business, they usually expect a quick answer to whatever it is they’re asking. Customers may want to place an order. It might be an inquiry about the status of their delivery. Alternatively, it could be looking for assistance with a problem they are experiencing.
Live answering gives customers instant satisfaction. They won’t have to linger, anxiously awaiting a callback. Instant answers lead to happy customers.
Consider your own customer experiences. Would you like to leave a voicemail when you call a restaurant to find out its hours? Not likely. You would like to know if the restaurants are open at this moment in time so that you can make your dinner plans.
For those who are managing several different responsibilities, a professional answering service like Apello can be utilized to skillfully manage your incoming calls. This approach ensures customers can always speak to a real person.
Why Customers Dislike Voicemail
Voicemail feels like a dead end to most people. They leave their message and then sit around wondering if anyone will actually call them back. Some businesses quickly return calls; others don’t.
Customers fear their voicemail might be missed. Your competitor might get the call instead. This is especially true for urgent requests.
Voicemail also makes customers do extra work. They must message, wait, then re-explain their situation on the call. It’s annoying and inefficient. Young customers especially hate voicemail. They’re used to instant text and social media replies. They find voicemails outdated and slow.
When Voicemail Might Work
Voicemail isn’t always bad, though. Some customers like it for specific calls. If a meeting is being scheduled for next week outside of normal business hours, a message might do the trick.
Voicemail is good for detailed requests. For complex quotes, customers may choose messaging over holding for inventory and pricing.
Phone calls make some customers anxious. Voicemail helps them organize their thoughts better than live talks.
The Numbers Don’t Lie
Research shows that most customers hang up if they reach voicemail. Studies find that roughly 80% of callers won’t leave a message at all. They just hang up and either call a competitor or give up entirely. Customers expect a call back within hours, not days. A delayed response suggests a lack of care.
Live answering handles nearly every caller. The person answering can offer acknowledgment and explain what’s next. Even without an immediate solution to hand.
Finding the Right Balance
A well-thought-out strategy is to blend both options in a smart way. During business hours, when customers expect to connect with someone, live answering services should be used. Use voicemail to catch calls outside of business hours. Use it when customers need to leave detailed messages.
It is important to make sure that your voicemail message is clear and concise. Inform callers of your callback schedule and suggest alternatives, when possible. Good messages can ease frustration. Thorough training is needed for answering services. They should know your business well enough to assist directly.
Conclusion
Most customers prefer live answering. They seek immediate help and want to be a priority. Voicemail should be a last resort. Each phone call is a chance to connect with a customer. Live answering gives you the best chance to make that relationship strong and lasting.