Live Answering, All City’s Essential Difference Maker!

Just a few a days ago I found myself in customer service limbo with a prominent supplier of television service.  I was on hold in a phone loop with another automated phone system, known as an IVR (Interactive Voice Response).  This system is all too familiar to all of us in which you are instructed to press a certain button on a phone tree where you press 1 for billing issues, 2 for tech support, etc.  I finally made it through to a live person that was able to answer my questions and address my concerns, but not until I was extremely frustrated and mumbled to myself about switching to a competitive provider of the same service. 

In a 2011 Consumer Reports survey, 71% of those surveyed said they were “tremendously annoyed” when they couldn’t reach a live customer service rep over the phone.  Customers hate IVR automated phone systems and it is not a good practice to anger your customers or potential customers from the start of the call.  Not all companies use an IVR system for their customer service processes.  In fact the #1 internet retailer, Amazon utilizes live answering for their customer service processes.  It is easy to understand why companies that appreciate customer service such as Amazon utilizes live answering representatives. 

Here at All City Communications we will answer every call live with no recorded greeting telling your callers to remain on hold or no frustrating IVR phone trees that your customers and potential customers have to navigate through to have their concerns and questions addressed.  An answering service that provides a live answering environment is crucial to making your customers happy and satisfied and will definitely have an impact on the level of customer service you provide on the phone.  After all, communication is essential to being able to effectively address the concerns of your customers.