I’m always amazed at the amount of companies who’re completely unprepared for that telephone traffic that the new website, something new or service launch on their own site or perhaps a new internet marketing program will generate.
Regrettably, regardless of how good your site is, it should never be as “self-service” as you wish so that it is for several reasons.
Individuals are impatient and they might be reluctant to look using your website or wait for reaction to an e-mail to obtain solutions for their questions.
Not everybody learns best through studying.
Complex products or services may need additional explanation.
Prospects might be reluctant to buy a larger-ticket item without talking to someone first.
There might be several decision-maker that you will find involved with an order.
The first and greatest challenge is going to be getting your internet answering services company correctly staffed when individuals are really calling. Callers might be in various timezones or they might be answering your marketing outdoors of the normal business hrs.
It’s incredibly important for the marketing department to provide your customer support department’s web answering services company lots of advanced notice about marketing initiatives and advertising schedules. For instance, could they be thinking of doing an e-mail blast to 10,000 prospects having a special? Is the web answering services company correctly staffed for that responses and do your reps have all the information on the sale? I’m surprised about how frequently this kind of details are never conveyed and just how much havoc and lost possibilities it makes.
The 2nd challenge is all the various types of customer support demands that the representatives within the web answering services company have to be correctly ready for. Included in this are:
Service and product questions.
Demands for special prices on bulk orders.
Queries about special deals.
Integration difficulties with existing products or services.
Callers placing orders.
Delivery and billing questions and problems.
Return policies and actual returns.
Website technical problems.
Demands for any phone or perhaps in-person appointment having a sales rep.