Forrester reported that customer experience levels in Canada dropped for a second consecutive year. Carmakers, utilities, banks, and credit card issuers were among the six of nine industries surveyed, whose average CX scores declined. Finding an answering service for your Toronto business can help address what the research consultancy describes as the current struggle for an “effective, easy, and emotionally positive experience” for customers.
1. Human connection
Business academe interviewed by Canada Broadcasting Corp. said automated tools frustrate consumers and call centre workers. Agents had to deal with angry customers who failed to get answers from bots or other digital solutions for complex issues. Not even AI can duplicate the empathy that human agents can provide.
Answering services in Toronto offering bilingual services can improve your competitive edge, putting callers at ease as agents speak with them in the language they’re comfortable with. The region has a diverse market where 51% are immigrants. Moreover, you can benefit from the region’s over 27 million annual tourist arrivals.
3. Omnichannel accessibility
Customers expect a cohesive online and offline experience. Whether in retail, dining, or sectors requiring emergency dispatch, your answering service can enhance what your customers already enjoy via your mobile app and online channels.
4. Streamlined workflow
Customized answering service solutions help improve your operational efficiency, from call routing to reporting customer service trends in Toronto based on outbound survey calls.
By outsourcing call management, you can save on recruitment, training, and hiring full-time employees, acquiring equipment, and renting office space.