During business hours, customers can get in touch with your support team. But what happens when they face a crisis during a holiday or outside your store hours?
While businesses can prepare for emergencies like bad weather or power or network outages, no one knows exactly when a customer might call. Therefore having emergency call services can help you meet your customers’ needs while ensuring that you’re not missing out on business opportunities. Emergency call services tell your customers that you’re ready to take their call 24/7/365, can respond to emergency situations promptly, and that you’re capable of immediately addressing their problems even after hours.
Customers expect you to be there for them and offer them the help they need. Find out what emergency call services can do for your business:
An emergency call service ensures that your callers get accurate, up-to-date information even when they’re calling after hours. They can talk to a well-trained agent who can assist them with their queries or concerns in a professional manner.
· Promptly resolve issues
Being able to take calls at any time of the day means you’re better able to respond to youzzzazzr customers’ issues or concerns. For example, if you’re a plumbing company with an emergency call service, you can learn about the emergency and quickly dispatch a skilled technician to address, say, a leaking pipe.
· Avoid missing out on business opportunities
Emergency call services let your customers know that you’re constantly available for support anytime, even if they’re calling from a different time zone. This also means that you’re not missing out on opportunities for business growth.
Unanswered calls are missed business opportunities that can cost you up to $356 per conversation. This stems from the value of peer-to-peer conversation, which is estimated to be at $9 for each conversation, provided that customers talk about your business at an average of 10 times per day, the cost of internal communications, which is at approximately $58 per conversation if you have an average of 20 workplace conversations and factoring in the yearly cost of miscommunication at $424,000 annually, and the price of customer satisfaction, factoring in the average cost of each lost relationship, which is at $289 every year. So, that’s $9 + $58 + $289 = $356.
Alternatively, you can look at the cost of unanswered calls using a call-to-lead ratio and a lead-to-sale ratio. And missed calls can end up costing you hundreds or even thousands of dollars per day, depending on your industry. For example, if your product costs $100 each and you miss out on 20 calls (call-to-lead) each day, and out of 20, four of those callers are planning to purchase your products (lead-to-sale), then you might end up losing up to $400 a day.
Missed calls can affect your reputation, make you lose leads, and can give a negative first impression to prospects. With emergency call services, you’re offering real-time support to customers, which can help improve customer satisfaction as well as bolster customer retention and loyalty. It also gives you a competitive edge.
· Address safety or security concerns
In case of a crime, emergency call services can connect the caller to the right authorities right away. They’re also able to document and record the calls. When injuries happen, for example, you’re in property management and a resident gets injured, emergency call services can let you know about the incident immediately, allowing you to respond to the crisis promptly.
· Achieve a better work-life balance
With emergency call services, you won’t need to stay up all night to wait for or answer calls in the office or at home. Skilled customer service representatives can efficiently handle calls during emergencies and, if necessary, redirect them to the right emergency service.