Times are always changing and getting ahead of trends before they swell is one of the best ways to stay on top of your industry’s game!
Always Answer knows just how to stay ahead, as we are your leading Texas answering service every year. We make sure that our methods change and grow with the times, ensuring that you and your customers reap the benefits.
But what are the trends coming up? What has 2018 shown us and what does that mean for 2019?
Read on to see the 5 trends in Texas answering services that you need to know, adopt and practice if you want next year to be even better than this one.
5 Trends in the Texas Answering Services Industry
First, everything is personalized now
Let your clients know that you value them, that they are important to your business, but also important as people, as individuals.
Everyone wants to feel appreciated. Everyone wants to feel their worth, and one huge trend we’ve seen is the importance of personalization in order to make your clients feel heard and valued.
This might take more time, meaning you spend more time on the phone with each customer as you relate to them, but if it means a stronger customer-business connection – trust us, it’ll be worth it.
Second, no time-off or time-outs
Sounds difficult, doesn’t it? Maybe a little demanding of your customers? But this is the reality of our modern age. Your clients expect to be able to reach you whenever they need you.
However, this might not be the best for your work-life balance. But what can you do to rectify this? To give your customer’s the 24/7 attention they need while still being able to unplug?
An answering service, of course.
Even when you can’t be there, we can be, meaning your customers are never left without a line to your business or your services.
Third, bilingual is necessary
Have you ever heard the joke ‘If you speak three languages, you’re trilingual. If you speak two languages, you’re bilingual. If you speak one language, you’re American’?
Well, this joke doesn’t really stand the test of time, as many Americans speak multiple languages or are more comfortable in one over another. But, with America’s linguistic growth, comes a great need for bilingual services in all industries.
If your staff aren’t fully polished up on their Spanish, then let Always Answer and our bilingual staff cover your phones and show your customers that they are important to us, and that communicating in the way they prefer is important to us as well.
Fourth, speedy responses mean smiling customers
This connects directly with number two, because your customers don’t only want to be able to get ahold of your company at all times, but also get answers to their questions or receive personal responses from you or your staff quickly.
Speed shows that you care, that your customers are valued and that their questions are important to you.
But again, how can you answer every call and every question promptly?
Actually, the answer is that you don’t have to answer every call promptly. With a Texas answering service, we can rank your calls according to importance parameters that you’ve set.
A prospective customer? Maybe you will choose that to be of the highest importance. An emergency maintenance repair or emergency schedule change? Maybe that will be your highest. A service or sales call? Maybe that one can wait until tomorrow.
In addition to answering services, your communication company can also schedule meetings, shifts or send messages and requests directly to the department involved in the call.
This means less hassle for you, but faster responses for your customers.
Fifth, metrics for all your measures.
How good is an answering service if they cannot show you their progress, their call volume, their response rates or any other metrics proving that they are able to help your business?
One of the biggest trends of recent years has been the general push for more information, more metrics and more data.
If your answering service in Texas isn’t making available to you all of their data regarding your contract and calls, then they might not be keeping up with current trends.
Don’t get robbed of the facts, work with an answering service that gives both you and your customers everything they deserve.