An answering service handles your phone calls and delivers your messages to you. Using an answering service is a common solution many business owners implement when handling customer service and administrative duties on their own become too much of a time sink.
Answering services differ greatly in their delivery of service, type of service, and level of automation.
Some answering services simply play a recording for callers and rely entirely on automation, not personal customer service. Others are located overseas and have non-native English speakers answer calls for English speaking customers, a scenario that often ends in confusion and aggravation.
But don’t take our word for it. We’ve collected some key answering service statistics that make the case for having a real human being answer your phone instead of a purely automated answering service.
Related: Conversational’s virtual receptionists work from our North American offices and answer every call with a friendly, custom greeting. Click here to try our virtual receptionists free for 30 days!
15 Surprising Answering Service Statistics
62% of customers stopped doing business with a company after receiving ‘poor customer service.’ (2015)
60% of customers expect more from customer service now than they did 1 year ago. (2015)
76% of customers believe the service they receive shows how much a company values them. (2016)
Answering service barriers
14% of customers think lacking updated technology is a barrier for good customer service. (2016)
45% of customers believe a company’s lack of interest in their customers is the biggest obstacle to the ideal customer experience. (2016)
47% of customers say how quickly a business responds when they’ve made a complaint or inquiry is a ‘vital element in the overall customer experience.’ (2015)
63% of company executives say one of the biggest problems with improving customer service come from silos inside the company and a lack or improper use of integrated information systems. (2016)
53% of professionals in customer service say analytics will have the biggest influence on customer service over the next 5 years. (2015)
84% of consumers are using web self-service over assisted service – an increase of 17% since 2012. (2015)
90% of customers expect a company to provide some kind of self-service customer support portal. (2015)
75% of businesses say customer service is a way to differentiate their business from the competition – an increase of 18% since 2014. (2016)
80% of customer service professionals believe their current system won’t meet future customers’ needs. (2015)
50% of all customer service agent interactions will be influenced by real-time analytics by 2018. (2015)
25% of customer support operations will include a virtual customer assistant across information channels by the end of 2018. (2015)
Creating relevant content for customers will become a vital attribute for leading organizations by 2018. (2015)
6 billion connected 20.8 billion connected ‘things’ (think IoT) will be online and requesting support by 2020. (2016)