THE BENEFTIS OF A LIVE ANSWERING SERVICE
An answering service can benefit a business by providing 24/7 customer access, improving customer satisfaction through prompt call handling, boosting staff productivity by freeing them from phone interruptions, creating a professional image, reducing costs compared to hiring a dedicated receptionist, and ensuring no calls are missed, even during non-business hours; essentially allowing businesses to focus on core tasks while maintaining a positive customer experience.
Missed calls mean missed opportunities for every type of business. according to most research, consumers generally prefer interacting with a live operator over a chatbot, as they value the ability to speak with a human for complex issues, empathy, and a more personalized experience when dealing with customer service concerns. Most consumers prefer live agents for customer service, survey finds. Nearly half of consumers say they don't trust information from chatbots.
81% of consumers would wait for a live agent over an AI bot. credit: 360Magazine.com
Key points about consumer preference for live operators:
Majority preference for humans:
Studies consistently show that a significant majority of consumers would rather speak to a live agent than a chatbot when contacting customer service.
Complex problem solving:
People tend to believe that live operators are better equipped to handle complicated issues and provide nuanced solutions compared to bots.
Empathy and understanding:
Human agents are perceived as more capable of understanding and responding to customer emotions, especially when dealing with frustration.
Privacy concerns:
Some consumers may feel more comfortable discussing sensitive information with a live person rather than an automated system.