Telephone answering services are not only about answering customer calls. Whenever a customer representative agent responds to a customer call, you would like them to behave as your business’ extension.
But how does that happen? Does a contact center executive use your messaging strategies and respond to a customer call in the same manner as your employees? It means they are also an extension of the organization owned by you. Thus, there is an improvement in your brand image with every such call.
photo credit: Andrea Piacquadio / Pexels
Defining Brand image or Reputation
A brand is the personality of an organization. However, your brand reputation refers to how your audiences perceive that personality. We are in a digital age and social networks are the platforms where customers can get closer to their preferred brands in an entirely new way. These customers enjoy access to additional collateral like videos, social media posts, blogs, and more.
Brand loyalists and customers get a proper feel of a particular brand by direct interaction with the employees of the organization. Your customer service strategies like the voice modulation and tone used through text or on the phone have a direct effect on the brand image.
Proper Answering Service Can Help in Boosting Your Brand Image
Each interaction a company representative has with a customer creates a strong impact. If you opt to outsource the phones to another company, in most cases, the entity emerges as a high touch-point for the brand.
Every time an agent is on the phone with customers, the kind of tone and voice modulation they use, their personality, and the overall experience they offer represents a brand. It also creates an impression on the public.
If you have opted for a business answering service provider like https://www.ivyanswer.com for your organization, which appreciates this, you can improve your brand reputation and return on investment (ROI).
photo credit: Anthony Shkraba / Pexels
Boost Your Brand Image With a Reputed Telephone Answering Service Provider
If you decide to outsource your telephone answering service, these agents become your brand representatives. It is important to make sure how their behavior is when they are interacting with your customers over the phone.
Ideally, the agents should be calm, friendly, and use the branded language you would prefer. However, how should you ensure that?
1. Go for a reputed telephone answering service
If you are serious about boosting your brand image, make sure to opt for the finest telephone answering service. It is a crucial decision to make and you need to understand your requirements thoroughly.
You should also finalize a service provider, which specializes in your field. You need to shortlist a few reputed answering service alternatives and then explore what they are offering.
In the end, you could come to a solution you did not even know you required.
2. Describe your brand properly
Once you have chosen your answering service, you have to describe your brand formally. It comprises your brand tone, identity, voice, and any other features a customer service representative should be aware of. Several answering service providers customize their solutions to cater to your brand’s unique requirements.
Communication is extremely crucial at this phase. You should be confident about explaining the needs of your brand and your preferred technique of showcasing the brand to customers. Decide on your preferred phrasing, full scripts documented with the brand message, and language.
3. Speak about your goals
Discuss where you stand concerning the metrics and your target destination. It is imperative for your answering service provider and you to work jointly and prepare a roadmap for tangible goals and an effective strategy for your business.
Also, discuss your motivators, and business principles apart from the way of thinking while on a call with customers. If you plan to get into more advanced services, offer user manuals, FAQs, or scripts. The service provider requires all these details for training their employees to provide the finest answering service for your business.
4. Check your key metrics
Several answering service providers like to keep the clients updated during the process. Also, you need to meet them on a bi-monthly or monthly basis to know the status of your metrics. You need to work together with the service provider to make sure that the performance metrics are as far as your expectations or even exceed them.
You need to understand the goals and explain to your answering service provider if you feel something has to change. Be prepared with new ideas when you attend the meeting and take their opinions on the most viable ones.
You should remember that communication is crucial while monitoring your performance metrics. As a client, you should be following up with the answering service providers on this aspect.
5. Regular follow-up with the answering service provider
It is advisable not to wait for the monthly meeting to come up with your concerns, comments, or questions. Instead, frequent follow-ups are essential so that you always stay updated about what is happening to your customers.
If you follow this practice, there will be no unpleasant surprises in the meeting and you can be ready with remedial actions.
Whenever you make any marketing or branding strategy, your main focus should be on the customers, irrespective of offline or online. Brands and organizations always try to look out for strategies so that their customers can identify with the brands.
A brand can interact with its customers in several ways. A successful brand always pays attention to the feedback of the customers to enhance its products, content, and services, which assist them in increasing its reach.
If your customers are highly engaged, they may end up purchasing more. These customers are also a big help to boost your brand image. The loyalties of such customers lead to word-of-mouth marketing. It is an excellent way for any organization to enjoy healthy sales numbers.
Do you want to boost your brand image by outsourcing your answering service? Make sure you choose a reputed provider who is willing to work with you closely to understand your brand preferences and strategies.