Monthly Archives: March 2013

The Value of Great Customer Service in a Connected World

With so many choices in nearly every industry today, companies that want to get ahead need to be doing things better and more efficiently than their competitors. Customers judge your company every day in the service they receive and through the quality of the products and services your company provides. Most customers don’t share their opinions with your company’s executive staff, however. They may tell their friends or simply stop using your company to fill its needs. You won’t know what kinds of things your customers have to say about their experiences with your company unless you ask them.

Customer Service

Providing excellent customer service is one way to make sure that your customers are not only satisfied, but that they keep coming back to your company instead of trying out the competition. Aside from providing a good customer experience during the transaction and use process, your company can offer excellent customer service by doing surveys and customer care calls after transactions are complete. While more people are willing to share their ideas, it is the busy executive or consumer-on-the-go who has a high level of expectation about what they need and whether or not it’s delivered. One way to find out whether your company is meeting – and hopefully exceeding – those expectations is to ask your customers directly without waiting for them to take the initiative. Surveys online and through call center services are a quick way to garner feedback from your clients so that they know you care, but without taking too much of their valuable time.

Using Feedback Information

The response information can be used in a variety of industries, including hospitality and lodging, conventions and trade shows, transportation, consumer goods and services, and in entertainment broadcasting, film and TV in both national interests and regional markets. By tailoring the questions to your company’s products and services, you can better gauge what the experience is like for those interacting with your business.


There are two ways to improve customer service, by finding out what people want and by giving them what they need. From online and telephone surveys to web-based receptionists and live chat support services, your company can improve its customer service and deliver a better user experience than your competition in today’s connected world.

To learn more about how AmeriCall can help your company put its finger on the pulse of customer satisfaction, contact us at 1-800-964-3556.

Is 9 to 5 Support Enough Anymore?

In the olden days, businesses were open Monday through Friday from 9 a.m. to 5 p.m. If customers wanted help, they contacted the business during that time frame. With the expansion of global commerce through the Internet, companies are no longer targeting customers in their immediate areas or even in their own time zones. The ability of people to discover the information they need through the Internet has made commerce a 24-hour venture. People can go online and order goods and services any time of day or night. Those who are looking for help in gathering information and making product choices have come to expect help desk services and live support at their convenience, regardless of the time of day or day of the week. Companies that don’t provide this service are losing out to those that do. There are different types of customer support available outside the 9-to-5 workday. While some of it is automated, much of it requires a live person on the other end to handle specific needs and answer personalized questions. Here’s a look at some of the options that businesses are providing to their customers today.

Phone Order Taking

Customer who ware uncomfortable with placing their orders online or who need extra help to find exactly what they need are turning to merchants with phone order taking capabilities outside of the 9-to-5 workday. Whether it’s a company in California staffing a call center at 5 a.m. to accommodate customers on the East Coast placing a personal order before they dash off to the office or a Pacific Coast business ordering supplies from a company on Central Standard Time at the end of the workday, clients expect someone to pick up the phone and respond to their needs.

Live Receptionist and Answering Service

Simple calls to businesses with a small staff or telecommuters now require a live receptionists to field calls at all hours of the day in order to keep up with client demand. This offers customers from London to Beijing to New York City the ability to reach a live person and learn the answers to basic questions about a business. For companies that still operate on a 9-to-5 schedule, customers calling at the wrong time may go elsewhere to have their needs met.

Help Desk Services

For customers who need immediate assistance after-hours, automated and outsourced help desk services make placing orders or learning about a company’s services easier. Live chat support can fill the gaps for online clients who need assistance.

Your Customers Would Like to Speak With a Person When They Want Help

When your customers call your business, they probably want immediate service. In most cases, they’re calling for a reason and would like to speak with a person when they want help. Live personnel can provide quick and efficient customer service. There are several ways that your company can ensure that your customers reach a person when they want help.

Remote Receptionist

Providing a remote receptionist creates a buffer between company employees and the general public. For businesses without a brick-and-mortar establishment, a remote receptionist offers reassurance that someone is available to answer questions and offer assistance when needed. Having a live receptionist available bridges the gap between the convenience of automation and the need to call during regular business hours.

Inbound CallCenter Services

Inbound call center solutions route your clients to a live person who can answer questions and provide useful feedback when customers need help. For e-commerce and catalog companies, placing an order or providing details about the order fulfillment process eliminates the frustration customers experience when they know what they want but not how to get it. Telephone merchandise orders can be placed through a call center where personnel are trained with basic information about your company’s products and services.

Emergency Assistance

For healthcare professionals, it is important that clients can reach someone in the event of an emergency. Leaving a message with an emergency messaging and dispatch service or a live answering service provides clients with the peace of mind that someone can and will help them as soon as possible. For example, a doctor’s office may have a rotation of physicians and specialists on call to provide the patients with the care they need.

For more information about how AmeriCall’s call center services, live receptionist and live answering service can help your company, call 1-800-964-3556.