Customer Retention Programs

Customer Retention Programs Increase Customer Loyalty

Customer retention is an industry term that refers to the total number of customers versus the number of customers a company has lost over time. Whatever metric you are measuring, if it is quarterly loss, monthly loss, or yearly loss, our telephone answering service can keep your customer retention percentages high by offering around the clock customer service and customer support to keep your base of customers loyal to you and your brand.

Customer Retention is Challenging

Keeping customers can be a challenge. Customer retention is often one of the last things businesses worry about when they are marketing their product or growing their business. They assume once a customer is on your service, they will be a customer for life. This is not the case. Customers need to feel secure with your company. Our telephone answering service helps facilitate this feeling by making your business (through our call center service) available for customer requests 24 hours a day. It costs more money to acquire a new customer than it does to retain a current customer. In fact, some surveys show that keeping your customers happy is as much as 10x more cost effective and profitable than seeking out new customers. With the help of Specialty Answering Service, we can be part of your customer service strategy to retain your customer base.

If you don't give your customers a reason to stay with your company, they will naturally seek out other options and go to your competition. We can help your customer retention numbers through:

• Around The Clock Live Operator Service: Our answering service operators are available 24 hours a day to answer your calls, answer product questions, and act as your receptionist.
• Customer Service: In addition to simply answering calls, our company can perform any type of customer service interactions your require. We can escalate calls, provide level 1 help desk services, and transfer calls to members in your company if the nature of the calls is out of your call script.
• Growing Your Brand: It is comforting to know you can call a company at any hour of the day and get a problem resolved. 24 hour business access combined with professional operators can help your customers remain loyal to your brand and help your customer retention.

If your customers feel they are in control of your service and they feel good about the customer service they receive, they are more likely to stay a customer and remain loyal to your brand.

Answer Promotional Calls

If your customer retention strategy goes beyond being there around to the clock to respond to customer needs and you offer any type of loyalty programs or promotions, expect to get bombarded with telephone calls and inbound requests that you may not be able to manage. Using an answering service means having access to a pool of operators that are able to handle high volumes of inbound requests at a time. If you are beginning a promotion and don't think you will be ready for the calls, you need our answering service. The worst thing you can do for your brand is to have your phones answered by voicemail alone.

Keeping your customers actively engaged in your product is important. You never want to operate in the background. Product promotions generate calls, customer loyalty programs generate calls, and current customers will need to contact you throughout their cycle of your customer to make account changes, discuss problems, etc. Our telephone answering service helps by making sure your customers always have a way to contact you and you can always stay in front of them to let them know you are doing your job.

For more information about how you can integrate our service into your customer retention program, call our answering service sales office at 1-888-532-4794.