{"id":9855,"date":"2022-05-10T11:14:08","date_gmt":"2022-05-10T10:14:08","guid":{"rendered":"https:\/\/www.answerconnect.co.uk\/blog\/?p=9855"},"modified":"2023-05-01T18:15:17","modified_gmt":"2023-05-01T17:15:17","slug":"telephone-answering-service-it","status":"publish","type":"post","link":"https:\/\/www.answerconnect.co.uk\/blog\/answerconnect-services\/telephone-answering-service-it\/","title":{"rendered":"IT Service Providers: 6 ways a telephone answering service can help you grow"},"content":{"rendered":"\n<p>In any business, a missed call is a missed opportunity. 80% of consumers have hung up on a business after waiting too long for an answer. Of course, you could implement an Interactive Voice Response (IVR) system to patch callers through. But <a href=\"https:\/\/www.prnewswire.com\/news-releases\/vonage-research-reveals-ivr-horror-costs-businesses-262-per-customer-each-year-300925404.html\" target=\"_blank\" rel=\"noreferrer noopener\">85% of consumers<\/a> have abandoned a call after reaching an automated response.<\/p>\n\n\n\n<p>And when those callers don\u2019t get an answer, they don\u2019t come back. In fact, <a href=\"https:\/\/hbr.org\/2017\/07\/your-customers-still-want-to-talk-to-a-human-being\" target=\"_blank\" rel=\"noreferrer noopener\">74% of people<\/a> who have a bad phone experience would choose another business next time.<\/p>\n\n\n\n<p>Each of those lost customers represents a lost opportunity for your business to grow. For <a href=\"https:\/\/www.answerconnect.co.uk\/industries\/tech-manufacturing\" target=\"_blank\" rel=\"noreferrer noopener\">IT companies<\/a>, those lost opportunities can be doubly damning, with many IT companies earning profits from just a few contracts. <\/p>\n\n\n\n<p>So what&#8217;s the solution?<\/p>\n\n\n\n<p>Many businesses have turned to answering services as a way to fill the gap in their customer service. But could it help your IT company? Read on to find out.<\/p>\n\n\n\n<p>In this article, we&#8217;ll cover:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>What an answering service actually is<\/li>\n\n\n\n<li>How it works<\/li>\n\n\n\n<li>The benefits of using an answering service<\/li>\n\n\n\n<li>How an answering service improves your lead qualification<\/li>\n\n\n\n<li>The best way to increase customer loyalty<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">What is a telephone answering service?<\/h2>\n\n\n\n<p>A telephone answering service is a customer service solution that answers calls on behalf of your business.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"565\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Man-sat-at-desktop-computer-working.jpg\" alt=\"Man sitting in office working on desktop pc\" class=\"wp-image-9857\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Man-sat-at-desktop-computer-working.jpg 1000w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Man-sat-at-desktop-computer-working-300x170.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Man-sat-at-desktop-computer-working-768x434.jpg 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<p>So what\u2019s the solution? For many, it starts with a Telephone Answering Service.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">1. Offer 24\/7 support<\/h2>\n\n\n\n<p>The average business misses 16% of inbound phone calls. But for IT companies, that rises to <a href=\"https:\/\/storage.googleapis.com\/answerconnect-website\/uk\/pdf\/ac-uk-calls-index.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">25.8%<\/a>. To miss over a quarter of all calls to your business is to lose out on (based on the average UK\u00a0IT company&#8217;s annual turnover of \u00a311,227,261) up to \u00a31,323,731 in missed revenue every year.<\/p>\n\n\n\n<p>But for IT companies, there\u2019s an additional threat to missing new revenue opportunities; missing their existing customers&#8217; calls.<\/p>\n\n\n\n<p>When your customers have a problem, they need a solution. And in IT, a problem can mean anything from a slow computer to a full-blown network outage. Put simply, their calls <em>can\u2019t wait<\/em>.<\/p>\n\n\n\n<p>With live relay, your virtual receptionists can try to transfer calls to emergency members of your team. But even if they\u2019re unable to get in touch with a member of your team, your receptionists can give callers support. That could be anything from a list of pre-supplied technical support answers to just a timeframe for when the issue will be resolved.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"667\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/IT-workers-sat-at-desks-on-desktop-PCs.jpg\" alt=\"Team of engineers working at desk while telephone answering service takes their calls\" class=\"wp-image-9858\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/IT-workers-sat-at-desks-on-desktop-PCs.jpg 1000w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/IT-workers-sat-at-desks-on-desktop-PCs-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/IT-workers-sat-at-desks-on-desktop-PCs-768x512.jpg 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">2. Drive productivity<\/h2>\n\n\n\n<p>In a 2020 Arlington study, <a href=\"https:\/\/www.answerconnect.co.uk\/power-business-call\">66% of IT professionals<\/a> said their workday would be more efficient if they had someone to answer their calls. That\u2019s hardly surprising &#8211; the same study found IT professionals spend an average of three hours every day just answering calls. That\u2019s 60 hours a month!<\/p>\n\n\n\n<p>To be able to start work, ready to focus on the job at hand, you need to be able to choose <em>which<\/em> calls you take and which you ignore. Outsourcing your calls to a telephone answering service is a great first step. <\/p>\n\n\n\n<p>You\u2019ll be able to narrow that tidal wave of calls down to a tightly controlled trickle of the most important calls. But you\u2019ll also be able to cut out all the unnecessary noise.<\/p>\n\n\n\n<p>And that means more time to focus on all the aspects of your IT business. And for many IT companies, that means streamlining your <a href=\"https:\/\/www.answerconnect.co.uk\/services\/lead-qualification-service\" target=\"_blank\" rel=\"noreferrer noopener\">lead capture<\/a>.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"684\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-sat-at-computer-ordering-online-1024x684.jpg\" alt=\"Afro american talks video chat on computer sits in cafe with cup of coffee. Black man calls on laptop to telephone answering service\" class=\"wp-image-9635\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-sat-at-computer-ordering-online-1024x684.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-sat-at-computer-ordering-online-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-sat-at-computer-ordering-online-768x513.jpg 768w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-sat-at-computer-ordering-online.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">3. Refine your lead capture<\/h2>\n\n\n\n<p>After 5 minutes, the odds of <a href=\"https:\/\/www.vendasta.com\/blog\/lead-response-time\">qualifying a lead<\/a> drop by 80%. In other words, if you don\u2019t greet your leads immediately, they won\u2019t be leads for very long.<\/p>\n\n\n\n<p>Lead qualification is just one aspect of your customer service, but it\u2019s an integral part of the customer journey. That first phone call is often the first introduction to your brand and the frontline for your sales team. Above all, it\u2019s where you can separate the \u201cjust-browsing\u201d from the \u201cready-to-buy\u201d crowd.<\/p>\n\n\n\n<p>So how does a telephone answering service qualify your leads? From the first point of contact, they ask qualifying questions to narrow the callers&#8217; requirements and identify the best solution. The questions can vary based on your services and sales process, but typical qualifying questions include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cIs this your first time reaching out to us?\u201d<\/li>\n\n\n\n<li>\u201cWhat Problem Are You Trying to Solve?\u201d<\/li>\n\n\n\n<li>\u201cWhy Are You Solving This Problem Now?\u201d<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"563\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Smiling-man-sat-working-at-computer-for-IT-telephone-answering-service.jpg\" alt=\"\" class=\"wp-image-9859\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Smiling-man-sat-working-at-computer-for-IT-telephone-answering-service.jpg 1000w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Smiling-man-sat-working-at-computer-for-IT-telephone-answering-service-300x169.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Smiling-man-sat-working-at-computer-for-IT-telephone-answering-service-768x432.jpg 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">4. Open new communication channels<\/h2>\n\n\n\n<p>The telephone is still <a href=\"https:\/\/www.answerconnect.co.uk\/pledge-people-not-bots\" target=\"_blank\" rel=\"noreferrer noopener\">the most popular channel for customers<\/a> to reach your business (39% of consumers). But it\u2019s not the only channel. 26% prefer to use email, while 20% prefer to contact you directly through your website.&nbsp;<\/p>\n\n\n\n<p>The simple addition of live chat takes your website goes from being a static entity &#8211; essentially a window display &#8211; to an engagement tool. Not only can you now interact with customers through a new channel, but you can also turn website visitors (who would otherwise be lost) into leads. For IT firms, that\u2019s a powerful opportunity. But it doesn\u2019t have to end there.<\/p>\n\n\n\n<p>Ask your live answering service provider if they integrate their live chat with your social media channels. Experiencing relatively low traffic on your website but high traffic across your socials? With a <a href=\"https:\/\/www.answerconnect.co.uk\/blog\/news\/facebook-messenger-live-chat-integration\/\" target=\"_blank\" rel=\"noreferrer noopener\">live chat service on your socials<\/a>, you can capture and qualify every lead, regardless of the channel they use.<\/p>\n\n\n\n<p>Consumers don\u2019t just want to talk to anyone when they use live chat, though. Remember how we said 20% of consumers prefer to contact you via live chat on your website? Well, 90% of those prefer live chat with a real person compared to just 10% who want to speak to a chatbot.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1000\" height=\"667\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Man-sat-setting-up-computer-in-office.jpg\" alt=\"Man trying to set up computer in office setting\" class=\"wp-image-9860\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Man-sat-setting-up-computer-in-office.jpg 1000w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Man-sat-setting-up-computer-in-office-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2022\/05\/Man-sat-setting-up-computer-in-office-768x512.jpg 768w\" sizes=\"(max-width: 1000px) 100vw, 1000px\" \/><\/figure>\n\n\n\n<p>In IT, that extra level of instant support is essential to winning new prospects, but it\u2019s also great news for your existing customers. And it extends far beyond your website and social media channels.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">5. Strengthen retention<\/h2>\n\n\n\n<p><a href=\"https:\/\/www.semrush.com\/blog\/customer-retention-stats\/\" target=\"_blank\" rel=\"noreferrer noopener\">89% of companies<\/a> say that excellent customer service plays a huge role in customer retention.<\/p>\n\n\n\n<p>That\u2019s hardly surprising; with so much competition out there, customers won\u2019t stick around unless you can offer consistently excellent service.<\/p>\n\n\n\n<p>The IT industry has one of the <a href=\"https:\/\/www.profitwell.com\/customer-retention\/industry-rates\" target=\"_blank\" rel=\"noreferrer noopener\">highest rates of customer retention<\/a> (at 81%). That\u2019s due in part to the strong focus on client success. From rollout to updates to daily support, customer service is essentially the service. And a huge part of that is how quickly IT agents respond to queries.<\/p>\n\n\n\n<p>According to <a href=\"https:\/\/blog.hubspot.com\/service\/customer-acquisition-study?hubs_signup-url=blog.hubspot.com%2Fservice%2Fcustomer-service-stats&amp;hubs_signup-cta=null\" target=\"_blank\" rel=\"noreferrer noopener\">HubSpot<\/a>, 90% of customers rate an &#8220;immediate&#8221; response as important or very important when they have a customer service question.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"684\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/07\/Man-stressed-at-laptop-1024x684.jpg\" alt=\"Man stressed working on laptop from home\" class=\"wp-image-9599\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/07\/Man-stressed-at-laptop-1024x684.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/07\/Man-stressed-at-laptop-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/07\/Man-stressed-at-laptop-768x513.jpg 768w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/07\/Man-stressed-at-laptop.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>And when your retention efforts begin to bear fruit, you can begin to focus on a highly effective but often overlooked marketing strategy\u2026<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">6. Turn customers into brand advocates<\/h2>\n\n\n\n<p>The cost of digital advertising is rising <a href=\"https:\/\/www.socialtoaster.com\/advocacy-marketing-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">5x faster<\/a> than inflation. In other words, your acquisition is only going to become more costly. Yet, <a href=\"https:\/\/www.invespcro.com\/blog\/customer-acquisition-retention\/\" target=\"_blank\" rel=\"noreferrer noopener\">44% of businesses<\/a> spend more on acquisition than retention.<\/p>\n\n\n\n<p>But there is a group of people who already trust your brand; your customers. And given the right incentive, your customers can become your best marketing tool. No wonder <a href=\"https:\/\/www.thismoment.com\/content-marketing-blog\/b2b-customer-reviews\/#.VFfx8oc3evV\" target=\"_blank\" rel=\"noreferrer noopener\">97% of B2B customers<\/a> say testimonials and peer recommendations are the most trustworthy type of content.<\/p>\n\n\n\n<p>So what\u2019s the first step to creating customer service your clients can\u2019t help but rave about? To start, you have to actually <em>be there<\/em> for your clients &#8211; no matter when. But you also have to be willing to go the extra mile &#8211; and that extends beyond personalising the odd message.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/04\/Smiling-woman-talking-to-answering-agent-on-laptop-1024x683.jpg\" alt=\"Smiling woman talking to virtual receptionist via Facebook Messenger live chat integration\" class=\"wp-image-9432\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/04\/Smiling-woman-talking-to-answering-agent-on-laptop-1024x683.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/04\/Smiling-woman-talking-to-answering-agent-on-laptop-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/04\/Smiling-woman-talking-to-answering-agent-on-laptop-768x512.jpg 768w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/04\/Smiling-woman-talking-to-answering-agent-on-laptop.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Here are three simple initiatives to make customers want to sing your brand\u2019s praises:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Offer rewards at key stages in the customer journey<\/strong> \u2013 Reward loyalty with access to extra features or discounts. Make customers aware of what stage they need to reach to receive the reward (ie through a \u201cpurchase-stamp\u201d scheme) for added incentive.<\/li>\n\n\n\n<li><strong>Create customer profiles <\/strong>\u2013 Build individual buyer profiles for your team to use in conversations. Armed with their purchase history and preferences, your sales team can personalise conversations and upsell intelligently.<\/li>\n\n\n\n<li><strong>Surprise clients with unscalable interactions <\/strong>&#8211; A handwritten note, a random free gift &#8211; these little acts of generosity can go a long way to inspiring a bond with your brand.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>When you\u2019ve got a few customers you know would happily recommend you, create a referral program to reward them in turn and incentivise them further.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">7. Scale your IT company faster<\/h2>\n\n\n\n<p>One of the biggest challenges facing IT companies today is staffing. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/woman-in-grey-jacket-sits-on-bed-uses-grey-laptop-935743-1024x683.jpg\" alt=\"Woman checking messages from her lead qualification service\" class=\"wp-image-9339\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/woman-in-grey-jacket-sits-on-bed-uses-grey-laptop-935743-1024x683.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/woman-in-grey-jacket-sits-on-bed-uses-grey-laptop-935743-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/woman-in-grey-jacket-sits-on-bed-uses-grey-laptop-935743-768x512.jpg 768w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/woman-in-grey-jacket-sits-on-bed-uses-grey-laptop-935743.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion<\/h2>\n\n\n\n<p>Of course, all of these things take time and work. That\u2019s where a telephone answering service really pays dividends. Ultimately, an answering service will help support your own efforts to improve lead intake, strengthen retention and boost brand advocacy by giving you the time and support you need.<\/p>\n\n\n\n<p>Want to find out more about how a telephone answering service can help your IT business grow?<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Your IT firm is founded on 5* technical support. So how does a live answering service help IT Service Providers like yours grow?<\/p>\n","protected":false},"author":6,"featured_media":9498,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4],"tags":[180,207,209,208],"class_list":["post-9855","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-answerconnect-services","tag-call-handling","tag-it-service-providers","tag-live-chat-support","tag-telephone-answering-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Can A Telephone Answering Service Help Your IT Company Grow?<\/title>\n<meta name=\"description\" content=\"Your IT firm is founded on 5* technical support. 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