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Are your Automated Menus
Losing you Business?
Automated Menus Can Lose 55%
of Potential Customers
»»UK consumers are demanding
businesses – including professional
services companies - call time on
automated call answering services,
according to new research by alldayPA.
The survey, which questioned 1,000
members of the public, found that over
half (55%) would take their custom away
from companies that relied on automated
call answering and voicemails, rather than
providing a human voice on the end of the
phone.
An even greater percentage (71%) said
that, when they are shopping around, a
business having automated call answering
would make them more likely to choose
an alternative supplier.
The infuriating practice of having to
navigate complicated automated menus
or leave a recorded message is considered
to be on a par with rude or unhelpful
customer service, according to the
survey.
Customers find financial services
companies and professional services
(e.g. solicitors or accountants) that use
such services the most irritating, followed
by travel businesses, like transport
companies and travel agents.
When it comes to speaking to companies,
consumers place great importance on
speaking to a human being, on the person
on the other end of the phone answering
quickly (at least within 10 rings) and being
able to answer basic questions, such as
opening times, providing directions or
giving an idea of costs.
Customers are more forgiving when
it comes to not getting the exact person
that they are calling for, or having detailed
questions answered straightaway. As long
as they have been able to explain their
query to a person, the majority (62%) are
happy to get an answer later in the day or
by email.
David Joseph, board executive at
alldayPA, (pictured) said: “Automated call
answering is often used by businesses
to save money; however, such practices
can often end up costing money in lost
customers and sales.
“These findings show just how much
people value being able to reach a real
person when they have a query or a
problem.”
www.alldaypa.com
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locksmithjournal.co.uk | MAY/JUN 2015
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