4 Ways a Virtual Receptionist Helps Improve Customer Loyalty

Keeping your customers satisfied is one thing, but turning them into loyal customers should be part of your long-term business strategy.

Indeed, in order for your brand to remain successful and profitable, it must maintain a strong client base made up of genuine supporters and advocates. According to Bain & Company, 25 per cent more profits are attributed to every 5 per cent increase in customer retention. Customer loyalty is an important resource that you should be able to generate. That said, here are some important tips to turn clients into loyal brand advocates.

1. Virtual Receptionists can send data to your CRM.

Virtual receptionists can submit the information of the caller to your CRM and save it for future use. Call notes, customer names and phone numbers, and other customer-centric data are easily provided to you by virtual receptionists. These data can be used for relationship building and nurturing of lead.

Customers always like it better when they're given more than they expected. By having virtual receptionists input the information in your CRM, you will be better prepared to return the caller's message and create a better overall customer experience.

According to Capterra, 47 percent of CRM users feel that CRMs have a positive impact on customer retention. Nucleus Research has revealed that sales representatives have witnessed a 26 percent increase in productivity thanks to CRMs. Using CRMs for your business can ultimately lead to higher levels of retention for your customers and increase sales and productivity.

2. Virtual receptionists can provide a professional telephone answer.

Virtual receptionists are extensively trained in call handling, building customer relationships, nurturing and showing sympathy. They are also trained to manage time professionally and resolve issues as quickly as possible, helping to calm the most angry customers. Soothing an angry customer has a therapeutic effect on the individual and is very important in building long-term relationships.

Research shows that showing sympathy helps customers to forge a positive relationship with a business. The more empathetic they perceived the employees of the company to be, the more likely they were to return as customers again. In other words, empathetic virtual receptionists are helping to build customer relationships.

In addition, unlike in-house receptionists, round-the-clock telephone answering services are available, which means that your clients and customers can call and serve you even when you are not in the office. When you sign up for a phone answering service, your customers will not be disturbed by in-house receptionists leaving their desk, changing jobs, or taking sick days or holidays.

3. Keep customers engaged after closing.

The relationship you have with your customers doesn't stop at the close of sales. You need to take the extra mile to keep your clients engaged.

Upselling other products or services, asking for testimonials, and encouraging them to subscribe to your newsletter should increase the value of the customer's lifetime. More importantly, these post-sales activities can show clients that you have a lot more to offer down the line.

Indeed, it's only half a battle to conclude a deal. Continuous engagement is integral to achieving long-term success.

4. Building customer relationships is a long-term task.

They say that Rome wasn't built in a day, and that there's no good customer relationship either. Virtual receptionists track every call to ensure that every customer receives customized and exceptional service. They focus on sympathy and friendly service, so that customers can express a positive opinion about your company. They also deliver non-stop customer care with their ability to add call notes, customer names and phone numbers to your CRM.

Virtual receptionists can outperform in-house when it comes to building relationships by actively engaging with customers and ensuring that they receive the most professional service possible. Building good relationships takes time, and telephone answering services are here to do just that.