Donal Daly

We live in a 24/7 world, where the majority of us have instant access to social media technologies and email. We are becoming attached to our smartphones, and the need to always feel connected. But does being connected mean we’re always available?

You may believe that telephone customer service is no longer that important, however a recent survey tells otherwise. It was revealed that despite the rise in social media such as Twitter and Facebook, telephone contact is still the favourite method for consumers to get in touch with a business with 65% of respondents preferring to communicate with a company by phone.

Most business owners understand they could never compete in the marketplace if they do not answer their phones during business hours. However, today’s customers want things now, and not just between the hours of nine to five. Service requests, business opportunities and sale enquiries can happen at any time. It’s essential that you have the right infrastructure in place to run your business successfully day and night.

Businesses may use automated answering services as one way to deal with callers who prefer to communicate over the phone, but research has shown that automated phone and voice response services give the biggest headache of all in terms of customer service perception.

If you’re unable to address prospects and customer’s needs, they’ll go to someone else who will. The ease and speed a caller finds a solution to their problem is part of the customer experience. Always go that extra mile to provide a service that is personalised and reliable.

Prospects and clients, when they phone a business, have very distinctive ideas to the factors that constitute a ‘satisfactory’ experience. Having capable staff equipped to resolve their enquiries in an efficient, helpful and polite manner is vital.

With all of this in mind, businesses wishing to succeed in their customer service ratings should avoid using automated systems and keeping their customers on hold for delayed periods of time.  Kendlebell have being providing live personalised Telephone Answering to business owners in Ireland for close to 10 years.

For more information or to arrange a free trial of our services for you business contact Donal on 1800 844 448 or email