Get Me a Person!

No one really likes to get stuck with an automated response system. Talking to a live person over the phone is so much easier and less time consuming. Customers often get frustrated and annoyed when they have to deal one.

One customer had a specific question regarding his account with a particular company. So he decided to give them a call. The first thing he heard was a prerecorded response instructing him to press one for one thing, press two for another and so on. However, there was one little problem. His unique circumstances, along with the concerns he had, was not really covered in the menu options given to him by the automated system.

Because the menu options weren’t in his favor, he just decided pressed zero. He figured that a representative or at least an operator could assist him better by pressing it. Isn’t this what you’re supposed to press when you just want to talk to a human being? Turns out, he hit the zero a bunch of times only to be bounced right back to the main menu and prompted to start all over again. Talk about getting the run-around!

In addition to being redirected several times, he found himself having to repeat things over and over, which was very unsatisfying. He thought that maybe saying a certain keyword would connect him to someone. Instead, he just got an automated response, “I didn’t catch that,” and was redirected for the fifth time. Eventually he just screamed at the phone, “Get me a person!”

Can you guess what happened next? You got it! “I didn’t catch that. Press one for …”

When speaking with a live person, customers can be sure that someone will be there to actually listen to concerns and address unique circumstances. Let’s face it. A robot or a prerecorded message just won’t be able to relate to someone like a person can. Good thing that Contact One’s call center connects with contractors, small businesses and professional establishments to give customers the opportunity to talk with a real receptionists on a 24 hour basis.

A Guide to HIPAA-Compliant Medical Answering Services

There are several components to a good medical answering service, but one of the most important jobs of any service is to remain HIPAA-compliant. Compliance isn’t just part of a good customer service experience for your patients; it is also the law. At Contact One Call Center, we’ve developed a medical answering service solution that gives your patients the attention they need while adhering to HIPAA guidelines. Here is a look at medical answering service problems and how we can help.

Component of a Good Medical Answering Service

Your patients—and your practice—need a medical answering service to perform very specific tasks. Your patients have to feel confident that the answering service is responsive to their concerns and will act quickly to get their questions to the doctor. As a provider, you need to feel confident that your service is taking accurate notes and moving quickly to get critical information to you. Your service also needs to be part of a network that gets information to you efficiently no matter where you are, and that provides message delivery confirmation and reply capability. However, while good customer service is crucial for any medical answering service, HIPAA-compliance is equally important.

HIPAA-Compliant Medical Answering

At Contact One Call Center, we partner with a few different HIPAA-compliant providers to make sure you get the messages you need. One company we work with closely is OnPage. OnPage is secure smartphone app that relies on an encrypted, secure cloud-based paging system. Your medical messages are delivered into a secure inbox, and each message has a time-stamped audit trail. You get a clear alert every time you receive a new message, and we receive delivery and read confirmations, so there is no chance of a message getting lost in the shuffle. OnPage works with all smartphones, and you will get messages via wi-fi and cell coverage.

Are you confident that your medical answering service meets HIPAA guidelines? Call Contact One Call Center and find out what we can do to help your practice. Contact us with your questions at (800) 278-3347.

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How to Make It Easy for Customers to Contact Your Business

Easy access to support for your customers is a cornerstone of good customer service. The easier you make it for your customers to contact your business, the more likely they are to become repeat customers in the future. By providing multiple avenues of communication for your customers, you make contacting your business as convenient as possible. Here are a few of the ways you can open up the channels of communication with your customers to boost their overall customer service experience.

Live Chat

Chances are, many of your customers spend hours every day in front of their computers, both at work and at home. By offering live chat on your website, you make it convenient for your customers to get answers they need from your business without disrupting their daily activities. A customer who is interested in one of your services is much more inclined to open up a chat when they have a free moment in their work day than they are to remember to call you and ask about it later.

After-Hours Support

Depending on the nature of your business, your after-hours support may be as important—if not more so—as the customer service you offer during regular business hours. If you provide disaster relief services, medical services, or technical services, quality after-hour support is crucial. If your customers can’t count on your business to come through when they need your services the most, then they may not use your services at all.

Contact Page

The contact page of your website should clearly present all of the avenues your customers can use to communicate with your business. Even more important, make sure all of those avenues are closely monitored so your customers always get a timely response.

Let Contact One Call Center help you deliver the best possible customer support to your clients. We offer live chat services, after-hours answering services, and much more. To learn more about how we can help your business, call us at (800) 278-3347.

What Would A Lifetime Customer Mean For Your Business?

If your company had a loyal customer for life, what would that mean for your company? It would mean that you had someone who would represent your brand in a positive way and tell others about your excellent products or services. In addition, a lifelong customer would bring in a consistent revenue stream for decades.

Happy Customers Want Others To Know About The Company

A happy customer is going to go out of his or her way to make sure that everyone knows about the incredible company that he or she does business with. This person will be sure to highlight your great customer service, low prices or whatever else sets you apart from the competition. In short, you are getting free advertising and positive brand exposure from a credible source.

Loyal Customers Won’t Shop Anywhere Else

Customers who are loyal to your company are guaranteed sources of revenue for your company for years to come. Instead of having to constantly search for new customers, you have a base that you can build upon for as long as you own the company. As time goes on, the brand will become popular enough that people will come to you instead of the company having to solicit customers through advertising.

Satisfied Customers Will Pay More

Those who have come to rely on your products or services will pay more to ensure that they get the type of quality that they expect. This means that you can charge more than your competition and still stay in business. The extra profit that you make can then be reinvested into higher salaries for workers or charitable donations that benefit the community. Doing things that benefit your workers and the community provides your business with more positive attention that yields even higher levels of customer loyalty.

A lifelong customer is important to a company in a variety of ways. Loyal customers provide the type of positive brand exposure that your company needs to grow and thrive. In addition, the increased revenue and profit gained from each loyal customer can be used to help your company cement its reputation as the only company in the area to do business with.

Ready to take the next step toward making your customers more loyal to your business? Call Contact One today.