As we enter the spooky season, there’s one thing businesses fear year-round – losing customers. Sometimes, without even realizing it, small mishaps can haunt your company’s reputation and drive customers away.
To help businesses avoid these pitfalls, we’ve gathered research from our parent Group Moneypenny, the leading outsourced communications provider. With over 20 years of experience, Moneypenny handles millions of customer conversations annually through Telephone Answering, Live Chat, Outsourced Switchboard.
Their research uncovered five terrifying tales that show how businesses are scaring off customers right now.
The death of voicemail
Voicemail, which was once an imperative solution in the past for missed calls, is fading fast. Moneypenny’s research found that in 2023 over half of American consumers no longer believe leaving a voicemail guarantees a callback, meaning businesses relying on voicemail are risking lost opportunities.
The buried contact number
Trying to find a business’s contact number shouldn’t feel like navigating a haunted maze, but for many customers, it does. The research found that 47% of businesses don’t clearly signpost their contact number online, and instead usually bury a link to a contact page in a footer instead. Nearly three-quarters of Americans find this frustrating, and it’s enough to scare them away!
The ring of doom
When it comes to getting in touch with your business, there are so many options for customers to choose from. Social media, live chat, email, the list is endless. When a customer chooses to call directly, it’s usually because their query is urgent or complex. So, when the phone rings endlessly without an answer, it can drive them crazy. Not to mention, leave them with a bad first impression of your business.
A nightmare reputation
Like a bad horror movie, negative reviews can haunt a business for a long time and be difficult to recover from. Moneypenny’s research revealed that 26% of consumers would leave a negative review after a poor call experience. Poor call handling – whether long wait times or bad phone service – can curse your reputation and hurt future business.
The eerie silence
Despite the rise of digital communication, Moneypenny’s research shows that the phone remains the most popular channel for American consumers. However, 46% of customers will go elsewhere if they have a bad call experience. Put this right by prioritizing the importance of your calls and never leaving them to ring out.
Stay ahead of these spooky mistakes
VoiceNation is here to make sure your business doesn’t fall victim to these common communication mistakes. Read Moneypenny’s full Customer Communications Trend Report for more tips and tricks on how to keep the monsters of lost business away. Alternatively, contact our team today to learn how our Live Answering Service can help you avoid these spooky blunders and help you to deliver great CX all year round.