What happens if someone wants information about one of the medical services you offer but they call in after you close? This might be because of a difference in time zones or maybe even because it’s convenient for someone to call you after a certain time. Either way, if you don’t answer the phone, you risk losing potential business; you’re losing valuable customers each time someone calls your practice and no one answers.
Maybe you’re thinking that this problem can be solved by setting up an answering machine that encourages customers to leave their information at the end of the beep. However, according to statistics cited in Forbes magazine, “80% of callers sent to voicemail, don’t leave messages because they don’t think they’ll even be heard.” So, if you thought sending your customers to voicemail was a good idea– think again.
If voicemail isn’t the solution to retaining and acquiring more customers after your medical practice closes for the day, then what is? That’s where Edge Ambassadors come in. Edge Ambassadors are professionally trained employees who work for you remotely. Alongside carrying out front-end and back-end duties, an important part of their job (as an added service) is to provide after hours service for medical practices (potentially yours!).
Here’s how Edge Ambassadors ensure that they can help you generate and retain business by offering you an additional after hours service:
Answer Calls After Hours
Gone are the days where you are unable to convert the missed calls you get after hours into business. An Edge Ambassador will hold the fort after you close and will answer any questions customers may have, guide them through the different services you offer, and provide any information that the customer might be looking for. Think of all the business you can convert after you have someone like an Ambassador providing top-quality service to customers. After hours support like the one which Edge Health is offering will let your customers know that you’re there for them 24/7!
Good Customer Service
The effects of good customer service on any business can not be overstated. In a crowded marketplace where more and more medical practices are providing options for customers, you can separate yourself by using an Edge Ambassador to provide a personalized service for your customers. An Edge Ambassador is specifically trained to take phone calls and reply to emails. In fact, each Ambassador goes through numerous mock phone calls and emails before they even join your medical practice, ensuring that you get the best of the best.
According to a report published by Microsoft in 2017, 54% of people believed that they had higher expectations for customer service than only a year ago. Moreover, the same report also found that “96% of respondents say customer service is important in their choice of loyalty to a brand.” What both these results mean is that if you want to keep up with the higher demand of quality customer service, and want your customers to be loyal to your brand– your medical practice in this case– then your customer service needs to be on point!
So, if you’re going to invest in good customer service, make sure it’s with someone like Edge Health, who has a successful track record of providing top-notch customer service.
Impactful Relationships
The after hours service allows you to open new avenues for relationships with your customers. Now that your customers know that they can call your office after hours, you are positioned to become their reliable go-to medical practice anytime they have a question about your services.
In this day and age of voicemail, emails, text messages and social media, use an Edge Ambassador to provide your customers with a human touch that so many aspects of our lives are missing at the moment!
