The dreaded on-hold music, static or that annoying automated voice telling you about promotions – what do these things have in common? They frustrate your client or prospect to no end. Why would you want to put your customers through that?
When a customer calls with a question about their account, putting them on hold for an extended period of time may lead them to believe that your company is disorganized or too busy for them. By using document management software and inherent productivity tools like Accounts Payable automation, you can access their information and answer customer questions in real time. In short, AP automation removes the need for hold music and improves customer services scores.
According to a 2013 benchmark analysis by Ifbyphone, 15% of callers to a company of any size tended to hang up around 40 seconds into the call. This means that 15% of your customers don’t reach anyone when they call due to wait times. This study also showed that the average wait time across all business sizes was 56 seconds.
While 56 seconds is a stretch goal for most companies, adding automation to your AP processing may make that goal a reality. Below are two reasons why document management software will increase your customer service.
Having a Document Management System not only means that a colleague can field calls and emails, but also respond to them in a timely manner. Don’t put your customers on hold! Implement document management software today.