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Customer Service: The Customer is Always Right

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How a business engages with their customer base says a lot about their attitude. Do your clients, patients, customers chose to contact you? And why do they contact you via that medium? Communication has changed over the last couple of years. Many people today prefer to send a text, email, voicenote or social media message with family and friends. But there is one sector where this trend has not taken hold, customer service. Before we look at customer service, what is customer service? In a nutshell, customer service is providing assistance and help to consumers before and after they carry out a purchase. This means that prospective clients are included in this sphere, often this isn’t considered. As you’ll see below, most customers prefer to call and this is where we in Kendlebell Naas can help. 

Our call answering service, improves staff moral and productivity, while elevating client experience.

A recent study by the CFI Group found that 76% of all consumer prefer the traditional medium of phone calls, when reaching customer support. Is there a split between younger and older you say? The statistics would suggest that there isn’t. More Baby Boomers than Generation X, Millennials or Generation Z phone in to reach customer support, but phone calls are the preferred medium for all age groups. Many issues are pretty easily resolved, an appointment rescheduled, directions given and so on.

According to Zendesk (2019), 81% of consumers say a positive customer service experience increases the chances of them making another purchase. In terms of customer service experiences: slow answers, long wait times, missed calls and voicemails would all be in the negative experience box. Providing a good customer services extends from the prospecting stage, before the consumer has even made a purchase. Plus good customer service, can encourage current clients to buy more and deter clients from switching. A massive 95% of consumers say that customer service is important for brand loyalty (Microsoft Dynamics 2018). 60% of consumers have left brands because of poor customer service. Customer retention is cheaper than customer acquisition, spending a few euros on support may well be a better spend than spending money on more Google Ads.

If you think that perhaps technology can resolve your customer services issues, think again. Automated phone systems are the bane of all customer service experiences, with 56% of all customers listing it as the most frustrating part of any poor customer service experience (Zendesk, 2019). Perhaps more of a larger company issue. Just above limited hours customer support (53%) and having to repeat ones self (45%). 

With Kendlebell Naas calls do not go to an automated system (although we can also build these) or go unanswered. Some of our customers divert all calls to us, for others we act as overflow, we fill the need. This means that no potential business is lost via missed calls or negative experiences. Our services are customisable. If you have a phone, if you are in business, we can help you operate more effectively. Enabling you and your team, to focus on core/current work, without being detrimental to other work or possible work. 

Healthcare and Medical

Our services are customisable, we operate as directed by our customers.

  • We can book appointments for you – which includes cancelling, moving and so on, we manage a wide range of diaries
  • Take/place payments – through your website
  • Filter calls based on a set list of questions. For example in relation to a physiotherapists, shoulder issues go to Jordan, pelvic issue to Leah.
  • No missed calls

When you are with a patient, your secretary is on lunch, the phone rings, who answers? We can help.

ings, who answers the call? We can help.

Legal Profession

Our services are customisable, we operate as directed by our customers.

  • Answer all calls
  • Prioritise who you speak to and when – call transferring
  • Capture new clients and their details
  • Professional, trained agents
  • No missed calls

Your in a meeting with a client, your receptionist is off sick, who answers your phone? We can help.


Our services are customisable, we operate as directed by our customers. Whether part of a one man or one woman band or an orchestra, we can help.

  • Answer all calls
  • Calls dealt with as prescribed
  • Messages can be relayed by email, text or both, to individual or multiple team members
  • Professional, trained agents
  • No missed calls

Prices Free Trial

Before we talk about prices, we should mention our two week free call answering trial, no risk, no cost & no obligation. Why do we offer this? So you can see the benefits of our service for yourself. And so will can give you a solid indication of the cost from the outset. See more on the  free trial here

Now back to pricing, we price not based on minutes, but on messages, the volume of messages. This means that if you are less busy, we charge you less. We move you up and down the tariffs, depending on the volume of calls. When you engage the services of Kendlebell Naas whether opting for our call answering or virtual receptionist services, you save money. How? You don’t need to invest in hiring a full-time receptionist and all the costs that brings, generally our services cost c70% less than a in-house person (and we provide more hours!).

See our tariffs here: Kendlebell Naas Price Tariffs

See you cost calculator here.

Why do Businesses come to us?

Because of the quality of the service we deliver, with call answering for instance the average answer time is 7 to 9 seconds for instance. Operating Monday to Friday, 8.30m to 6.00pm, solidly, plus by engaging our service you remove yourself from rotas, recruitment, cover for sick days and so on. Then there is cost to the service we provide, comparing our phone answering service with a in-house receptionist, we would run at c30% the cost. Are you too busy at work? We can help. 

We Deliver Results

Our services deliver real life benefits for customer from very simple things like deterring tyre kickers and cold callers, to improving the customer experience. While also giving our clients the opportunity to concentrate without any calls, plus no more silent voicemails or missed calls. For those struggling with staffing or time in particular, we can help. Generally our services improve morale whether the team size is 1 or 20, which can have a big effect on productivity. This is why most whom engage the two week free trial, stick with our services.

Sometimes thinking outside the box brings the biggest rewards.

In Conclusion

Kendlebell Naas’ provide telephone answering services that are tailored to your needs and will enable you to work smarter while saving you money. Kendlebell Naas – The Perfect Answer. Additionally see more blogs here, including Voicemail a Dinosaur and Outsourcing for Small Business

Kendlebell Naas - The Perfect Call Answer

Kendlebell Naas – The Perfect Call Answer

To see the benefits of our services for yourself, get the ball rolling on a Free Trial here.