Using The Internet To Enhance Your Business

By Peter DeHaan

By leaps and bounds, the ubiquitous Internet is becoming more pervasive and accepted, even expected, in our daily lives and the world around us.  While some answering services and call centers strive to be innovators on the leading edge of this societal evolution, most are content to follow the example and experience of others.  Both approaches are acceptable and realistic strategic decisions.  The only unacceptable course of action is to ignore the Internet, shunning its benefits and potential or refusing to let it be part of your answering service.  Indeed, those electing to disregard the Internet today run the risk of not being around to lament their decision tomorrow.

The ways in which the Internet can enhance your answering service are numerous.  Pursuing all possible opportunities may be best left to the larger and more technologically astute operations.  However, every answering service should consider how the Internet can be optimally used to save time, generate revenue, increase communication, obtain and retain clients, and bolster the bottom line.  Here are several things to consider; use the Internet:

To Serve Clients: You can use your Website to provide information for your clients, such as FAQs (frequently asked questions), service literature and instructions, and contact information (direct phone numbers and email addresses) of key staff and all departments.

For Staff: In answering services, an employee's effectiveness can be improved and enhanced by having access to the Internet.  The chief benefit is access to email.  Email can be used for intra-company communications, such as new accounts, agent schedules, and customer service initiatives, as well as communications with prospects and customers.

As a Sales Tool: The Internet can also be used as a powerful sales tool and resource.  At its most basic level, a Website functions as an online brochure for your answering service.  Unlike a yellow page advertisement that can only be changed annually, a Website can be updated as often as needed to reflect changes and new services.  And unlike a print media advertisement, which is static, a Website can be dynamic or even interactive.

The Internet will become more and more a part of our lives, both personal and professional.  Failure to accept and embrace this forgone conclusion will leave one at a severe disadvantage as the Internet will continue to provide new and innovative opportunities to better serve clients, save money, market services, support staff, and generate revenue.  Do not miss these Internet opportunities.