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Customer Service Psychology: 10 Cognitive Biases Every Business Owner Should Know
Every customer decision—whether to buy, renew, or complain—is shaped by mental shortcuts known as cognitive biases. These unconscious patterns shape how people perceive service, remember experiences, and decide whether to stay loyal or leave. When business owners understand the psychology behind customer behavior, they can design interactions that build trust, resolve issues faster, and transform
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Why Telephone Answering Service Free Trials Hurt Customers
A telephone answering service free trial is a short, no-cost period where a provider handles your calls so you can “test” their service before committing. It sounds risk-free, but these trials often hide costs, cut corners on setup, and provide a version of service that doesn’t reflect what paying clients receive. The goal is usually
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The Ultimate Guide to Answering Service Client Onboarding
Starting with a new answering service? Onboarding is the first and most important step, and it sets the tone for everything that follows. Answering service onboarding is the process where your provider gets to know your business: how you want calls handled, what your customers expect, and how to represent your brand the right way.
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What One Missed Call Really Costs Your Business (Hint: It’s More Than Money)
A single missed call might not raise alarms, but it can quietly cost your business far more than you think. While it might seem like a minor oversight, that unanswered phone can trigger a cascade of problems that impact your bottom line, customer relationships, and team morale. Consider this: 76% of customers who contact customer
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How to Choose The Best Answering Service For Your HVAC Business
What’s the value of an unanswered HVAC call? It could mean a lost customer, a bad review, or a competitor getting the job instead. During heat waves or cold snaps, one voicemail could cost thousands. And if your team’s already stretched thin, those missed opportunities add up fast. That’s where HVAC answering services come in,
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Does Your Business Need an Emergency Answering Service?
Your business can’t afford to miss an emergency call, but it happens more often than you think. A burst pipe at midnight, a security breach on a holiday weekend, a panicked patient after hours – when no one answers, trust erodes fast. Delayed responses damage reputations, cost thousands, and even risk lives. That’s where an
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7 Key Benefits of Virtual Receptionists for Small Businesses
Virtual receptionists. You’ve probably spoken to dozens of them already and never had a clue. The term might sound familiar, but unless you’re already using one, you probably aren’t sure what a virtual receptionist really is. What is a Virtual Receptionist? A virtual receptionist is a remote professional who answers calls, takes messages, schedules appointments,
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Telephone Answering Service Glossary: Terms You Need to Know
Welcome to the AnswerPlus Glossary, a helpful resource designed to break down the key terms we use in the world of answering services and call centre support. Whether you’re a new client or just curious about how our services work, this guide explains the industry lingo and operational terms you’ll come across. Think of it
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Why a Dedicated Account Manager Is Key For Quality Assurance
Outsourcing your calls is more than a business decision. It’s a trust fall. You’re basically handing over the keys to your customer experience, and that’s a big deal, considering 69% of B2B customers are ready to take their business elsewhere if their experience doesn’t match their expectations. A major concern? Whether the quality will live
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PIPEDA Compliance: What Canadian Businesses Must Know About Data Privacy
If you’re running a business in Canada that collects, uses, or discloses personal information, you’ve likely heard of PIPEDA. But do you truly understand what compliance means for your operations? Data privacy isn’t just a legal issue—it’s a trust issue. Today’s Canadian consumers are increasingly aware of their privacy rights, and they expect businesses to
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The Ultimate Guide to 24/7 Live Chat Support
You’ve probably used live chat as a customer. You visit a website, and a small window pops up: “Hi there! How can I help you today?” It feels simple—helpful, even. But let’s be clear: “having live chat” isn’t the same as offering great 24/7 live chat support. Most companies either throw a chatbot on their
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Call Screening 101: Everything You Need To Know
Call screening isn’t just for executives in corner offices. Have you ever been deep in focus, finally making headway on something important, when your phone rings again? You reluctantly answer, only to discover it’s yet another sales call that could have waited—or better yet, been handled by someone else entirely. For many business owners and
