What are the most common elevator problems?
With about 30 different devices responsible for various mechanisms in each elevator, even one weak link can cause trouble - and often does. To get an idea on what may be going on behind the scenes during an elevator crisis, here are some of the most common elevator emergencies passengers may be calling emergency services about.
 

• Leveling
  When an elevator stops at a position unlevel to the current stop’s floor. Can cause passengers to be stuck between floors or even injure themselves if they are unaware of the issue and try to enter or exit the car as normal.
  • ​Passengers may describe this by saying, “the elevator door opens, but we’re stuck between floors.”

 

• Overcapacity
  When an elevator car is carrying too many passengers - more weight than it can handle - a weight sensor automatically stops the car in place to prevent additional problems that may occur when in motion.
  • ​Passengers may describe this by saying, "a lot of us are trapped in an elevator."

 

• Disconnect
  When one of the many fail-safes powering the elevator loses its connection to the elevator, the car will automatically stop to keep passengers safe.
  • ​Passengers may describe this by saying, “the elevator stopped by the doors won’t open.”

 

• Power Outage
  When the power goes out, whether building-wide or on a larger scale, an elevator will stop functioning altogether - keeping the car stuck in place and shutting down interior lighting and ventilation.
  • Passengers may also describe this by saying, “the elevator stopped and lights went out!”

 
How do you deal with these calls?
Getting stuck in an elevator is never calming. Chances are, once you’re stuck, you panic, whether you’re claustrophobic or not. Situations like this are called entrapments, and emergency responders knowing the proper procedure when assisting passengers that call for help can make all the difference. Having dedicated, compassionate, and well-informed representatives on the line to walk passengers through how to handle crises like these and reassure them that everything is going to be okay.
 
That’s where Insta Answer comes into play. With over 50 years in dealing with elevator entrapments, our customer service representatives know exactly how to handle these calls and treat all callers like family. Make sure your elevator company’s reputation is boosted by great customer service, not worsened just because of a malfunction. Call 877-631-9711 now to see how we treat our customers!

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The sudden shift from face-to-face interactions to remote business has put a lot of pressure on customer service, making poor customer service an even bigger liability than before the pandemic. Research shows that customers have become more demanding with 80% of consumers expecting better customer service since the pandemic began. 75% also said customer service has worsened during the pandemic.

These are the main pain points customers expect to be resolved...
 
1. Faster Response Times
Many customers have felt ignored during the pandemic period. This is due to the long time it takes for them to receive a response to their business inquiries. The fact that they cannot physically access services and products adds to this frustration. Only about 51% of customers say they received any form of reply from companies they reached out to. Of that, only 24% said their complaints were addressed within the first week.
 
2. More Knowledgeable Customer Service Agents
The customers who have been lucky enough to get responses from their service providers have encountered poorly informed agents who were unable to sort their issues. 61% said that the representatives they encountered were either “somewhat knowledgeable” or “not knowledgeable at all.” 78% said they had to contact a company multiple times in order to properly resolve an issue.
 
3. More Empathetic and Attentive Representatives
More than ever, in this time of crisis, customers value being taken care of properly and kindly. 32% of consumers want customer service to be both more responsive and empathetic. 53% said the most annoying aspect of their interactions was having to explain their issues repeatedly. Many customers have given up on resolving their issues through customer service agents because of these grievances.
  
How to Deliver Top-Notch Customer Service Post COVID-19 Era
Customers remain king and pleasing them is imperative to surviving the tough COVID-19 times. Businesses can resolve all the above-mentioned challenges and refine their customer service experiences by adopting virtual answering services, such as Insta Answer.

We offer 24-hour virtual customer service that ensures your customer queries are answered immediately by knowledgeable, caring representatives. We can help you cut costs and improve your client satisfaction, even during a pandemic. Call Insta Answer now and see how we'll handle your calls at 877-631-9711!

Sources:

• https://www.nbcsandiego.com/news/investigations/nbc-7-responds/how-customer-service-has-changed-during-the-pandemic/2453785/
• https://hiverhq.com/blog/consumer-expectations-customer-service-2020-research-report

Insta Answer's use of new visual communication systems is aimed at improving accessibility and easy elevator monitoring in case of an emergency. This advancement in technology has enabled manufacturers to easily integrate features that help those with disabilities use their products easily. Over the past few years, new guidelines have emerged throughout the U.S. to implement this new feature in all new or renovated elevator cars.

Here's an overview of the four main requirements and how they influence accessibility for elevator passengers:

Standard Elevator Phone
The usual telephone system installed in most current elevators will remain present for passengers who are able to communicate with emergency personnel verbally.

Display
An LED video display allows emergency responders to send a typed message to hearing-impaired passengers/

Message Response
Physical YES/NO buttons are now available for passengers to respond to prompts sent via the video display text system.

One-Way Video
A one-way camera system is in place that allows emergency personnel to properly assess any emergency situation.

These new amendments to elevator codes provide the accessibility and redundancy needed to ensure that all passengers receive proper care regardless of circumstance or technological failings.

This Disabilities Awareness month, reflect on how your company's customer service structure and communications systems can impact all customers and passengers. At Insta Answer, we're already familiar with the new systems, know how to handle entrapments and other elevator-related emergencies, and treat every caller like family. Call us today to take your business to the next level.