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.

​Property management companies often serve as the connecting link between landlords and tenants. The companies take care of several property issues - customer services being a part of it. Poor customer services in a property management company can tarnish the company's reputation and also destroy relationships between the landlords and their tenants.

Prioritizing good customer service in your company can help you avoid these main consequences of poor customer service:

Poor Reviews and Ratings Deter Potential Tenants
Research shows that more than 70% of consumers share good experiences when they have them. Investing in a service-oriented business model can generate more than just happy residents; it can spark great word-of-mouth as well. Disappointed customers are adamant about sharing their negative experiences on social media and online review sites.

This is a significant problem since 79% of renters who consult these sites say that negative reviews have stopped them from visiting the property during their apartment search. Based on this information, property managers should be keen on following through with their promises and delivering better overall services.

Negative Interactions With Customer Service Can Drive Away Existing Tenants
According to the State of Global Customer Service Report, nearly 66% of consumers have ended their business with a brand due to a poor customer service experience. Also, according to the report, about 60% of consumers surveyed are ready to shift to a dealer that offers quality customer service.

According to a survey, 84% of property managers believe they communicate effectively with their client, while 38% of their residents think otherwise.

Property managers should invest in service-oriented staff who understand how to deal with customers and retain their composure when disagreements come up. Property managers should abide to the local housing laws and be honest with the customers. Through this, they will be able to retain a good relationship with the tenants and this improves the business.

At Insta Answer, with over 50 years of experience in property management customer service, our reps can ensure that your company excels at customer service. Call us now to see how we'll handle your calls!

Oil and Gas companies know how important it is to retain customers during emergencies. For all businesses, offering excellent customer service is an essential key to success. When ranking the most vital aspects of customer service, one of the most highly valued traits is fast response times. Oil and Gas companies, in particular, can see expanded success by examining and improving their customer response times.

What is Response Time?
The time period between when a customer contacts you and when they receive your response is your service response time. Having a fast response time plays a significant role in retaining customers, especially for small businesses. Studies have revealed that when contacting a business using the telephone, 64% of customers expect an immediate response time. In oil and gas, where receiving after-hours phone calls about an oil leak or other emergency is likely, achieving this quick response time can be challenging.

Why is Response Time Important?
Response time is one of the main factors customers look at when evaluating a business. If potential customers aren't able to easily get in touch with you, they will not wait around and could choose another company. Existing customers will be less likely to return if you are difficult to get in touch with when problems arise.  Ultimately, poor response to customer requests causes your customers to feel neglected, indicates bad customer service, and can result in loss of revenue. 

How Do You Ensure Quick Response Times?
In the oil and gas industry, most customers call because they have an immediate need. It is essential that phone support be available in this industry, especially because emergencies can happen at any time of the day. Make sure you have representatives available who know how to treat every caller like family and can assure them their request is important to the company.

Insta Answer offers 24/7 support and has over 50 years of experience in perfecting response times for propane and heating oil companies. Our representatives know exactly how to assist your callers so that your company can maintain its reputation for excellent customer service.

 Improve your response times and start offering more to your customers. Call Insta Answer now to see how we'll handle your calls. 

HVAC and service companies have always been crucial to our society and these days, with the never-ending pandemic, they are more essential than ever. HVAC, plumbing, electricians and other service based businesses are considered essential services and calls keep rolling in no matter what time of day. If you're in the HVAC, plumbing or other essential service industries, then you already understand how important maintaining a smoothly running business is. You also know that your answering service must be top notch during these times or a customer or lead will  try a competitor. With regulations in the work place and social distancing protocols, keeping up with the incoming calls is a chore. And when you go home at night you don't want to have to worry about answering after hours calls because your receptionist or dispatcher went home for the day.

A Good Answering Service Keeps Your Business Running Efficiently
Insta Answer is in the business of helping other companies succeed, and for the past 50 years we've been watching what good answering services can do. We know from experience that having knowledgeable representatives answering the phone around the clock keeps your business running smoothly and efficiently, and keeps customers satisfied. Our reps know the difference between a leak and a flood! No customer wants to leave a message on voice mail. These days, more than ever before, it is essential to have a friendly, skilled, expert dispatching your calls. With the next widespread wave of coronavirus here and the world hunkering down, our phone systems are more vital than ever.
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Are Your Dispatchers Ready for an Emergency?
Insta Answer is highly experienced in the HVAC, plumbing and other service based industries, and we understand how to handle your customers. Not only do we understand how most HVAC and plumbing businesses work, we are highly skilled at efficiently handling emergency situations. Our reps know that every second counts and thousands of dollars of damage can happen each minute if a problem isn't dealt with quickly. If you want to convert prospective customers into satisfied retained customers,  then you need to focus on improving your answering service, and a virtual answering service is the way to do that. 

Pay Less and Give More
Whether times are tough or prosperous, Insta Answer helps businesses cut costs. For less than $100 per month or $3 a day you can have an HVAC or plumbing industry knowledgeable representative answering and dispatching your calls, every hour of the day, and every day of the year. We know that HVAC and plumbing emergencies can happen at any hour of the day, and that's why we work around the clock. No matter what situation arises, we handle it quickly and competently, so that your business looks good and your customers are taken care of. 

​In these difficult times, we need to be doing everything we can for our businesses and our customers. Offer your customers more. Boost your answering service and retain your clients. Hand the burden over to us, so that we can answer your calls 24 hours a day, 365 days a year while paying a fraction of what you would pay an in-house staff member. Contact us today and improve your customer service. ​