Episode 209: How bookkeepers can improve client experience with outsourced support The Bookkeepers' Podcast

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In this episode of The Bookkeepers' Podcast, Jo Wood talks to Alice Thompson from Moneypenny about how bookkeepers can benefit from having outsourced support with answering telephone calls and online chat.

Alice explains what Moneypenny does and how they offer telephone answering and online chat services to businesses of all sizes. She goes on to discuss the differences between inbound and outbound calls and how having support can help bookkeepers focus on their work without interruption.

They also explore the benefits of having a receptionist who is trained to understand the kinds of questions clients and prospects might have and can handle them appropriately. The amount of support can be increased or decreased depending on the bookkeeper's schedule and how much support they require.

Jo and Alice also touch on the importance of not missing a call as it can damage the relationship with the client. They also discuss concerns about losing control and how businesses pay for telephone answering services.

Alice goes on to explain how live chat works and how it can be installed onto a website. They also address the common misconception that only large businesses can afford to outsource support.

Finally, Jo and Alice offer some tips on how to start outsourcing and discuss the types of businesses that commonly outsource telephone answering.

Time Stamps:
0:00 Introduction
0:22 - Introduction to Alice from Moneypenny
1:24 - Differences between inbound and outbound calls
3:00 - How a telephone answering service is like having a receptionist
4:10 - Why having support helps bookkeepers focus
5:45 - How missing a call can damage the relationship with the client
7:40 - Concerns about losing control
9:45 - Payment for telephone answering services
11:00 - How live chat works
13:28 - Installation of web chat onto a website
15:00 - Misconception about outsourcing support only being for large businesses
16:30 - Tips on how to start outsourcing
20:20 - Types of businesses that commonly outsource telephone answering
22:00 Conclusion

If you're a bookkeeper looking for ways to improve your business, this episode is a must-listen!

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