One of the best ways to make your business stand out is to simply provide your customers with a positive experience they’d always like to return to.
Unfortunately, this simple thing has been a massive struggle within small businesses because of the lack of staff, resources, or experience. Although small mistakes like missing calls or not answering messages promptly seem harmless, these lapses can quickly pile up and push potential customers away.
A survey even showed that 70% of customers would advise friends against patronizing a business after a negative customer experience.
Fortunately, it’s not too late to turn things around with virtual reception services!
Read on to learn how virtual receptionist services can change your business for the better and keep your customers coming back for more.
What do reception services mean?
With all the responsibilities a business owner has, they don’t have the luxury to sit by while they wait for every telephone call that arrives.
Thanks to receptionist services, you don’t have to worry about your customer inquiries anymore now that professionals are taking over your phone calls and entertaining your customers.
What does a virtual receptionist do?
The primary goal of a professional virtual receptionist is to connect with your customers whenever you’re occupied and nurture any leads that will come through.
Here are some of the responsibilities they will handle for your business.
Virtual receptionist service answers every incoming call and direct them to the correct person or department that should address the caller’s inquiry.
Receptionists are masters in coordinating calendars, scheduling appointments without conflicts, and sending follow-ups for you and your clients.
If the customer’s question is simply about the business’s products, and services, or doesn’t need any escalation, then the receptionist can handle all these with ease.
Besides phone calls, receptionists can also take over answering or forwarding emails and online messages so you don’t miss anything important.
How are traditional receptionists different from a virtual receptionist service?
Receptionist services, traditional or virtual, allow business owners to focus their energy on operating the business while they take care of their customers’ concerns.
Even though they have the same goal, there are still big differences in how they work. Let’s talk about them.
Traditional or onsite receptionists
Traditional receptionists are those you see working at a desk, greeting you onsite, and answering your calls in the business’ office. If a customer needs to set appointments, they can just visit the office and schedule it personally.
Although building connections is easier when talking to customers face-to-face, traditional receptionists are more expensive to hire and have limitations regarding working hours.
Virtual or onsite receptionists
On the other hand, virtual receptionists use technology to perform their duties remotely.
Despite this setup, most virtual receptionist services still have their own ways to establish good connections with customers. Customers on the phone might not even realize they’re talking to a remote virtual receptionist service instead of somone onsite.
They’re also a more cost-effective, flexible, and scalable option compared to traditional receptionists.
How can your business benefit from virtual receptionist services?
Receptionist services not only help you save money but also assist you in growing the business without sacrificing customer experience.
Here are the different advantages of virtual receptionists and why your business needs them:
Giving a great first impression
Phone calls are usually the first point of contact with your customers, which means you need to prioritize giving them a wonderful first impression.
Hiring virtual receptionists help you do just that as they answer all incoming calls promptly and professionally. With a virtual receptionist, your customers are always welcomed warmly and their inquiries are answered correctly.
Available anytime, anywhere
No matter if it’s 2 am, a Sunday, or even Thanksgiving Day, your customers always expect to reach your business whenever they need it.
Fortunately, meeting this expectation can be easy enough with virtual receptionists. With a virtual reception service, you can have receptionists operating around the clock, whenever and wherever.
More savings in your pocket
While it’s more traditional to hire a full-time onsite receptionist for your business, it costs you more money in the long run.
Hiring virtual receptionists eliminates your need for additional overhead costs like full-time salaries, benefits, equipment, and office space.
Training and hiring expenses are also very minimal since virtual receptionists are already pre-trained and vouched for by your chosen service provider.
Efficient scheduling
Virtual receptionists are experts in transforming your calendar from a chaotic state to a more organized flow.
Receptionists take care of coordinating schedules and choosing the appointment times that work best for you and your customers. They also send regular reminders to prevent any missed appointments and quickly spot double-bookings.
Happy and satisfied customers
Building loyalty among your customers is all about giving them an experience they’d want to return to.
With virtual receptionists eagerly answering their inquiries and acting as the first line of support, your customers will always feel valued in your business and leave the call feeling better than when it started.
Multitasking experts
Receptionists are not only there for their call answering services. They can also handle additional tasks like responding to emails, replying to online inquiries, and directing messages to the right people.
Furthermore, virtual receptionists can also take on administrative tasks like data entry, file management, and more.
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How do virtual receptionist services work?
Virtual receptionist services rely heavily on technology to perform their tasks.
If you’re considering hiring your own virtual receptionists, here are the tools they mostly use to operate:
VoIP systems
Voice over Internet Protocol (VoIP) sounds like a handful but they’re simply tools that make business answering services possible.
CRM software
Many businesses use customer relationship management (CRM) software to record data about customers.
When using your CRM, receptionists can now easily track interactions, log customer inquiries, and manage follow-ups.
Scheduling tools
Scheduling tools are a must for receptionists who need to schedule tons of appointments in a day.
With apps like Calendly, Google Calendar, and Acuity, receptionists can easily coordinate calendars, send automated reminders, or even let customers set their preferred schedules by themselves.
The Ethical Risks Of Outsourcing
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According to a Deloitte report, 57% of businesses cite cost savings as their primary reason for outsourcing. This is understandable, as operating a business can be expensive, and achieving profitability is often a challenge where every penny matters. However, it’s important to recognize that cost savings are not the only factor driving outsourcing decisions. Other strategic benefits, such as improving efficiency, accessing specialized expertise, and focusing on core business functions, also play a significant role in this business strategy.
What to consider when choosing a receptionist service provider?
There are many receptionist and answering service providers all over the market that offer business answering services, but not everyone can perfectly align with your vision for customer service.
With that said, here are the considerations you should know before choosing a service provider:
Testimonials from past clients: You can quickly evaluate if you want to work with a certain provider based on the reviews and testimonials they have online.
Specialized options: If you special needs like having a multilingual receptionist or an expert in the healthcare field, then look for a provider who has experience in these lines of business.
Transparency with costs: No one likes hidden charges so find a service provider who can be transparent with their pricing.
Questions to tick off when choosing a provider:
Here are some additional questions you can ask your provider so you can narrow down your choices:
Can they manage a high volume of calls 24/7?
Are they transparent about their pricing and don’t have any hidden costs?
Are they experienced in your line of business?
What additional services can they offer your business?
Are you ready to hire your first virtual receptionist?’
For a small business owner, every call or customer inquiry you receive can take you closer to the goals you’re dreaming of for your company.
While you can’t be in two places simultaneously, hiring virtual receptionists is still a way to run your business without neglecting your customer’s calls.
Virtual receptionists make sure your customers are happy and satisfied while you’re busy growing your business.
If you’re ready to provide a better experience live answering service for all your customers, contact us now and hire your first receptionist.