Research by HubSpot states that excellent customer service can drive approximately 93% of customers back to your business. At the same time, 90% of customers prefer to buy more from such a business. That's the reason that all businesses want to be at the top of their game when it comes to customer service. But with so many roles to fill and incoming calls, it can be hard to do everything you need and want to do. It is where virtual receptionist services come into action.
Virtual receptionist services are a great way to connect personally with your customers without having the expense of hiring an actual receptionist. A virtual receptionist can answer phones, take messages, and help you run your business more smoothly. Here are some of the many benefits we've seen from using this service:
Real-Time Call Forwarding
Call forwarding is a feature that allows you to forward calls to any number, including your cell phone. It is a great feature if you want to ensure that customers are greeted by a live person and not an automated recording. You can also choose to forward the calls to voicemail or another line in the office.
You can also benefit from the Google voice call forwarding feature so that incoming calls will go right to your mobile, work, or home landline phone.
If you want to forward calls to your cell phone, you must log into your Google Voice account and click the "Settings" link at the top of the page. From there, select "Calls" and then choose "Incoming call options." In this section, you can specify which phones or extensions should ring when someone dials your Google Voice number. You can also choose which option will be used by default. For example, you can assign up to 6 phones to your Google Voice account to ring when you receive a call. In addition, Google Voice will automatically detect what device is active when an incoming call comes in.
Answering Unlimited Customer Calls Daily
Here are the top benefits of having a virtual receptionist answering your calls:
- The ability to answer unlimited calls. Research by LiveAgent reports that an average business call center receives around 4400 calls per month. It can be further broken down to 200 incoming calls daily, while approximately 1000 calls in a week. However, it also states that, on average, businesses miss around 48 calls every month because of workload or being busy on some other call. In today's world, where customers demand instant service, you need a virtual receptionist that can handle the volume of calls that come through your business. It is especially true if you have multiple agents working at different times of day or night since they can access their queue from anywhere they choose, making it easy to manage multiple teams while staying connected with your clients.
- The ability to answer calls 24/7. Many businesses operate 24/7 and therefore require an answering service that's available during these hours as well. Virtual receptionists live on their phones, so they never sleep. They can be reached any time, day or night. Hence, customers always know who will be there for them when they need assistance with orders, questions about shipping costs, or general information about your products and services.
Message Taking and Delivering
When a customer calls, your virtual receptionist will take the message. They will ask them to state their name and the nature of their call. It helps ensure that you know who is calling and what they want. Your virtual receptionist will enter this information into the system and other relevant details about the message or caller, such as the call time. The system automatically logs all calls made to you so that it's easy for you to check back on past conversations later if necessary.
If possible, your virtual receptionist should try to deliver each message directly to the person who needs it most. For example: if a customer is looking for tech support because their computer isn't working properly, you may better serve them by having someone from IT contact them.
Bilingual Language Support
According to the US Census Bureau, around 21.6% of people in America speak a different language than English. That means that every one in five people in the US speaks a different language. It is one of the main reasons why businesses need bilingual support that serve customers in multiple languages. Many businesses and organizations hire bilingual or multilingual employees to serve their clients better, attract new customers, and communicate with their employees.
Bilingual virtual receptionists will help ensure that your business can continue providing excellent service regardless of what language your customers prefer.
Ease of Scheduling Appointments
A virtual receptionist service is a great option for scheduling appointments. It allows you to see the customer's availability, confirm appointments, track completed appointments, make changes to existing appointments, and cancel any unnecessary ones. It can be done through the company's website or by phone.
Multi-conferencing is the ability to have a conference call with multiple people simultaneously. Depending on your software, this can be done in real-time or asynchronously. It can be useful for businesses that need to have meetings with multiple people and want an easy way to add and remove participants from the call at any time.
Multi-conferencing is also great for training purposes. For example, if you're going through a new process with your team, it's good to allow them all access so they can practice together beforehand.
Multi-conferencing also allows you to have multiple people on a call at one time and talk over each other, which is often helpful when there's a lot of information that needs to be exchanged.
Outbound Call Assistance
The virtual receptionist can also help customers by returning personal or business calls on behalf of the company. For example, suppose a customer calls to ask about a product or service and needs immediate assistance. In that case, the virtual receptionist can transfer them to an agent who can answer their questions quickly. It is convenient for customers because they don't have to wait on hold or call back later if they need more help with whatever issue they're facing. It's also efficient for businesses because it saves personnel resources from having to answer every incoming call themselves. The virtual receptionist handles all of these responsibilities so that your employees are freed up to focus on other tasks that require their attention instead.
Make Your Company Available 24/7
Many businesses are open 24/7, and as a result, your customers can reach you at any time. However, if you don't have enough staff to answer calls or emails all day long, it could be difficult for your business to provide this level of customer service.
The best virtual receptionists are available round-the-clock because they're not human beings; they're running on software. It means you can program each employee to work on certain shifts at different times of day or night. If one person has to take off for an appointment or get some rest during their shift, another team member will pick up the slack without skipping a beat.
If you run an international company with offices in different countries around the world, having 24/7 access is essential. Otherwise, customers might not get their questions answered until after business hours have ended where they live or work.
Empower Your Employees to Focus on Revenue-Generating Activities
You can focus on your core business when you have a virtual receptionist. It can have a huge impact on the way that your employees work and how they feel about their jobs. For example, if an employee spends too much time answering calls from customers who need help with small details to make large purchases, he or she may feel like his or her job isn't important. It can lead to decreased morale and productivity for both the employee and the organization as a whole.
A better alternative would be for an employee to spend time helping customers purchase items from your company's sales department. In this case, they will feel more engaged in what they do each day because it directly impacts revenue generation.
Live Virtual Receptionists Offer Many Benefits for Companies and Customers.
You can hire a live virtual receptionist to answer your phone calls for a few hours a day or a few days a week. You can choose the best option for your business and your customers. For example, some companies prefer having their virtual receptionists available during certain hours, while other businesses need their live virtual receptionists to be available 24/7.
For example, if you run an online store and want customers to be able to contact you 24/7 but don't want to hire someone full-time as an office assistant at the moment, then having a live virtual receptionist may be ideal for your needs!
Virtual receptionist services are the best option for your business. They provide an additional point of contact to your customers and make it easier for them to reach out to you. Using a virtual receptionist service can also save time on managing calls and emails.