Small businesses and service providers often don’t have the resources to have a dedicated customer care team. As a result, many of them still rely on voicemail to tackle calls when staff members are busy or the office is closed. The truth is customers don’t like voicemail. Most people would rather look for a competitor rather than leave a message. If you are wondering whether you can do better without voicemail, your choice lies in a virtual receptionist. Here is an overview!
Understanding Live Answering Services & Virtual Receptionists
So, how do virtual receptionists work? The process is simple: You team up with a live answering service, such as Signpost, and they will assign agents who will answer calls on behalf of your company. Signpost’s team is based in the United States, and the agents are trained for each client to answer calls and resolve issues. The good part is the onboarding process, which is simple, and because the company works with small businesses across states, the price point is great.
Why Do Customers Avoid Voicemail?
Today, each customer is spoilt for choice. As a result, it doesn’t take long for someone to find a second option. Imagine this: A homeowner calls your plumbing company for an unexpected leak that has flooded their basement. Will they consider that it is beyond 6 pm and your team isn’t available? Instead, they will look for a plumber who is around and can at least check the situation. Voicemail isn’t just outdated but also deeply impersonal. Even customers who need quotes or want to request help for installation will not wait for a callback.
Improved Customer Experience
Inbound calls must be answered immediately, regardless of whether you choose an AI voice agent or real answering services. With live agents, you can ensure each caller gets a personalized greeting and exact solutions they need. The right response often means converting a lead into a customer and getting a positive review. In the long run, your business will have better brand value. The idea is to ensure customers feel heard, for which live virtual receptionists are always better.
What to Expect from Answering Services?
Now that you know that live agents are better than voicemail, the next step is to find the right answering service. What features should you look for? Here is a quick overview worth considering:
- 24/7 Coverage: The first one is non-negotiable – The answering service should be available all 24 hours of the day, including weekends and holidays. The goal is to ensure your business remains available to customers, and there is no way to predict when someone might call.
- Call Summaries: You need to know if a customer needs more help or if the agents are talking the right things. For this, getting call summaries and notes via text, email, and the company’s system is critical. You should have the choice to review recordings for quality control.
- No Hold: If a customer has to wait for a long time, they are unlikely to feel impressed. Check with the answering service to know the average wait time. Ideally, each call should be answered within a few rings.
- Emergency Routing: Virtual agents and receptionists should be able to identify urgent calls and transfer the same to a team member. This is particularly true for service businesses.
- Call Screening: Telemarketers and spam callers are everywhere. The agents should be able to filter such calls and ensure only valuable ones reach your staff.
Lastly, check whether the selected service can sync their system with existing software and tools, such as FieldPulse, Housecall Pro, Jobber, and ServiceTitan. Once you complete the onboarding process, there is little to worry about frustrated customers and missed calls.
