Many customers say they prefer working with small businesses because they’re more likely to receive personal attention. In fact, according to an American Express Survey, 80% of Americans believe that smaller businesses place a greater emphasis on customer service than large businesses.
While this is great news for small companies, it can also present a dilemma—how does a small business owner consistently deliver personalized customer care while operating with more limited resources of budget and staff that larger companies typically have? For example, larger businesses may have several receptionists dedicated to answering calls, while a small company may have one person who simply can’t answer every call, 24/7.
However, missing calls or relying on voicemail isn’t smart business—about one-third of callers who receive voicemail hang up and those that leave messages are still likely to call another company afterward. Missing calls means missed opportunities, which ultimately means missed revenue.
Regardless of a company’s size or industry, answering phone calls is the first line of customer service and is essential to laying the foundation for a customer’s loyalty. For this reason, many small business owners are turning to virtual receptionists to handle calls quickly and professionally. Callers don’t have to endure long hold times, suffer through a confusing set of automated prompts, or wonder when someone might actually call them back.
For much less than it costs to hire an in-house staff member, virtual receptionists act as an extension of your small business’s team, and callers aren’t even usually aware that they’re not speaking with a staff member. This gives the customer peace of mind that the company has the time and resources to not only answer calls but take care of any needs that may arise.
Virtual receptionists are trained to know the practices, philosophies, and priorities of your business so that they can intelligently listen to each caller’s request, ask relevant questions, and give informative answers. By discerning the crucial details of each call, a virtual receptionist knows how urgently each request must be handled, and by whom. Calls are also recorded and details are logged, so you can review what each call was about, how quickly and thoroughly it was handled, and what still needs to be attended to.
Some small business owners use virtual receptionists to manage all their calls, while others rely on them for after-hours calls only. This is especially beneficial for businesses in professions such as healthcare, transportation, or plumbing when after-hours calls may require an immediate response, 24/7.
Virtual receptionists can also schedule appointments, take orders, and help with other customer service issues, so that the small business staff can focus on their tasks without disruptions and distractions. Meanwhile, each potential or existing customer who calls is attended to quickly and kindly, 24/7, 365 days a year.
If you’d like to learn more about how virtual receptionists might be the big boost your small business needs, contact Voice Link of Columbus, Inc..We offer month-to-month service agreements to meet the needs of any business regardless of size. Customized communication solutions, secure HIPAA/HiTech messaging, and appointment scheduling can save you time and money while optimizing customer care. Our excellent reputation, expert staff, and state-of-the-art technology will exceed your expectations. Request information online or call us at (800) 262-2799 for a free consultation.
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