Are you willing to risk losing the 34% of customers who don’t call back when they can’t get through to you?
Many firms still rely on inbound customer calls to handle inquiries and other customer care issues. But when you realize that 48% of clients feel that live representatives answering their calls is not helpful, then you need to change tact.
Automated receptionist systems help businesses respond to clients on time and deliver a consistent customer experience. The system can help you come across as more professional, which goes a long way in winning and retaining clients. Here is a look at the benefits of an auto-receptionist system and how you can best use it.
What Is an Automated Receptionist System?
An auto-receptionist is a self-operating telephone voice menu system that routes incoming calls to different departments in an organization with no human intervention.
When someone calls your company’s number, the auto-receptionist act as their first point of interaction. The system immediately delivers a message with further information about your firm that can help the caller find what or who they are looking for.
For example, if you run a clothing store and a customer calls in, the auto-receptionist program can give further information about your store’s location, operating hours, etc. You can also set the system up to provide the caller with a digit to dial if they want to talk to a live company representative.
How an Auto Receptionist System Works
Once you set up the auto-receptionist system, it will detect and engage an incoming phone call.
The system then gives the caller a slew of options based on your preferences. As the caller selects their choice by dialing a digit, it will trigger a dual-tone multi-frequency (DTMF) tone. The tone, also known as a touch-tone, is then picked up by the telephony application program interface (TAPI).
It’s the TAPI that then transfers the caller to a particular extension.
On the other end of the system, the extension’s user receives notifications through every available number. These can include a landline, a mobile number, a webphone, etc.
Some automated attendant systems also use a dial-by-name directory. The directory enables a caller to dial the first, last, or full name of the person they wish to speak to, and the system will automatically direct the call to that user.
Ways an Auto-Receptionist Can Assist Your Business
An auto-receptionist system features several functions such as call transfer and routing prompts, incoming call answer, and greeting messages, among others. These functions can help you run your business better to the appreciation of your clients. Here are some of the benefits:
1. Flexibility
An auto-receptionist system can help you efficiently field calls relating to several departments. Using pre-set variables, you can determine how each type of call gets routed.
For example, you can use the number a client dials as a variable. Thus if one client calls to speak to the technical support department while another desires to reach the sales department, the system can direct the call to the relevant staffer.
When you are selecting these pre-set variables, a rule of thumb is to use those that reflect what priorities your firm has concerning incoming client calls.
2. Set a Professional Appearance
In business, your appearance plays an essential role in whether customers decide to work with you or not. Most times, when a client places a call to your firm, they are either ready to make a purchase or at an advanced point along the buying journey.
Furthermore, for a significant number of cases, it is usually the very first direct interaction such a client is having with your business.
An auto-receptionist system can help you convey a professional tone to such potential customers. As a result, you can begin a relationship with new customers on the right footing.
3. Cost Efficiency
Notable benefit businesses derive from using an auto-receptionist service is that it contributes to the cost-efficiency of their operations.
Since the system can replace a live receptionist, it helps you save on staffing costs. You do not need to pay healthcare and other benefits, on top of a standing salary after hiring a new receptionist.
You can use these savings to bolster a critical area in your business that contributes to growth.
For customer-facing employees you already employ, an auto-receptionist system helps them channel their time optimally. The program can handle routine incoming call queries, freeing your people to respond to more complex client matters, and improve their overall productivity.
4. You Are Always Reachable
Clients tend to call just as much when it’s beyond the office hours as they do during operating hours. If you are unavailable despite having been closed for the day, you stand to lose significant revenue over time.
An auto-receptionist system helps you handle clients even when you are closed, to follow up on the sale.
Moreover, when clients realize that they can reach you no matter the time of day, you become a preferred business. You can keep your customers coming back, which grows your overall customer lifetime value.
Best Practices for Deploying Auto-Receptionist Systems
Although auto-receptionist systems can benefit your business significantly, they can’t be of use if you do not know how to operate them. Some of the best practices you should adhere to when running an auto-receptionist system include:
Team Training
You need to empower your team to become familiar with the system if they are to give your clients a memorable experience.
Keep It Short
Your client’s time is valuable, and the worst thing you can do is deliver lengthy messages that distract them. Distill your potential options down to those that are mission-critical.
Make these options concise while offering the alternative to speak to a live representative if a customer’s inquiry does not fit into the predefined options.
Give Your Clients a Memorable Experience
Handling incoming customer calls well is part of surprising and delighting your clients to keep them coming back for more. To even out the process and give your customers the same experience every time, you need to consider adopting an automated receptionist system. Learn the best practices for using this tool to avoid frustrating your clients, but instead solve their problems promptly.
Are you looking for ways to improve your company’s operations? Check out more of our content for insightful ideas on how to better your business.
