One of the main reasons many clients seek out a virtual receptionist is so they can ensure every incoming call is answered by a live, friendly person. Knowing every caller, prospect, and lead is greeted by a virtual receptionist using the approved script gives peace of mind to the business owner.
But can a virtual receptionist build customer relationships the same way an on-site receptionist can? We say “Absolutely” because we experience it firsthand every day.
Can a Virtual Receptionist Build Customer Relationships?
Virtual receptionists can help build customer relationships that are essential in developing lasting customer loyalty. Low-quality answering services won’t be able to build real relationships with customers because they don’t focus on the principles of active listening, using positive language, quickly finding solutions for callers, and treating the caller with respect.
A quality virtual receptionist can build customer relationships by taking the initiative in establishing a friendly connection with callers.
Because the virtual receptionist knows your company details and the information you’ve asked to be included when the receptionist answers calls for your business, they can concentrate on remembering repeat customers that call your business, creating a repertoire with them, and eventually building strong customer relationships.
When a virtual receptionist thoroughly knows and understands your company details and call scripts, your callers have a more positive customer experience by speaking with a knowledgeable person who appears to work directly from your office.
What’s necessary to build customer relationships?
Customer relationships need a few “ingredients” before they can develop. A friendly representative on the phone, a kind employee when/if the customer visits a brick-and-mortar location, a willingness to create exceptions for loyal customers, and more can help a company build customer relationships that last.
Another helpful factor in building customer relationships is the permanency of employees, including receptionists and customer service representatives. Even companies that routinely offer great service can lose customers if high staff turnover is taking place.
Whether it’s a friendly voice on the phone or a smiling face in the store, customers build relationships best when they see or speak to the same employees again and again. It creates familiarity around your company and makes the customer want to return.
While you can never stop the quest to find new customers, it’s equally important to make the relationships with your current customers as strong as possible. That’s what tethers them to your brand and creates a loyalty that isn’t dependent on discounts and convenience.
Building strong customer relationships can start with a virtual receptionist – click the button below to start a free 30 day trial with our team of virtual receptionists!