Automation is so convenient in all areas of life, from the automatic soap dispenser in your bathroom to the automated thermostat that knows to turn the heat off when you are gone for the day at work. While automation is set up to make your life easier, the need for automation can be debated when it comes to doing business.
When you are trying to decide whether to use an automated voicemail or a live operator answering service, you have to think about which one could benefit your business the most. The good news is that automation can actually help your business grow if you automate the right areas of the communication process. Here is a look at how these options compare and why automation can help you in the business world too.
Voicemail automation vs. a live person
It may seem that voicemail being automated could feel impersonal compared to a live operator that gives personalized service. Since everyone needs voicemail in order to have the opportunity to be away from the phone and still keep communication available, it’s a big decision on whether to have someone always available to take missed calls or to have an automated voicemail. Depending on your customer service needs, you’ll have to determine if it’s important to have person-to-person interaction or if automation will suffice.
Choosing automated voicemail
For those that choose automated voicemail, they may find that they are really limited and that it’s actually costing them in revenue than they realized. When a person answers the phone, it allows your company to make a good impression on every single caller while an automated voicemail is impersonal and makes your customer feel like another number.
Voicemail is a great way to miss revenue opportunities and some of your customers won’t bother to leave a voicemail. You also have to listen to all of your voicemails and respond to them each week which is time-consuming.
Why you should use a liver operator answering service
Going with a live operator answering service, you have the opportunity to impact every single caller that calls the office on a daily basis. They are getting one-on-one attention each time they call; plus your operator will make them feel heard and interest them to definitely want to do business with you.
They can answer general questions like hours of operations, directions, pricing information and more. Your live operator can transfer your caller to the right person or take a message for them as well.
Your staff won’t be missing revenue opportunities anymore because your live operator will hear every customer and vendor call. Your caller will be happy to have been heard and not to be directed to a machine. You won’t have to worry about your caller deciding not to leave a voicemail and you can even use a live operator for after-hours, weekends and when your staff is out to lunch.
What’s right for me?
Be honest with yourself on what your business needs the most. Are you losing out on customers and revenue opportunities due to impersonal, automated voicemails? Do you tend to use text and email more than the phones where it wouldn’t affect your company to switch to a live operator? Do your customers tend to prefer not to speak with a live person?
There is no one-size-fits-all solution but most companies are seeing the benefit of a live operator because it, without a doubt, is improving customer service for their company’s image.
Consider the differences when choosing between a live operator and automated voicemail.