When you use a virtual receptionist service, its important to know whether they will verify information or not. It may seem like a good idea to have your virtual receptionist verify the spelling of names and other necessary information. However, it may not be worth it if it means sacrificing familiarity and friendliness.
The First Exchange
When a new client or customer calls your company, the first exchange makes a huge difference. Whether the caller has been a client with your company for years or is calling to place their first order, this exchange will leave a lasting impression on them. Which would you prefer?
1. A virtual receptionist answers the phone, verifies all information and takes the order or transfers the call to the person to take the order.
2. A virtual receptionist answers the phone and says, “Hi [Caller’s Name]! How has your day been so far today?”
The first option may alienate the client and make them feel as if they are just another account number to you. However, the second exchange allows the client to feel as if you care, even if its not the same person they talked to last time they called.
What’s the Truth Behind Verifying Information?
Verifying client information can produce the feeling of unfamiliarity. This can lead to people feeling like they are constantly being screened by your company. For many, especially for your regular clients, this is an off-putting thing.
Of course, there has to be some balance as some of the information, such as a shipping address, is vital to the deal. However, if something, such as the exact spelling of the last name of a client isn’t vital, it doesn’t necessarily need to be verified.
Is Verification Ever Necessary?
Yes, in some cases, verification is very necessary. With a new client, it will be very important to get their information right the first time. This will help to avoid the necessity for verification in the future.
However, even when verification is vital to the situation, starting the call off with a pleasant greeting can help to lessen the feelings of unfamiliarity.
Why is this Decision so Important?
When you choose a virtual receptionist to handle your call volume, you need to be comfortable with how they will treat your clients. If somebody calls with a small or large order, you want this person to be greeted with a friendly voice on the other line.
Verification can take away from a client feeling like you appreciate their business. However, it can also put a client at ease when it comes to making sure the items or services will be delivered on time and to the right place.
Even though you may need verification, its important to know how your virtual receptionist will handle this process. Will they verify every single detail or just the details you decide you want verified? Will they do any verification or will they do as you ask and forward the call to you for the verification process?
Understanding how each client will be handled when they call will make a world of a difference. Its important to know that your clients will be well taken care of and won’t feel like they are calling a brand new business they’ve never dealt with before.
Making Your Virtual Receptionist Decision
The final decision to hire one company over another can come down to what they will do or not do for you. If you need verification and they cannot provide it, you may need a different company. On the other hand, if they insist on verifying every single detail, you may need another company.
Your virtual receptionists should follow your instructions. Maybe you want specific information verified, but not other information. This is something they should happily handle for you.
Make sure you know what you’re getting when you hire virtual receptionists for your business. If you’re not sure what you’re getting, it might be a good idea to ask questions and consider whether or not the way your callers will be handled will benefit your business or cause issues. This is a big decision and you want to make sure your customers hear the right, pleasant voice on the other end when they call.