An IVR Receptionist can be a confusing thing. They put the term virtual receptionist in there, but this is actually an answering service. The caller is greeted by an automated system that will ask questions they will answer. This can be helpful, but doesn’t compare to a live person.
What you Have to do with an IVR Virtual Receptionist
Setting up an IVR virtual receptionist is a long process. You have to record the real voice you want to use, and then do it again. This ensures you get the voice you want and give the experience you want.
After recording, you have to set your menu options. This requires great attention to detail, as the wrong working can become confusing. You don’t want to complicate things for your callers.
There may be the option to work with speech recognition instead of touchtone selections. If this is the case, you may have to fix loops so that background noise isn’t causing issues.
You will also need to pay attention to how long somebody is on hold and goes through the system. If it’s too long, they will hang up, as most callers really don’t like talking to a machine.
Why an IVR isn’t a Real Virtual Receptionist
An IVR Virtual Receptionist isn’t really a virtual receptionist. Instead, it’s a machine, which automates the way your callers are handled. It’s a robot without feelings, empathy or the ability to adjust when it doesn’t understand the caller.
If you want to irritate your callers, watch your online reviews go from 5 stars to 2 stars and lose clients, an automated system is perfect for you. However, if you don’t like the idea of losing business, you have another option, which will provide a far better service for your clients.
Destroy any Competitors Using an Automated System
Some of your competitors may be using an automated phone system. This means, you have the ability to destroy them by providing better customer service without spending a fortune. This is done by employing a real virtual receptionist service with live receptionist ready to handle every incoming call.
With a real virtual receptionist service there won’t be an automated menu. Instead, a live person will answer the calls, help with customer service questions, take orders, schedule appointments and keep your business running smoothly.
Get More Value for your Money
An IVR virtual receptionist may cost less than a real virtual receptionist service, but it will also cost you more customers. About 60% of those reaching an automated system will hang up and call your competition. Instead of letting this happen, you can hire a virtual receptionist service to ensure all your callers get a live person when they call.
When you save even one caller and the place an order or an appointment, you may have a lifetime customer. What’s a lifetime customer worth to you? Would it cover the cost of a real virtual receptionist for a month, a year or longer? It doesn’t take many saved callers to see the value in a virtual receptionist compared to an IVR virtual receptionist.
Automated Isn’t Always Better
In the fast-paced world we live in, automated seems like the best options. Everything seems to have an auto-pilot option, but that doesn’t mean it’s better. Sometimes, an automated option means you don’t get nearly as much out of it and neither do your customers.
Your customers need the best possible service. A machine cannot provide the same type of service as a live person. Don’t automate your incoming calls with a machine. Instead, use a live person and remain very professional in your business image.
There are many ways to handle your incoming calls. You can handle them inside your business, with voicemail, with an IVR virtual receptionist, with a real virtual receptionist or with another type of option. However, choosing the wrong option could be giving your competition an advantage instead of you. Make sure you have the ability to crush your competition with a live person answering your calls at all times.
A virtual receptionist will give you everything you need to remain professional and get the value for your money. Choose a virtual receptionist over an IVR receptionist and you will be in much better shape.