Here at Smiledog, we provide top-quality virtual reception services, and we’re approached by small business from time-to-time to discuss our services versus using an auto-attendant. We think virtual reception is a superior option for a variety of reasons, but when done right, auto-attendants aren’t de facto “bad” for business. In fact, auto-attendants can end up working well for businesses. The problem that we often observe is that businesses using auto-attendants have the system set up poorly from a customer service standpoint.
Why Do Businesses Use Auto-Attendants?
Most businesses using auto-attendants find that the cost of an in-house receptionist is simply too great for a growing business. Because they need the phone answered, they opt for the inexpensive auto-attendant to help route calls efficiently. However, when they set the system up, they often make a few crucial errors that can end up hurting them in the long run.
Most Businesses Have Poorly-Designed Auto-Attendants
Many of these automated phone systems are needlessly complicated, with too many options. No one likes calling those lines where there are 9 different options, and you’re never really sure if you hit the right option once you make a choice. Sometimes you just sit there pressing 0, hoping to get to an operator. And therein lies the secret of a better auto-attendant phone system: a live option.
Over the years, people have gotten wise to the short-cut of pressing 0 on the phone to go immediately to an operator to get the help you seek. In response, big and small companies alike have removed that option, with an eye toward saving money. Instead of prioritizing customer service, they’ve prioritized the capital cost of time and money for an employee. There is logic to the choice, so we understand why it happens. However, we think there is a better way.
Why Not Use Your Auto-Attendant And Smiledog For Your Live Option?
Removing the option to immediately reach an operator, we feel, is poor customer service. It causes frustration for callers who don’t have a routine concern, and it just generally appears as though the company isn’t interested in talking to their customers directly. We don’t recommend that clients using auto-attendants should ever opt for removal of a live option. However, there is no need to hire someone just to back up the auto-attendant — that seems counterproductive to the whole goal of saving money! Instead, we suggest you consider Smiledog as the live option backing up your auto-attendant.
By choosing this method, you retain the auto-attendant to handle your most routine phone tasks, like providing your business address or basic directions to your location. But, you also give your customers the opportunity to speak to a live person immediately if they feel the need. If you want to use auto-attendant services, Smiledog can help you set it up in the best way possible so that you save money and time, but you don’t sacrifice customer service.
If you want to learn more about our services or are ready to sign up today, visit our GETTING STARTED page or call our office direct. We’re looking forward to hearing from you!