Category Archives for "FAQ"

Do Virtual Receptionists Always Answer Incoming Calls Live?

Smiledog makes a commitment to answer each incoming call live. Other virtual receptionist services rely on voicemail during call overload, while Smiledog is always fully-staffed to handle all incoming calls. After all, companies don’t need to pay a premium for voicemail — they can install that themselves. When a company pays for virtual reception, Smiledog promises to provide those services.

What Is The Difference Between Virtual Reception & Call Centers?

If you’ve ever wondered about the difference between virtual reception and a call center, it’s pretty simple. Virtual receptionists answer calls live, just as one would in your office. Call centers take incoming calls and put them on hold as they enter the system. Smiledog strives to make the callers’ experience as seamless as possible, efficiently answering and directing calls live.

Does Smiledog Use The “Hold” Button?

Smiledog does occasionally put callers on hold, as call volumes unexpectedly rise. However, they return to the caller as soon as possible, directing the call in person instead of simply putting the call into voicemail. This situation is certainly not the norm for Smiledog — if calls become so heavy that people are regularly put on hold, we know it’s time to staff up our virtual receptionists.

The other instance during which callers might be placed on hold is when our virtual receptionists are seeking the answer to a question for a caller. There is also a brief hold period when our receptionists ensure availability to take the call.

All The Benefits Of In-House Reception, None Of The Drawbacks

Smiledog’s goal is to give your callers the impression they are calling your office, not being directed through virtual reception. After all, one of the great benefits of virtual reception is having the appearance of in-house reception without the drawbacks. We want the first impression each caller has of your company to be friendly efficiency, leaving happy current and potential customers.

Call Smiledog today to learn more about how we can help you generate new business and grow your revenues through virtual receptionist services!

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Can a Virtual Receptionist Transfer Calls to Any Number in the World for Me?

If your business requires calls to be transferred worldwide, you might be wondering if Smiledog has the technical ability to provide you virtual receptionist services. The simple answer: yes! In the past, business owners with multinational needs may have resisted virtual receptionist services, but they need not do so. Thanks to Smiledog’s specialized internal call system and the power of the Internet, we’re able to route calls to any cell, office, or home phone you provide.

Don’t Be Tied Down To The Office

Business owners are incredibly mobile these days, often having several lines at which they can be reached. Providing these numbers to your clients can be confusing for everyone — better they call the main line and let Smiledog’s receptionists route the call as you’ve directed.

We Learn Your Goals And Adapt To Them

When you sign on with Smiledog, we take the time to interview you to find out exactly how you envision calls being handled. We want to fully understand your business needs, and respond to your customers in a way that makes you feel confident. We use our experience and expertise to help you customize your service. We add as many lines as needed to be sure that we can transfer live calls to any number you want. We can set up staff profiles so everyone who needs calls transferred to them can have them as needed.

Go Ahead: Take That Vacation!

Want to go on vacation, but don’t want to miss out on potential future business? No problem! You can travel to Europe for a relaxing getaway, without seeing your business go to a competitor. All you need to do is update your account with your availability, and we’ll keep you 100% connected.

We are able to fully customize services to your business, creating a comprehensive reception solution that can help grow your business by increasing efficiency. Call our office today to discuss your business goals and needs, and learn how Smiledog can help accelerate your growth.

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How Do Virtual Receptionists Know If I’m Available To Take A Call?

It is easy to communicate your availability for the day to your virtual receptionist. If you choose to update Smiledog each morning with your status and general availability for the day, the receptionists can field the calls using that information. However, this is not essential, and in fact, some clients choose not to do this at all. It really comes down to what works best for your business.

How Is A Call Handled?

When your virtual receptionist answers a call that needs transferring, she will call the person in question to announce the call. This announcement is to ensure that the person is not currently busy and unable to take a call. Virtual receptionist can tell you who is calling and the nature of the call before connecting, helping you to determine the urgency of the call.

If busy, you might ask the virtual receptionist to take a message, which can be relayed instantly via email once the call is disconnected. This allows for you to have some flexibility in receiving calls, allowing for you to request a message if you are unavailable for interruption.

Have Multiple Lines? No Problem!

For those with multiple lines, such as an office, home, and cell phone, we can announce calls to all of your lines, or just one specified line, depending on your personal preference. We make it easy for you to be as mobile as you want, while feeling confident you are receiving every important call.

Our Flexibility Sets Us Apart

The Smiledog system is incredibly flexible, allowing complete customization for each business. Calls received are treated with care, and are never simply transferred without first finding out if there is a person to take the call, and that the person is available to talk. Messages are taken live, not transferred to voicemail, giving customers the “full service” feeling. With so many calls we make today simply routed to the black hole of voicemail, this type of customer service stands above the rest.

Whether you choose to update Smiledog daily on your office status, or simply every once in a while, you can be assured that every call will be handled according to your established preferences. Give Smiledog a call today to learn more about our services, and how they can help your business experience greater growth!

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How is it that Virtual Receptionist Companies Get my Business Name Right?

As the premier local virtual receptionist provider, Smiledog makes it a priority to ensure each inbound call is answered accurately, to the satisfaction of each client. Smiledog uses advanced software that helps receptionists answer calls with confidence. Combining high-tech software with well-trained receptionists results in each call directed efficiently and, most importantly, correctly.

Individualized, Customized Customer Experience

Each new client to Smiledog receives their own customized number in order to get connected into the system. New businesses just opening their doors can opt to use this number for their main businesses phone, with the assurance that if they one day decide to leave Smiledog, they can take that number with them. Established businesses will, of course, want to retain their current numbers, which are simply forwarded to the unique Smiledog number.

Advanced Software Ensures Accuracy

When a caller dials your business number, it is routed into the Smiledog system, where the computer utilizes caller ID to trigger the screen for your business page. This screen contains all of the important information the receptionist needs to handle the call, including the all-important custom greeting.

Our virtual receptionists only handle one call at a time, which means that the screen is locked in place during the call. This prevents any errors from occurring and ensures that all the pertinent information needed to handle the call is right at the receptionist’s fingertips.

Smiledog Offers Flexibility

The services that Smiledog provides are extremely flexible, allowing businesses to create a completely customized experience for their callers. One of Smiledog’s primary goals is for callers to be completely unaware that they are being routed through virtual reception — the goal is for all callers to assume they are reaching the business in-house. Smiledog achieves this by taking time to about the business needs and culture before a call is ever taken.

Call Smiledog today to discuss your organization’s needs, and let us help you determine if virtual reception is the right choice for your growing business!

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What Will a Virtual Receptionist Say When They Answer My Phone Calls?

Smiledog uses advanced virtual receptionist software that’s designed to assist in proper handling of each and every call. The software can identify for the receptionist which business the caller is trying to reach, ensuring that each call is handled professionally — and most importantly — correctly. The virtual receptionist is the first point of contact for the caller, and we take that responsibility seriously.

Sophisticated Software Designed To Meet Your Needs

The sophisticated software Smiledog receptionists use has detailed screens for each business, allowing for all the important information to be displayed. For example, most businesses have a preferred script for how to answer each call, such as, “Thank you for calling XYZ Company. My name is Ashley, how may I help you?” With Smiledog, this script is completely customizable, whether you’re a traditional business preferring a classic formal greeting, or a speciality business looking for a more colourful greeting.

Fully Customizable Experience

This detailed screen displays your team’s availability for the day, informing the receptionists of how calls for particular individuals should be handled. The virtual receptionist uses these notes to determine whether he should put a call through, take a message, or direct the call to another team member. Everything is fully customizable, giving you the flexibility you want in handling the variety of inbound calls to your business.

Getting To Know Our Clients

When a new client joins Smiledog, we take the time to carefully interview them, learning about their business culture and goals in order to fully understand how best to answer, field, and handle calls. It’s important to Smiledog to maintain a transparency for businesses, leaving callers none the wiser that they’ve gone through virtual reception.

The best way to find out how Smiledog can help your business take its reception to the next level is to call us to discuss your needs.

  • in FAQ
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  • April 10, 2014