One has no idea about how helpful a virtual answering service like CMS can be for small businesses. But before proceeding, one should know more about this service.
INSIGHTS:
- It can manage communications via email, answer inward-bound calls, live webchats coverage, and social media monitoring.
- Small businesses can fully augment or outsource their customer service with the help of a virtual answering service.
- The service complexity and the volume of the call typically are the components that decide the cost of the online answering service.
- It is also known as a live receptionist, receptionist service, or virtual receptionist.
- The small business that cannot afford an in-house receptionist, can use this tool for improving customer services
Definition of Virtual Answering Service
It is a service where phone call answering can be outsourced for businesses. It covers a range of services be it as simple as message-taking or basic answering as well as delivering the entire customer service.
The Function of Business Answering Service
A virtual answering service is a tool that is flexible relatively and businesses can tailor it according to their needs. These needs can be straightforward and simple even when it comes to being automated. Some cases might require a dedicated agent as well to carry out a conversation with callers that are guided.
This online or cloud-based service allows picking up the calls directed to one’s number either through third-party operatives or an automated response to handle communication, taking messages or forwarding calls as well as handling the telephone communications.
Here are a few services that are provided by answering services for small businesses as well as large ones.
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IVR
Interactive voice response is a tool for call routing that ensures that without the intervention of a human, the call gets delivered to the concerned human. This system is the cheapest to maintain and implement as no agent is required on behalf of a firm to answer the call.
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Message taking
Message-taking is a service that is very common when it comes to virtual answering services. Here, the call is answered by an agent who takes necessary information including the contact information of the callers, its name, the message, etc.
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Call forwarding
There are times when the messages addressed are not enough for the information needed by the callers and that is when a call forwarding service to the appropriate person is available.
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Appointment scheduling
Some businesses require a client to make an appointment to set meetings. The business answering services get access to the calendar and further set an appointment accordingly.
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Overflow or after hours answering
There are times when there is an overflow of incoming calls and that is when one can sign up for this service.
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FAQ
This advanced service answers a list of “Frequently asked questions” by a business. So instead of forwarding the call and taking messages every time, the agents can answer the FAQ.
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Order management
On behalf of an e-commerce store, agents can assist customers to place orders. They even offer cross-selling services and upselling as well.
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Customer service
Apart from the above features, a business can sign up for full customer service features. It will offer semi-dedicated or dedicated agents to get familiar with one’s industry and business so that they can further assist the callers.
While some businesses just require only one of the above services, there are businesses that require all of it.
Benefits of Virtual Answering Services
There are many advantages of using online answering services. One of them being, providing customer service of high quality.
- Any business that wants professionalism can avoid customer service executives talking rude, colloquial, or in a misinformed manner by opting for this service.
- It is cheaper when compared to live answering and that helps to save a lot.
- Working becomes effective even when the teams are remote. Despite the caller and the agent being in two places, there can be easy communication.
- As this service is automated, the callers do not have to wait long for their turn.
- Times when offices are close due to unavoidable situations like power outages, weather catastrophe, emergency pandemics, etc, this business answering service is active
- There is no need for additional equipment, an existing internet connection and phone are enough.
- All the voicemails and calls can be recorded and stored for future references.
Best Virtual Answering Service 2021
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RingCentral
This cloud-based system offers its service offerings for enterprise clients and small businesses. It offers a phone system for small businesses. It functions as a virtual AI Receptionist, that connects the call to the concerned department through automated options. After a certain point, one can add more features like 24 hours support, additional users, etc. It is 100 integrated applications including Amazon, Microsoft, Okta, Salesforce, etc. The per month rate for individuals starts at USD 20 and goes up to USD 70.
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Abby Connect
This famous answering service provides bilingual receptionists, i.e English and Spanish. Features such as unlimited recordings, voicemail boxes, tunes for customer transfer, voicemail to email, etc. A 14-day free trial is available for new clients. It is expensive when compared to other similar applications but cheaper than live phone calls.
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Pat Live
This service app is very famous and offers a free trial for 14 days as well as several service packages. The packages with the least features include online reporting, call transfers, lead collection, real-time call summary, 24/7 answering service, etc. A dedicated manager for accounts is available in the costliest package with fifteen phone numbers.
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Voice Nation
In the US, VoiceNotion is considered to be one of the best when it comes to virtual answering services. MegaCompanies like delta, Adobe, Dell, Mc Donalds, etc take packages from them, smaller companies can customize as well. Virtual Receptionist in English and Spanish, 24/7 support, order processing, appointment scheduling, etc are popular services available.
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Specialty Answering Service
SAS is one of the best when it comes to outbound and inbound services related to call centers. Bilingual support, appointment scheduling, lead capture, order taking, message taking, live answering, etc are some important features. The base fee is USD 31 for each month and for every extra minute it charges USD 1.19.
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PCMSI
This is the best service and provides services like email management, faxing messages, secure text messages, additional phone lines, appointment settings, patching, voicemail, and pre-operator announcements, help desk, lead capture, order taking, appointment schedulings, call transfers and live to answer. The monthly plan starts at USD 67 and goes to USD 2200.
