On a bitterly frigid January morning, the Nichols family awoke to find its home and thermostat at 38 degrees. Outside, wintry winds had brought the temperature to a dangerous four below. Sally, the mom, immediately ran to her computer and Googled “furnace repair.” After several rings, the phone was answered: The company’s voicemail played and requested her to leave a message. Sally did just that. Then the family waited. Now the home was 33 degrees.
An hour passed with no return call, so Sally again searched Google. She called a second furnace repair shop. This time, she was met with an automated phone system. There were six choices to choose from, then three, then five. Again, she left a message. She tried her best to convey the urgency of the situation to the silent phone. Then family huddled in blankets on the couch and waited for call backs. Nothing. The house grew colder. Desperate, Sally tried again. She called a third repair shop, and this time: success!
“Good morning, you’ve reached Carter Heating and Cooling,” said a warm voice. “I’m John. How can I help you?” Sally responded with joy. Within minutes, arrangements were made for a technician to be at the Nichols’ home to repair the furnace and return crucial heat.
Needless to say, the family was ecstatic. And what accounted for this happy ending? A virtual receptionist. Many area companies hire the virtual receptionist services of Bennett Communication Solutions, a third generation, family owned business that cares about the needs of every customer. During that cold spell, many of the technicians were out servicing homes. They weren’t available to answer their phones, but in these types of situations, companies do not want to miss a single call. They understand that time is of the essence, and people’s safety can be at stake.
Many companies also realize the value a live human voice on the other end of the line - a professionally trained and empathetic receptionist who can immediately meet a customer’s needs. While most situations aren’t life or death, each phone call is nonetheless vitally important to business success. There is no reason any call should go unanswered.
Research shows positive phone interactions are important to business success. When polled, 50% of customers claim to expand purchasing with a company due to positive customer service experiences. Further, 86% say they would pay up to 25% more for good customer service. Some 72-80 percent of people say they hang up when a call goes to voicemail versus a live human being. Yet, 97% of customers will tell others about very good or excellent customer service experiences.
The numbers strongly reveal that positive customer service interactions, including those involving the phone, are a crucial component of business success. Therefore, companies should use the outstanding services of a Bennett Communication Solutions virtual receptionist. When employees are busy or it is after hours, a virtual receptionist is the solution, so that every call is answered in the best possible way. The virtual receptionists at Bennett Communication Solutions are remote receptionists who are available 24/7, and they are experts at customer service. They are diligently trained and can handle any customer need with friendliness, professionalism, empathy, patience, and expertise. Today, more than ever, people appreciate a real person – a trained professional - on the other end of the line. Especially when minutes matter.
Like traditional receptionists, the virtual receptionists at Bennett Communication Solutions will take great care of a company’s communication needs. They handle incoming calls promptly, respond with a customized greeting that shows concern and commitment, and provide solutions for customers. A Bennett Communication Solutions virtual receptionist will answer the phone professionally, listen carefully to the customer, record precise messages and take down critical information, schedule appointments, route calls, supply requested information, and provide the best professional branding for companies. With a virtual receptionist from Bennett Communication Solutions, companies will be in expert hands when they are unable to answer the phones or desire professionals who will give an outstanding first impression.
Additionally, companies can save money when they hire a Bennett Communication Solutions virtual receptionist. Rather than employing an in-house receptionist, companies can hire a virtual receptionist at a much lower cost. The consumer news company Consumer Affairs reveals that virtual receptionists are growing more popular every year because they answer phones 24/7 but also because they cost significantly less than filling the communication need with fulltime employees.
The Nichols’ family knows firsthand the importance of being able to promptly reach a live human being on the phone. One who is concerned, attentive, and helpful, like a Bennett Communication Solutions virtual receptionist who can deliver human interaction to meet customers’ needs. In the end, that’s all customers want: good service from real people – a company that cares.
