What Is An Automated Answering Service

Automated Answering Service

An automated answering service, also known as IVR systems, can be pretty cool for small businesses. They use computers to answer calls and guide callers through a bunch of pre-recorded prompts. This means callers can get information or complete tasks without talking to a human.

Automated Answering Service For Small Business

At a high level, an automated answering service for small business works by intercepting incoming calls to your small business and presenting the caller with a series of options to choose from using touch-tone or speech recognition technology. These options may include things like checking business hours, placing an order, scheduling an appointment, or speaking with a customer service representative. The system then uses pre-recorded messages or text-to-speech technology to guide the caller through the appropriate prompts and provide the requested information.

To set up an automated answering service for a small business, there are a few things to do. First, pick a provider who offers the features and pricing that work for the business. Then, create the prompts the system will use to guide callers through the options. This means recording a bunch of messages and deciding on the options to present to callers. Finally, set up the phone system to route calls to the automated answering service.

Automated Phone Answering Service

One of the key benefits of using an automated phone answering service for small businesses is that it can help to improve efficiency and reduce costs. By automating many of the tasks typically handled by human operators (such as answering basic questions or routing calls), businesses can free up their employees to focus on more complex or high-value tasks. Additionally, because these systems are available 24/7, they can help to ensure that callers are able to get the information they need even outside of normal business hours.

Another benefit of using an automated answering service is that it can help to improve the customer experience. By presenting callers with a series of clear and easy-to-follow prompts, businesses can help to ensure that they are able to quickly get the information or assistance they need. Additionally, because these systems are able to handle a large volume of calls simultaneously, they can help to reduce wait times and improve overall call handling times.

Maybe A Hybrid Approach Is Better

But, there are some downsides too. If the prompts are confusing or difficult to use, callers might get frustrated and go somewhere else for help. Plus, if the system can’t handle more complex requests or doesn’t meet callers’ needs, they might be unhappy with the service. This is why in many situations a hybrid approach is good whereby you combine an IVR system with a live answering service, ie, the automated system takes the customer part of the way whilst the live answering service gives them more focused service.

All in all, automated answering services can be a really helpful tool for small businesses. They take care of basic stuff so employees don’t have to, and they can help callers get the info they need quickly and easily.

Talk To Us For Answering Service Solutions

Not sure what the best approach to your answering service problem is? Why not give Virtual Headquarters a call and we can talk you through some of your options, whether it be a custom built IVR system, a live answering service or a hybrid solution.