Running a small business comes with its own fair share of obstacles. In most cases, budgets are stretched very thin. So you’ve either got a very small team or one or two people trying to juggle it all.
And what sets bigger businesses apart is that they usually already have an established customer base with brand loyalty. For small businesses, every interaction with a potential customer will influence how they view the brand – and if they come back or not in the future.
When a customer calls you, that’s the moment where they begin to form their first impression of your brand. But when you are overloaded with tasks, you can’t always answer the call. And hiring a full-time receptionist probably isn’t in the budget.
This is where small businesses in particular can greatly benefit from using auto-attendants.
What Is An Auto-Attendant?
In a sense, auto-attendants are virtual receptionists who are designed to greet people when they call your business. They will then usually give the caller options depending on their reason for calling and direct them to the right person.
What most people don’t realise is that auto-attendants are actually a standard feature of Voice over Internet Protocol (VoIP) systems. Since VoIP has so many other benefits for small businesses, it’s easier and more affordable to use instead of looking at other auto-attendant options.
The Benefits Of Auto-Attendants For Small Businesses
From adding that extra touch of professionalism to 24/7 availability, auto-attendants have proved to be an indispensable tool for small businesses. Here are some of the other ways in which they can support day-to-day business operations.
Creates A Polished First Impression
First impressions matter, especially in business. Having an auto-attendant greet callers professionally can make your business sound reputable and established, even if you happen to be working out of a coffee shop or shared space.
It’s the first step to building credibility and gives callers peace of mind that the business wants to prioritise them and their needs.
It Saves Both Time And Resources
It’s tricky when you have a team member putting their duties on hold every time the phone rings. It makes it almost impossible to get other tasks done and in the long run, it just isn’t feasible.
An auto-attendant can take over the phone-answering and offer repetitive information like services offered or operating hours. This frees up team members to focus on what they were hired to do.
It’s Available 24/7
A business may have its set working hours but customers want to be able to reach you when they need to, especially if they have a concern. And while it’s not healthy for team members to be responding all hours of the night, an auto-attendant can.
Even if a call comes in at midnight, the auto-attendant can ask them to leave a message. This shows that your business is responsive even if you aren’t physically available at that moment.
Better Customer Experience
There is nothing more frustrating than being put on hold or having to repeat yourself to multiple people. As a new or potential customer, it can be off-putting almost immediately.
The goal of an auto-attendant is to direct the caller to where they need to be as quickly as possible to avoid any delays or miscommunication. For the caller, this enhances their overall experience with the business.
It’s Completely Customisable
An auto-attendant can be set up to reflect your brand, whether it’s through a personalised greeting message or to share company updates and milestones.
It takes personalisation to a whole new level and makes it sound less like a robot answering the phone. Instead, it becomes an extension of your business and brand.
It’s More Affordable
Since auto-attendants are already included in VoIP packages, you don’t need to invest in a full-time receptionist or work with a costly call centre. Essentially, you still get the professional call handling but without paying a fortune for it.
Auto-attendants bring so much value through professionalism and efficiency that the return on investment for you as a business owner is huge.
It’s Scalable To Support Your Business
It’s natural for your company’s communication needs to grow and change over time. Fortunately, auto-attendants are designed to accommodate that. You can add new extensions and team members without needing to outlay more money or change your setup.
Given the nature of their flexibility, auto-attendants are built for the long-term to grow alongside your business.
The Same Consistency All The Time
If you have multiple team members answering the phone every time, each caller will hear something different. They may forget some information or there could be background noise which would affect the quality of the call.
But with auto-attendant, every caller is greeted the same way with the same offerings and no distractions. This makes your business come across as highly organised even if you don’t always feel that way!
