Have you ever dialed a company only to be lost in a complicated auto-attendant? Or felt surprised because you’ve reached a real human being rather than a machine? In an era where technology can accomplish more than our grandparents could have imagined, human interaction has taken a back seat in the customer service world.
While callers may have grown accustomed to leaving their messages in the void of a voicemail box, it certainly doesn’t mean they feel helped or cared for.
You might be wondering how a virtual receptionist service like Ruby can positively impact your business. Our goal is to deliver world-class customer experiences, and part of that means our receptionists answer every call live. No need to fret about callers going straight to your voicemail—Ruby has you covered!
Here are just a few ways Ruby can work with your business:
“OEN’s Tom Holce Entrepreneur Awards celebrates our region’s risk takers and history makers,” said Chris Elsenbach, the chair of this year’s awards. That description fits our CEO Jill Nelson to a T, and we’re thrilled that she’s among four finalists for this year’s Entrepreneurial Achievement Award.
It was eleven short years ago that Jill cashed out a small retirement account and set up shop in Ruby’s first office, which also happened to double as her kitchen table. Now, Ruby has two Class-A office spaces, a die-hard client base, and a passionate crew of employees who make a difference in thousands of callers’ days. Jill has become a thought leader on customer experience and has presented at Mercedes-Benz, the Great Place to Work Conference, and at Digital Women’s Day in Paris. She’s also given back to the business community, mentoring local entrepreneurs and serving as Finance Chair for the Portland chapter of Entrepreneur’s Organization.
Verifying the spelling of caller information may be tempting in terms of precision in call screening, but is it worth sacrificing a tone of friendliness and familiarity? Consider the following two very different scenarios. Let’s say you’re a regular customer of a business, and each time you call to place an order or talk to customer service you reach someone new. Before they’ll help you, you’re asked for all your information, spelling verified and confirmed. Now, instead, consider how you’d feel if they said, “Hi, Molly! How is your day going?” The first exchange is liable to make one feel like a database entry, while the second would instill a sense of real, personal connection and familiarity. The best part is that the person who answers your call doesn’t actually need to know who you are to create that experience.
Today’s guest post comes from Receptionist Leathia M.!
As a virtual receptionist, I speak with hundreds of people every day. Since my interactions are over the phone, I rely solely on verbal cues to help me leave each caller with a positive experience. So how do I decide when to take it to the next level and create a personal connection?
One of the first skills we teach our virtual receptionists is how to guide callers with questions. It’s a super-simple habit to add to your repertoire, and it can help you reach your customer experience goals in just about any situation. Interested? Here are four ways to give guiding a test drive:
We received a wonderful comment from blog reader Samantha requesting a bit of advice. Says Samantha, “I’m the nicest person, but sometimes my choice of words makes me seem rude or in a hurry.” We’re so glad you found our blog, Samantha! Learning how to make the best impression over the phone is an important skill, and thankfully it’s an easy one to master with the right tools. In honor of Samantha’s question, today’s post includes some of our favorite must-have habits for WOWing callers.
This year marks Ruby’s seventh year on the Fastest Growing Companies in Oregon list! But did you know that a few years ago, we deliberately tried not to grow as a company? What happened next changed the way we thought about Ruby — and the way we thought about growth itself.