When it comes to answering your business calls, you might find that you aren’t always able to answer, whether that’s because you’re on the phone, talking to customers or busy doing another task. If this is the case then outsourcing your receptionist work could help to reduce the pressure on you and your team by saving you valuable time. In this blog we will look at auto-receptionists and IVR to see if they will suit your business needs.
What’s the difference between an auto-receptionist and IVR?
What is an auto-receptionist?
An auto-receptionist is a phone system feature that automatically answers calls and provides a set of options for the caller to choose from, for example, “Press 1 for sales, press 2 for support, or press 3 for billing”.
What is IVR?
IVR (Interactive Voice Response) is a system that allows callers to interact with a computerized voice. Instead of offering simple menu options, IVR can ask more specific questions, route the call to the correct person or department based on the caller’s responses, and even offer self-service options like checking account balances or updating customer information.
What are the advantages of an auto-receptionist?
Auto-receptionists are simple, which is exactly why they work so well for a lot of businesses. Here are some of the main advantages:
- Cost-effective: No need to hire a receptionist to answer calls all day. It’s a one-time setup with minimal ongoing costs.
- Quick and easy: Auto-receptionists get straight to the point. Customers hear a short menu and get routed quickly to the right person or department.
- Available 24/7: You can set it up so that your business never misses a call, even when you’re closed. Perfect for customers in different time zones.
- Looks professional: Even if you’re a small business, having an auto-receptionist can make you look more organized.
What are the disadvantages of an auto-receptionist?
While an auto-receptionist is a great solution, it’s not always right for every business, here are a few of the disadvantages:
- Limited functionality: If you need anything beyond basic call routing (like customer support or self-service options), an auto-receptionist might not be enough.
- Not always personal: Some customers don’t love interacting with machines instead of real people. If your callers need help beyond a simple question, they might feel frustrated.
- Can be confusing: If you have a long list of options or the system isn’t set up well, callers might get lost or frustrated and hang up.
What are the advantages of using IVR?
There are many advantages of using IVR, here are just a few of them:
- Advanced routing: IVR can ask specific questions to better direct your calls. For example, it can ask for account numbers, provide more personalized options, or route callers based on their answers.
- Self-service options: IVR systems can let customers do things like check their account balance, pay a bill, or even cancel an appointment – without talking to anyone!
- Scalable: If your business is growing, IVR is much more flexible than an auto-receptionist. It can handle complex menus and integrate with other systems.
- Customer satisfaction: A well-designed IVR can resolve queries quickly and keep customers happy. Think of it like having a super helpful robot assistant.
What are the disadvantages of using IVR?
IVR isn’t perfect for every situation, here are some cons to consider:
- It can be complicated: Setting up an IVR system is more involved than an auto-receptionist. You’ll need to design the menus, integrate it with your other systems, and manage more complex features.
- Frustrating for some customers: If your IVR menu is long or confusing, it can annoy customers who just want a quick answer. Sometimes, people prefer talking to a human.
- Not as personal: While IVR offers more advanced options, it still doesn’t quite have the warmth and empathy of a real person.
- Expensive: IVR systems typically cost more to set up and maintain, especially if you need a customized solution for your business.
What to consider when using an auto-receptionist or IVR
When deciding between an auto-receptionist, IVR system or a human receptionist there are a few things businesses will need to consider, here are just a few of them:
- Call complexity – If your calls often require personalized attention or additional problem-solving, it could become difficult for an automated system to help and might require a human customer service agent.
- Availability – If you need around-the-clock service then an automated system like an IVR could be beneficial, or if it’s important for your customers to speak to someone at all times of the day then an answering service could be a good option for your business.
- Brand image – For some businesses, having a human agent answer the phone allows them to present a more professional front and protect their brand image by controlling what their employees say on the phone.
- Cost – Automated systems like an auto-receptionist or IVR are a cost-effective alternative to hiring a receptionist so if you’re looking to save on your costs then an auto-receptionist or IVR system is a great solution.
Introducing Moneypenny
If you’re looking for a solution where you don’t need to hire an in-house receptionist or rely on your team answering the phone, then an auto-receptionist or IVR system would be a great choice.
But if you want a more personalized and customized solution then using an answering service can help you maintain professionalism while offering benefits like 24/7 availability, the ability to capture every inquiry, and provide a great customer experience. As the world’s leading answering service, Moneypenny offers the very best people, contact us on 866-766-5050 today!
