How a Virtual Receptionist Can Increase Marketing ROI

Peyton Duplechien • 08 Jul 2019 • 4 min read

You’ve put a lot of time and money into creating a small business. From initial startup costs and in-depth business planning to marketing your products and services, it’s important that you see a positive return on investment (ROI) on your efforts. 
Although partnering with a virtual receptionist service can be a powerful solution to streamline your business calls and customer interactions, partnering with an award-winning, affordable 24/7 virtual receptionist service like VoiceNation is a proven effective way to increase your ROI.
In an effort to increase ROI, you may invest money in the wrong places or hire the wrong staff. Mistakes like this can end up costing your company a small fortune and do nothing to drive positive ROI, so it’s important to understand what to invest and where to invest it in order to see marked company growth.
Think about this: You can invest all the money in the world in advertising, a good website and creating a great product.

74% of callers are likely to choose another business after they have a bad experience.

If your customers have poor customer service experiences, you will inevitably lose them and could potentially lose future business to negative reviews and word-of-mouth marketing.

How Can a 24/7 Virtual Receptionist Increase ROI?

First, it’s important to understand that not all answering services are 24/7. Your customers need support at all times of the day, not just during business hours. If you want to see the most positive ROI, it is crucial that you choose a 24/7 service. 
Provide Human Interaction. Empathy is one of the most important aspects of providing excellent customer service. When someone calls your business, they expect their call to be important to you. They want someone to listen to them and validate the importance of their call and their business.

73% of customers who have had a bad customer service experience claimed it was due to rude staff.

With a professional virtual receptionist service like ours, your callers will never be mistreated or experience “rudeness” from our expertly trained operators.
Reduce Hiring Costs. The average salary of an in-house receptionist in 2019 is $32k/year. With a virtual receptionist service, you’ll get a whole team of highly-trained, best in class operators who answer calls any time, day or night, including weekends and holidays. 
The investment you’ll put forth in hiring an in-house receptionist goes way beyond their salary. Outsourcing your business calls to a professional 24/7 virtual receptionist service like ours can eliminate the following hiring expenses, on top of annual salary:

  • Writing and placing hiring ads
  • Interviewing costs
  • Healthcare insurance
  • 401k
  • Paid days off
  • Training
  • Taxes
  • Equipment (headset, telephones, computer)
  • Cost of paper products (notepads, pens, printer paper, etc.)
  • Uniforms (where applicable)
  • Travel costs (conferences, training, etc.)

Unlike many other answering services, we invest more in our training and quality assurance programs than our competitors, since we have found that investment supports our positive ROI more than anything else. We are simply unmatched in our call quality, professional engagement, and level of support we can offer to our clients and their customers, across the board.
Increase Sales Leads and Conversions. When you partner with a 24/7 live answering service, you’ll be sure that all inbound calls are being touched by a human being, anytime day or night. Making sure that calls are answered 24/7 means your business will likely get more sales and conversions, especially when operators can answer general questions about your business, provide basic customer support and place orders for customers over the phone. 
Increase Productivity. As a small business owner, you already have enough on your plate. Answering phone calls should not be one of your daily tasks. With the huge increase of spam and robocalls, you’re likely to spend more time dealing with calls of no value or importance to your business. A virtual receptionist service for your small business is trained to handle those calls efficiently so they don’t cut into valuable operator time. 
Track Marketing Calls. When you spend the money to launch expensive Google and social media ad campaigns, you need to make sure your business can handle an increase in call volume. When your advertising is effective, your phones are going to light up – and you need to be able to answer all those calls to validate your ad spend. A live virtual receptionist service like VoiceNation will ensure that none of your calls go unanswered, seizing all opportunities for leads, conversions and potential growth.
Maximize PPC and Ad Spend. A virtual receptionist service can provide your company with multiple phone numbers, making it easier to track your PPC and advertising efforts using different phone numbers. Measure the effectiveness of your ad campaigns by tracking the call volume and number of leads. We offer a mobile app and online dashboard where you can easily view and generate call reports and analytics to better understand and harness your marketing efforts.
Retain More Customers. Acquiring a new customer can cost five times more than retaining an existing customer. When you provide current customers with the professional support they demand, you’ll be more likely to have loyal customers that stay with you for years. Increasing customer retention by 5% can increase profits from 25-95%.

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