Why is the telephone reception as important as the physical reception of its customers?

With the advent of online communication, more and more customers are contacting companies by telephone. In fact, 88% of people who search for local businesses on a mobile device call or visit the business within 24 hours ( Source: Nescafy ). This means that the phone is often the first point of contact between a business and a potential customer. So the ability to handle calls efficiently can make a big difference in how a customer perceives a business.  

Welcoming the customer, yes, but how?  

This may seem like a natural process to you, but a welcome that marks your customer is made up of several small details.  

Customer reception is the action of receiving or treating customers with the aim of pleasing them, satisfying them or gratifying them. Depending on the size of your business, its objectives or its target market, there are different reception systems: 

  • Physical reception : it is more personal, as it involves physically receiving the client and accompanying them to the appropriate member of staff 
  • E-mail reception makes it possible to respond to customer requests by e-mail rather than by telephone. It’s important to be clear and concise when onboarding via email, as customers often have many questions they want answered quickly. 
  • Telephone reception : this consists of answering calls from customers, providing them with assistance and directing them to the appropriate member of staff.  

Today, telephone reception is more important than ever. The telephone receptionist is no longer solely responsible for handling incoming calls. Thanks to new technologies, it is possible to direct calls directly to the right person, without going through a central reception, with sound quality conducive to customer relations.  

Telephone reception, a time saver 

When you invest in a voicemail or answering system, your business can get the most out of every call.  

These tools can be used to handle calls when the receptionist is busy or unavailable . By routing calls correctly to the destination department or agent, you allow other members of your staff to focus on their primary responsibilities.  

Screening calls can be useful for businesses that receive a large number of calls. 

Telephone reception improves your customer relationship  

It is important that your customers have a minimum of information about you, whether you are present in the company … or not. 

With a voice server , you ensure that customers can always reach you when they need it . You also reduce the number of missed calls. Telephone greeting can also help reduce background noise , making it easier for callers to hear each other. 

This efficient handling of calls will thus improve your customer service, by forging a solid relationship of trust. 

Telephone reception: a more professional brand image 

Although digital telephone greeting is not technically mandatory for businesses, it can give them a more professional image.  

This is the first and sometimes the only contact with the company. It is therefore essential to optimize this service.  

When a potential customer calls your company, he forms an opinion of it based on the quality of the telephone reception. And a quality reception is promising with regard to the quality of your products or services, because for the customer you are reliable and efficient. 

This can be important for businesses that rely on telephone sales or customer service, as it can make the customer feel like they are dealing with a larger organization .

A quality telephone service 

A quality telephone reception is necessary for any company that wishes to stand out from its competitors. And today, this involves the use of digital tools such as:  

  • The Call Bot. It is an artificial intelligence (AI) technique, capable of understanding and reacting to natural human language, just like a real person. Its main advantage is that it can save you time and money by answering customer questions for you . 
  • The Virtual Switchboard . It is a relatively new development that has emerged in response to the popularity of VOIP (Voice Over Internet Protocol) technology. Thanks to VOIP, it is possible to carry out telephone exchanges directly on the Internet, without the need for a physical switchboard. 

Whichever option you choose, by investing in a digital telephone greeting system, you are ensuring that you are providing the best possible service to your customers. 

Read also: The advantages of outsourcing your technical support

In conclusion

A good telephone reception is just as important as a good physical reception. Because just as the customer can go elsewhere if he is unwelcome on your premises, he can go to your competitors if there is no one on the line, or in the digital age if you you don’t have a voice server. 

If you want to set up a telephone reception system and improve your customer experience, call on our services. We will ensure that it is made to measure and in your image.

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