Office voicemail greetings

Wondering what to say on your voicemail? Afraid you’re losing customers because they just hang up? Ruby is here to help!

Great customer experience companies pay attention to detail. For example, Apple takes pains to ensure the inner workings of their products are as well-designed as the exterior. Companies are often distinguished by their focus on the parts unseen, and understanding how they are a key driver in their success.

Your customer’s experience starts with the first call they make to your business. Everything you say—from a simple greeting to how your personalize your voicemail—is an opportunity to make a personal connection. While Ruby handles the initial customer contact, a well put together voicemail greeting can enhance customer interactions. With Ruby, we have a number of ways you can personalize your voicemail greetings to continue your caller’s positive experience and communicate information.

Daytime office voicemail greeting:

The Daytime greeting plays during your company’s answer hours—the times when our receptionists are receiving and routing your calls. As a reminder, you have the option of customizing your answer schedule hours with our Client Happiness team, or you can use Ruby’s open hours (Monday-Friday, 5:00am-6:00pm Pacific).

It’s important to remember when crafting this greeting that the caller has already interacted with Ruby. When you personalize your voicemail, convey the same warmth and friendliness as our receptionists, but avoid repeating information. For example:

“Hello! You’ve reached the voicemail for _______. Please leave a detailed message after the tone and I will return your call as soon as possible. Thank you!”

Simple words like “Hello”, “Please”, and “Thank you!” help relieve some of the anxiety callers may have when leaving a message. Avoid jumping right into instructions, as well as phrases like “Your call is important to us”, which can feel inauthentic and cold.

Using one general voicemail box for everyone in the company? Here’s an easy modification:

“Hello! You’ve reached the general office voicemail for ___ (company name). Please leave a detailed message after the tone and a member our team will return your call as soon as possible. Thank you!”

Afterhours Voicemail Greetings:

Afterhours greetings play outside of your company’s answer hours. As with the Daytime hours, if there are no special answer schedules, your Afterhours are based on when Ruby is closed. Unlike the Daytime greeting, a caller will not have spoken with one of our receptionists, so it is a good idea to provide additional information about your business, If you choose to personalize your voicemail, you might for instance let them know when you will be available to respond. For example:

“Hello and thank you for calling _____ (company name). We’re sorry we missed you! Our regular hours are 9:00am-5:00pm, Monday through Friday. Please leave a message and we’ll look forward to returning your call as soon as possible. If you have a general question, you’re also welcome to visit our website at www.CompanyName.com. Thank you!”


The Virtual Receptionist Guide

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What if I need to provide callers with special instructions?

Your business may be required to provide additional instructions to protect your callers. When you personalize your voicemail, make sure these instructions fall at the end of your greeting, so they are fresh in the caller’s mind when they begin their message. For example:

Medical Office: “Hello! You’ve reached the voicemail for _____. Please leave a detailed message after the tone and I will return your call as soon as possible. If you are experiencing a medical emergency, please hang up and dial 911.”

Financial Firm: “Hello! You’ve reached the voicemail for _____. Please leave a detailed message after the tone and I will return your call as soon as possible. Please do not leave orders to buy or sell securities on this voicemail, as they will not be executed. Thank you!”

How to personalize your voicemail greeting.

Ruby clients can use the Ruby mobile app (available for iPhone and Android devices) or our mobile-friendly Member Services site to record a customized voicemail at any time. Additionally, you can also contact our Client Happiness department if you have an existing .wav file you’d like to use to personalize your voicemail. To update your greeting:

  1. Login to Member Services through your mobile app or online at www.callruby.com.
  2. Under “Account”, select “Voicemail Greetings”
    Voicemail greetings
  3. You will see a list of current greetings. Click on the greeting you’d like to change.
  4. Select “play” to hear your current message, or “Change” to record a new greeting
    Change Voicemail
  5. On the “Change” screen, click “Record’ to begin your greeting. Click “preview” to review your updated greeting.
    Record voicemail
  6. Once you are satisfied with your greeting, click “Save.”

You can go back at any time to return to your default message.

Give your customers a great experience from start to finish. Check out our posts “How To Craft an Impressive Voicemail Greeting” and “Set Your Company Apart With a Great Telephone Greeting” for additional suggestions on how to personalize your voicemail with style. Of course, if you have any questions feel free to contact our Client Happiness department anytime.

Reach us at hello@callruby.com or call 866-611-7829!

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When Bobby Fry opened his restaurant in 2010, he followed the traditional wage model, counting tips as part of total staff compensation. Dating back to Prohibition, this practice is one of the primary factors behind the high rate of turnover for the restaurant industry. Many restaurant owners argue that replacing this model would require an increase in food prices and ultimately drive customers away, but Fry bucked tradition and began paying his employees a base salary in 2014.

Though Fry has had to increase some menu prices, the shift has enabled him to carry more complicated, but higher return, items due to his experienced staff sticking around. As a result, his revenues have grown by 40% over the past year. Fry is also offering talent development programs and avenues for advancement—further incentive for his employees to remain for the long haul. As Fry states in his interview with Business Insider:

“Some people ask me how I can take a risk like this. But I believe there’s more risk in failing to give opportunities to the team that got us here.”

Four Ideas For Your Business
As a small business owner, you don’t have the luxury of providing higher pay, or amazing benefits. Yet, your small business status provides a great deal of opportunities larger companies don’t have, including a more personal connection with members of your staff. You don’t need a large budget or a change in benefits to make an impact, just a willingness to shake things up. Here are a few ideas to get you started!

One-on-Ones with Leadership
Face-to-face time with the CEO is a simple way to show employees you value their input, and expresses a desire to get to know them as a person. Use your one-on-one time for informal mentoring, as well as a chance to discuss the employee’s goals within the company.

Craft a Position to their Passions
In larger companies, employees follow a hierarchical career path set to a specific time table. As the roles and responsibilities have already been set, employees are forced to mold their interests and skills to the role, instead of the role taking into account their strengths and passions.

Offer employees the opportunity to redefine their role, or even create a new position, based on their passion or a need they see within the company. Employees who are actively involved in their own growth are more likely to fill gaps in the business and better serve your customers. You’ll also avoid spending budget on contractors or freelancers who aren’t as familiar with your company.

Shadowing
A shadowing program is another opportunity to match employee passions to roles, particularly if your business has a more formalized structure. At Ruby, the majority of our staff begin their tenure as receptionists, but have the opportunity to shadow other departments to determine what areas of the business they are interested in pursuing in the future. Employees are free to choose what is most exciting to them, and are more invested in learning and growing in that position as a result.

Take Time Out For Learning
We understand time is money when you’re running a small business. It’s tough to take all your staff off their duties for even a single hour—which is why it is even more important to make the effort. This could be as simple as offering a “Lunch & Learn” style meeting once a month on a topic employees have expressed interest in, or an employee “Show & Tell” where different departments discuss what they’re working on. Show them you’re willing to make the sacrifice in the name of education and growth, and they will stick around to see what else they can learn.

Don’t settle for “that’s the way it’s always been done.” As Fry found, disrupting the status quo and choosing to focus on your staff’s development can result in happier employees…and a healthy bottom line.

Looking for more tips on recruiting and retaining employees? Read more about how Ruby does it with “How To Find Lifelong Employees” and “To WOW Your Clients, WOW Your New Employees First.”

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Even the greatest customer service representative will have a tough call from time to time. Perhaps you weren’t able to solve the customer’s issue, or the caller was anxious about an unrelated event—whatever the reason, you complete the call feeling a bit down. When this occurs, it’s important to bounce back fast, so you can make sure to deliver top-notch service to your next caller.

Did you know the physical reaction we experience when we feel frustrated or sad only lasts 90 seconds? Beyond that time, your body is free to turn its attention elsewhere. This means you have the power to turn your mood around quickly, but you have to make a conscious effort to do so. Here are three simple ways you can “shake off” the tough call hum-drums and get back to your friendly, upbeat self!

1. Play the Glad Game

Ruby Stephanie Schnur has previously shared this game as her go-to strategy for getting her day back on track. The goal of the “Glad Game” is to help you focus on the positives of a situation, instead of the negatives. For example, if a customer complains to your manager, be glad you can use the conversation to grow and improve, avoiding future issues. Making “glad statements” can instantly shift your mood and remind you things aren’t as bad as they seem.

2. Ask Others for Help

If you’re still feeling blue, seek out others who can help, such as a coworker or manager. Not only can they provide a listening ear, but also role-play a similar scenario and create a plan to ensure you feel confident returning to your calls. Plus, verbalizing your experience to others allows you to reflect on your own reaction and thought process. Be sure to keep your language positive! Complaining without working toward a resolution will only keep you in a foul mood.

3. Don’t Take It Personally

Everyone has bad days now and then, and this includes your customers. Cars break down, projects get delayed, kids fight—a number of factors unrelated to your call can result in a customer blowing off steam. Instead of concentrating on the behavior, focus on the person on the other end of the line. While on the call, empathize with the customer and lend a listening ear. For most callers having a bad day, they simply want to feel heard. If they are still frustrated upon hanging up, however, recognize you did your best and move on.

Remember, the psychical reaction accompanying an emotion only lasts 90 seconds. After that, it’s up to you to shake it off and get back to creating a WOW experience for each and every caller!

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Photo by Minkmade Photography
Photo by Minkmade Photography

Howdy and hello! I’m Katie Hurst, the new Brand Evangelist here at Ruby Receptionists. I’m delighted to join the Ruby team, as the company has been on my radar since moving to Portland nearly two years ago. At the time, I was working for a website development firm in town that used Ruby for all our client calls. The positive attitude and friendly demeanor with which each Ruby handled our calls left a strong impression—so much so I knew this was a company I had to work for.

Prior to moving to Portland, I had the pleasure of running a network of nonprofit collaborative workspaces dedicated to helping entrepreneurs grow their businesses. It was amazing to see folks sharing their challenges and successes with the community, as well as eagerly absorbing all the tools and tips we could publish. It was in this role I discovered my passion for building community, as well as creating and curating resources that help others succeed.

Ruby is equally passionate about easing the burden on small business owners through not only our service, but through our blog and social networks as well. This is what I look forward to most in my role as Brand Evangelist—expanding our resource library with tips on communication, customer service, building a company culture—everything a small business needs to succeed. Great resources should solve a problem, whether that is answering a question, sharing best practices, or making it easier to reach a goal. This philosophy has guided my writing and outreach over the past 10 years, and one I feel fits in well with Ruby’s core values.

snowshowingIn addition to helping small businesses through informative and fun resources, I also enjoy geeking out on obscure movie trivia (did you know The Imitation Game was the top unproduced screenplay of 2011?), skipping through the halls (because who doesn’t?), and creating failed versions of Pinterest projects.

Each and every day our receptionist have the pleasure of making your life just a bit easier, and I’m pumped to find more tools, resources, and best practices to assist even further! I welcome your ideas, so please feel free to reach out with your thoughts.

If you’re wondering, “But where did the other Katie go?!”—fret not, Katie Wilson’s still in the house! She’s just transitioned into a new role—an entirely new department, in fact. Katie’s now one of our Ruby Experience Leads, ensuring that employees, callers, and clients alike receive world-class experiences. In addition to writing for the blog, she’s currently helping beef up Ruby University, our thorough and ongoing training program. With her at the helm, we know our employees will have all the right tools to continue making wow-worthy connections!

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In a world where technology allows us to be connected to anyone at any time, it’s tempting to be constantly available to our family, friends, and social networks. It can be quite the balancing act! You already know Ruby is here for you 13 hours a day, 5 days a week, but we can also help you make connections and manage your calls when our receptionists go home. Using our after-hours options, such as voicemail or call-fowarding, you can find your ideal balance between being available to clients, and getting some well-deserved downtime.

  • Ruby voicemail: After-hours, Ruby has the ability to connect calls to a voicemail box we’ve created solely for your company. A typical greeting sounds like this: “Thank you for calling ___. You’ve reached us after-hours. Please leave a detailed message at the tone and we will return your call as soon as possible.” Callers’ voice messages are then immediately delivered to your email inbox as .wav files. You’ll be instantly caught up on messages and able to return urgent calls right away!
  • Forwarding to another number: If you’d rather callers reach you live after-hours, Ruby is able to connect calls directly to your cell phone or whichever number you’d prefer. You’ll have the ability to field calls and allow callers to go to that phone number’s voicemail system if you’re unavailable.
  • Auto-attendants: Do you have multiple folks in your company? How about the desire to take only urgent calls live outside of business hours? This may be the perfect option for you! Ruby can provide an auto-attendant for after-hours calls that allows for callers to be connected to any combination of Ruby voicemails and outside phone numbers. A common option sounds something like this: “Thank you for calling ___. If this is urgent, please press 1 to be connected to a representative. Otherwise, please stay on the line to leave a message.” Alternatively, callers can press a number based on which staff member they’d like to either be connected to or leave a message for.

With these options, Ruby will always have your back! You’re welcome to reach out to us at 866-611-7829 or hello@ruby.com. We are here for you and happy to help!

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confetti
Photo by Kim Bost

This certainly has been a big week here at Ruby! On Monday we announced Updata Partners had made a $38.8 million investment in our company, having been impressed with our growth and unique company culture. On the heels of that announcement, we’re also delighted to share we have been named to the Oregon Business magazine’s 100 Best Companies list for the sixth year in a row!

While these two achievements may seem very different in nature, they are in fact closely linked. Our company strives to create a collaborative and fun workplace for our employees, which in turn fosters a great client experience and helps our company grow!

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Updata Partners acquires a majority share of the receptionist services company for $38.8 million with co-investment from StepStone Group. The investment will be used to continue to accelerate, evolve and expand Ruby’s proprietary software and highly personalized service offering for small businesses.

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Mercedes and Sara-Lee

Investing in the rapid growth of Ruby Receptionists, the voice of small businesses across the nation, Updata Partners has acquired a majority share of the receptionist services company for $38.8 million with co-investment from StepStone Group. Supporting our dramatic success, Ruby has doubled our revenue and staff over the past two years, delivering live virtual receptionist services to thousands of small businesses throughout North America. We will leverage the investment to continue to accelerate, evolve and expand our proprietary software and highly personalized service offering for small businesses.

“From our personalized services to award-winning culture, the team at Updata understands what makes Ruby so unique and successful,” said Jill Nelson, Ruby’s Founder and CEO. “They have an impressive track record of helping technology companies innovate and grow, and we’re excited to bring their wealth of experience to Ruby as we continue to evolve our world-class service for our clients and their customers.”

Founded in 2003, Ruby is the ambassador of first impressions for small businesses throughout North America, leveraging proprietary software to empower our staff to create meaningful connections with every call. With two offices in the Portland area, we are dedicated to creating a positive, empowering workplace that enables our staff to succeed from our paid “Five at Five Sabbaticals” and WOW Station to our in-house fitness programs. We’ve gained national recognition for our culture as a top three Best Small Company to Work for in the U.S. for three years running as featured in FORTUNE Magazine and were recognized for our success by the Portland Business Journal as one of Oregon’s fastest growing companies for the past seven years.

“In a world where customer service is becoming automated and impersonal, Ruby brings a high-touch, personal solution that gives small businesses a competitive edge,” said Jon Seeber, partner at Updata Partners. “Ruby is run by a world class executive team with proven growth and performance for over a decade, and Updata looks forward to offering additional firepower to help Ruby innovate and expand even faster.”

“We focus on high-growth technology companies with proven success and are thrilled to be investing in Ruby Receptionists, building on more than a decade of financial performance,” said Carter Griffin, partner at Updata Partners. “Serving the largest segment of the U.S. economy, Ruby uniquely leverages custom technology to deliver a personalized, seamless experience for small businesses and their customers.”

“Contrary to popular belief, inbound calls are the most valuable lead source for small businesses, and Ruby Receptionists provides a reliable, cost-effective solution by seamlessly answering inbound calls and ensuring prospects have the best possible experiences,” said John Coelho, partner at StepStone Group. “Ruby’s remarkable culture and commitment to customer service is truly best-in-class, and StepStone is pleased to support Ruby in its next phase of growth.”

Updata and StepStone will offer strategic counsel from the board level, delivering expertise and access to new technologies to support Ruby’s evolution and continued growth. We’re happy to continue making an impact in our community and creating meaningful connections with every call—and we’re thrilled that these additional resources will open up new avenues to deliver exceptional client experiences!

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What is a remote receptionist

A remote receptionist (or virtual receptionist) is like your in-house receptionist, they perform many of the same tasks, but they work remotely. They handle incoming calls, take messages, transfer calls, make outgoing calls, and more!

They serve to solve the issues facing small businesses everywhere. For small businesses, initial success and subsequent growth in customer management can mean an ever-growing number of calls, more than can be personally handled. Remote receptionists can help ease the burden of handling these client calls, so you can focus on serving customers and growing your business.

What are the benefits of remote receptionists?

Studies have shown that despite improvements in customer service technology, customers still prefer to connect with a human being. Remote receptionists can still bring a personal touch to your calls, providing a friendly, professional person who sounds like they’re sitting in your office. Your callers get the attention they deserve and you save on having to hire a full-time employee. 

There are a number of direct benefits that come from hiring a remote receptionist:

  • Remote receptionists can respond to customers outside of business hours. Rather than allowing potential sales opportunities go to voicemail, leverage the flexibility virtual receptionist services provide.
  • Remote receptionists can help businesses save money. With remote receptionists, business owners only have to pay for time spent directly on the call. Training and employment overhead required for in-house receptionists is avoided entirely, a cost-savings that can be invaluable when growing a business.
  • Remote receptionists can manage callers when you’re too busy to talk. A remote receptionist can engage with prospects, handle customer issues and inquiries, and collect critical information when you’re otherwise preoccupied.
  • Remote receptionists can improve customer satisfaction rates. Human connections increase customer loyalty, and surveys show that live receptionists can have a large impact on customer loyalty and retention.

How do remote receptionist services work?

  1. Customers and new clients call your business number
  2. The call is forwarded to the line of a remote receptionist
  3. They answer the call promptly with a customized greeting
  4. After determining the needs of the customer, they either resolve the issue directly or forward the call to an employee or take a message.

Remote receptionist services with Ruby

Want to learn more? Download our Ultimate Guide to Virtual Receptionists to learn the ins and outs of Ruby’s receptionists!

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Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the canceled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner. Some restrictions may apply.