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What is a small business answering service?
A small business answering service is a professional solution designed to handle customer calls on behalf of your business. Whether it’s a friendly voice greeting your clients or someone helping with appointment scheduling, answering services make sure that no call goes unanswered. If you’re a small business with a lot on your plate, these services act as a reliable extension of your team so you are cool, calm, and collected—even during peak hours.
At Ruby, we take this concept to the next level. Our live virtual receptionists are like an extra set of hands (and a friendly voice) for your team, bringing your business’s personality to life with every call. We get it—a small company shines when customer connections are personal and memorable. That’s why we’re all about delivering service that helps you stand out and keep customers coming back. With Ruby’s virtual receptionists, every call is answered by a professional so you can focus on growing your business.
Key features of a small business answering service
Live call answering and forwarding
Message-taking
Appointment scheduling
Customer intake
Running a small business can be complicated and frustrating, but it doesn’t have to be. A great answering service can seriously save the day. From answering every call to keeping your schedule in check and capturing new client details, these services handle tedious tasks so you can focus on what you do best. So, let’s check out the key features that keep your small business running smoothly and your customers hanging up the phone with a smile.
Live call answering and forwarding
No more missed opportunities or awkward voicemails—with call answering and forwarding every call gets picked up. Whether it’s answering questions, taking messages, or directing calls to the right person, call answering and forwarding keep things running smoothly. Plus, it’s a lifesaver when you’re juggling a million tasks or just need a break. Your customers stay happy, and you stay sane—it’s a win-win!
At Ruby, we answer your calls with a personal touch, making your customers feel like VIPs. And, of course, you’re always in charge. Calls can be seamlessly forwarded to you or your team anytime, keeping you in the loop on what matters most. Whether it’s a quick redirect, a tricky problem, or something urgent, our professional virtual receptionists handle each interaction with professional attention, delivering the exceptional service your customers deserve.
Message-taking
This is about more than just jotting down notes—message-taking is a way for every customer inquiry to be captured and passed along to you without a hitch. It’s a simple way to build a great business while making sure no new clients or opportunities slip through the cracks. Whether it’s a loyal customer needing support, a new lead with questions, or someone scheduling an appointment, every message is handled with precision.
Our Ruby virtual receptionists take the time to accurately record customer questions, including key details that matter most to your business. From names and contact information to the specifics of the request, every message is handled as if it were our own. What sets us apart is our commitment to keeping you informed in real time. Once a message is taken, it’s promptly delivered to you through your preferred method—whether via email, text, or the Ruby app. This way you’re always in the loop and able to respond whenever you want.
Appointment scheduling
From setting up consultations to managing schedules, answering services can coordinate appointments seamlessly, saving you a significant amount of time (and headache). Need to adjust availability or squeeze in a last-minute call? No problem. With seamless coordination, your customers will love how easy it is to book with you—no more back-and-forth emails.
By seamlessly managing your calendar, Ruby keeps your schedule organized and never double-booked. Whether it’s confirming a meetup at the local coffee shop or coordinating follow-ups with new customers, our receptionists will expertly handle every detail. What makes Ruby unique is our ability to integrate with popular scheduling tools like Calendly and other appointment platforms, so everything is streamlined and stress-free. Need to adjust availability or block out time for a last-minute meeting? Ruby works in real time to keep your calendar updated, so you’re never caught off guard.
Customer intake
How do you tell someone you forgot their name? Thankfully, there is a way to avoid this awkward moment altogether. Customer intake is the process of gathering essential information from your customers, setting the stage for a smooth and personalized experience. We’re not just talking about getting their name, but also contact info, specific needs or requests, and any personal notes to remember. This way, you’ll not only remember their name when you follow up with them—you’ll remember it’s their birthday coming up. Those little personal touches are everything.
Our customer intake services are designed to make the onboarding process smooth and stress-free. From the very first phone interaction, our friendly virtual receptionists gather all the important info from new clients, making them feel valued and saving you time. Ruby’s intake process is precise and completely customized to your business needs, so every new customer interaction feels like it was handled directly by your team.
Why do small businesses need an answering service?
Live answering services can be a game-changer for small businesses looking to enhance customer experience, increase retention, and save money in the long run. Statistics show that 88% of customers say the experience a company provides is as important as its product or services. And, 75% of customers say they have recommended a company based on excellent customer service. With a personalized and professional live answering service, your customers get the kind of quality attention that builds loyalty and trust.
“Outsourcing call handling has been a game-changer for us at Edstellar. By leveraging external experts, we’ve achieved a 40% reduction in response times, ensuring that customer queries are addressed more promptly. This shift has directly contributed to a 25% improvement in customer satisfaction scores.”
– Arvind Rongala
CEO, Edstellar
From improving customer retention to saving you money and scaling with your growth, a call answering service is a great way to boost your business, without the extra stress. Sounds nice, right? Let’s check out how an answering service can take your small business to the next level.
1. Stand out.
You know that one coffee shop you don’t go to anymore because the barista was rude to you once? It just goes to show how customer service can make or break a company. With so many options in the market, the deciding factor could come down to how you make your client feel.
Do they feel valued and unique? Or do they feel like a walking dollar sign? You can stand out from the competition by providing amazing customer service that people will remember. For solo entrepreneurs or small business teams, having this level of personal interaction can give you a leg up on the larger competitors.
2. Improve customer retention.
Most customers won’t call back after getting voicemail, which means lost opportunities (and money). Every call is answered promptly with an answering service—helping you get more leads, retain existing customers, and increase the likelihood of repeat business.
3. Save money.
If you’re on a tight budget, hiring a full-time receptionist is probably not the best move. But here’s the good news—an answering service gives you the same level of support, without the hefty price tag! You get professional call handling, appointment scheduling, and customer service at a fraction of the cost of hiring a full-time employee. Instead of shelling out for salaries, benefits, and training, an answering service lets you allocate your resources toward things like marketing, product development, swag bags (because why not), or expanding your team.
4. Scale your business.
As your small business grows (yay!), so will your call volume. An answering service can scale alongside you, handling increased customer inquiries without hiring additional staff, and spending even more money on training and salaries. This flexibility helps your small business grow without compromising the quality of your customer interactions.
5. Get more efficient.
By freeing up valuable time and resources, live answering services can seriously increase the efficiency of your small business. Services like appointment scheduling, customer intake, and message taking, allow you to focus on higher-priority tasks. With everything organized and managed, you’ll save time, reduce stress, and stay on top of your game!
Options for small business answering services
Answering services are the secret weapon for small businesses looking to make a BIG impression. Whether you’re trying to elevate customer service, manage high call volumes, or simply streamline your business operations, choosing the right answering service can set you up for success. Let’s break down the pros and cons of live answering services, automated systems, and hybrid solutions to help you make the best choice for your business.
Live answering services
Live answering services offer real human receptionists who handle calls with warmth, professionalism, and a personal touch. This is the best pick for small businesses that thrive on building strong, personal relationships with clients and customers.
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Automated answering systems
Automated answering systems leverage technology like voice recognition and pre-set menus to handle basic customer interactions. These solutions work if you can’t afford a live answering service but have a high call volume.
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Hybrid solutions
Hybrid solutions blend the best of live answering and automated systems, providing a balanced approach that maximizes productivity without sacrificing personalization. This works well for small businesses that receive a wide range of inquiries—some very basic and easy to answer or others that need more attention.
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Is there an AI answering service?
With AI-everything these days, there most definitely are AI answering services. AI tools can handle your business calls around the clock, take messages, and even schedule appointments—all without requiring constant attention from you. So, what are the pros and cons of an AI answering service?
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Features to look for in a small business answering service
Choosing the right answering service for your small business means prioritizing features that enhance customer experiences and support your company’s operational needs. Here are the features you should keep an eye out for.
24/7 availability
Round-the-clock answering and availability ensure your business is always accessible, no matter when your customers call. This is especially important for small businesses looking to compete with larger companies, as it prevents missed opportunities. With Ruby’s 24/7 answering services, inquiries are handled, leads are captured, and assistance is provided even after hours. Your business can literally grow as you sleep.
Customization options
A personalized experience builds trust and strengthens customer loyalty. Look for services that allow you to customize call scripts, greetings, and protocols to reflect your brand’s tone and values. With tailored options, every caller receives consistent, perfectly-branded messaging.
Integration capabilities
High-quality communication solutions work in harmony with your existing tools. Answering services with integration capabilities—such as syncing with CRMs, appointment schedulers, or customer databases—streamline workflows. For instance, integrating with platforms like Salesforce or Calendly allows businesses to manage leads, schedule appointments, and customer data without manual entry or any extra effort.
Bilingual support
With bilingual support, small businesses can connect with a broader and more diverse customer base. This feature is particularly valuable for businesses operating in multicultural communities or aiming to expand their reach, so that all customers feel understood and valued, regardless of their language preference.
Analytics and reporting
Access to analytics and reporting tools allows businesses to track call data, identify trends, and gain insights into customer interactions. This information helps small businesses measure the effectiveness of their communication strategies, optimize services, and make data-driven decisions to improve customer satisfaction.
How to choose the right answering service for your business
Whether you’re a small business juggling calls or a growing company looking for 24/7 support, the right service can make all the difference. But how do you pick the one that checks all the boxes? Don’t worry—we’ve broken it down into simple steps to help you find an answering service that feels like an extension of your team.
Assess your needs.
Start by understanding your business’s specific requirements. Consider factors like your average call volume, operating hours, and customer demographics. Do you need 24/7 coverage, bilingual support, or specialized services like appointment scheduling? Ruby offers tailored solutions to meet these needs, including live answering, bilingual virtual receptionists, and seamless integration with your existing tools. Whether you’re looking to manage high call volumes or provide around-the-clock availability, Ruby is here to help.
Set a budget.
Determine what you can afford while considering the potential return on investment. A cost-effective answering service should save you time, enhance customer satisfaction, and help you retain customers. Ruby provides transparent pricing options designed to deliver maximum value for small businesses. With a focus on reducing missed calls and improving customer retention, Ruby’s services quickly pay for themselves by driving growth.
Test the service.
Many answering services offer free trials or demos, giving you the chance to evaluate their performance before committing. Ruby makes it easy to experience their service firsthand with a simple onboarding process and a team dedicated to answering calls with your brand’s tone and style. During your trial, you’ll see for yourself how Ruby’s live receptionists handle calls with warmth and professionalism.
Read reviews and testimonials.
Researching the experiences of other businesses can provide valuable insights. Look for reviews and testimonials from businesses similar to yours to understand the service’s strengths and weaknesses. Positive feedback on reliability, professionalism, and customer satisfaction is a good indicator of quality. At Ruby, we’re proud to have plenty of case studies from our happy customers.
Implementation tips for seamless integration
Alright, you’ve picked the perfect answering service—cue the applause and happy dance! Now, it’s time to make sure the transition is smooth. Implementing an answering service into your business plan is like setting up a killer playlist: a little planning upfront makes everything run flawlessly. Here’s how to hit all the right notes.
1. Prep your team and customers.
2. Set up call scripts and protocols.
3. Train the answering service team.
4. Keep the relationship fresh with regular reviews.
1. Prep your team and customers.
Think of this as rolling out the red carpet. Your team and customers deserve a heads-up, so everyone’s in the loop.
For your team: Sit them down and explain the what, why, and how. “Hey, we’re teaming up with [answering service name] to help us handle calls. Less stress for us, better service for our customers. What do you think?”
For your customers: Drop a quick email, social media post, or even a little note on your website. Something like: “We’re stepping up our game to make sure we’re always here for you. Meet Ruby, our new partner in keeping you happy!”
2. Set up call scripts and protocols.
Here’s where you put your business personality on full display. Your answering service will use your scripts to sound just like you would on the phone.
Craft the script: Start with a warm and welcoming intro—“Hi, you’ve reached [business name], how can we help you today?” Sprinkle in your usual tone—friendly, professional, quirky, or all of the above.
Build protocols: Map out the game plan. Do urgent calls go straight to you? Are appointment bookings a priority? Figure out the who, what, when, and where of call handling.
3. Train the answering service team.
Think of this as a crash course, the more they know, the better they’ll represent you.
- Share your story, your vibe, and what makes your business tick.
- Give them a rundown of FAQs and common customer needs.
- If you’ve got a quirky policy or unique service, spell it out. The more context, the better they can deliver stellar service.
- And don’t forget: this is a two-way street. Be open to their suggestions—they’ve got loads of experience to share.
4. Keep the relationship fresh with regular reviews.
Your answering service isn’t a “set it and forget it” situation—it’s a partnership! Regular check-ins keep everything running like clockwork.
Listen to call samples: Pop in your headphones and see how the team is handling customer interactions.
Review the numbers: Missed phone calls, response times, customer feedback—these are your new BFFs.
Tweak as needed: If something isn’t working, adjust the scripts or protocols. Flexibility is key.
Pro tip: Schedule reviews at least quarterly, and don’t shy away from giving constructive feedback. They’re here to make you look good, so help them help you!
Common challenges
Getting any new service set up in your small business can be challenging, and answering services are no exception. Here’s your go-to guide for addressing common challenges and making your answering service partnership seamless and successful.
Quality and consistency
Nothing screams “uh-oh” like inconsistent service. One day your callers are greeted like VIPs, and the next, it’s… not great. To keep things top-notch:
- Create clear scripts: These aren’t just for show—they’re the blueprint for how operators should handle calls. Keep them detailed but flexible, so the live virtual receptionists can adapt while staying on-brand.
- Request regular updates: Many services offer call recordings or summaries. Use them to spot-check and give feedback.
- Build relationships: Treat your answering service team like an extension of your business. A little rapport can go a long way.
Customer trust and satisfaction
Your customers should never feel like they’ve been handed off to strangers. The key is to make the service seamless.
- Choose the right service: Opt for one that offers a dedicated team or personalized training for operators. It’s worth the investment.
- Be transparent: If customers will be interacting with an answering service, let them know upfront. Frame it as a benefit—“We’ve added more hands on deck to serve you better!”
- Gather feedback: Encourage customers to share their experiences. Whether it’s a quick survey or a casual “How’d we do?” during follow-ups, insights from your audience are gold.
Managing costs
Answering services can start out affordable, but as your business grows, so might the bill. Here’s how to keep things budget-friendly:
- Monitor call volume: Understand when your peak times are and adjust your service plan accordingly.
- Negotiate contracts: Many providers offer flexible pricing models. Don’t hesitate to ask for a plan that aligns with your business’s current needs.
- Analyze ROI: Track how the answering service impacts missed calls, customer satisfaction, and revenue. If it’s paying off, those extra costs might be worth it.
Emergencies and technical issues
When the unexpected strikes—like a tech glitch or a sudden surge in call volume—you’ll want a service that can adapt.
- Ask about backup plans: When choosing a provider, grill them about how they handle outages or emergencies. Do they have a fail-safe in place?
- Create clear escalation protocols: For critical situations, decide who gets notified and how (text, email, bat signal).
- Stay proactive: Regularly test systems and procedures to catch potential issues before they become full-blown disasters.
Benefits of using with Ruby’s answering service for your small business
Ruby offers small businesses a comprehensive call answering solution that enhances customer experiences, optimizes operations, and drives growth. Ruby’s unique approach combines human connection with advanced technology, allowing businesses to stay connected to customers and manage their operations in the best way possible.
With live, professional receptionists trained to reflect your brand’s tone, Ruby makes every interaction feel personal. Whether answering questions, taking messages, or scheduling appointments, our personalized service creates a genuine connection with your customers.
Ruby also seamlessly integrates with the tools small businesses rely on, such as CRMs, appointment schedulers, and customer databases. Whether it’s syncing with tools like Salesforce or managing appointments through apps like Calendly, Ruby’s technology streamlines operations, allowing businesses to focus on growth.
And we can’t forget about those midnight calls. With 24/7 availability, Ruby offers continuous support, so every call is answered and each interaction aligns with your business goals.
Backed by proven results and testimonials from satisfied customers, Ruby helps businesses reduce missed calls, improve productivity, and increase customer satisfaction, ultimately contributing to a stronger and more successful business.
FAQs
The timeline varies depending on the provider and the complexity of your needs. For basic setups, you can be up and running within a few days. If you’re customizing scripts or integrating with other tools, expect it to take a week or two.
Absolutely. Many services specialize in industries like healthcare, law, or trades. Just make sure to choose a provider that offers operators trained in your field and any necessary compliance (e.g., HIPAA for healthcare).
An answering service typically handles basic tasks like taking messages or routing calls. A virtual receptionist goes a step further, managing appointments, customer inquiries, and even some admin tasks. It’s like having a receptionist without the desk in your office.
Not if you don’t want them to! With customized scripts, training, and branding, your customers will have a seamless experience that feels like they’re speaking to your in-house team.
