As a Customer Success Manager at Ruby, I’m lucky to have the unique opportunity to speak to hundreds of you, our dedicated business owners and operators, every single week. Each conversation allows me to peer into your day to-day-processes, to deep dive into your dreams for your company, and to collaborate with you on just how to get there. Without a doubt, that’s my favorite part of the gig. I really love learning about my customers. If there is one commonality I’ve found in every interaction I’ve had recently, it’s that no one expected to be working remotely for an extended period of time this year. Including me!

Now that this is our current reality, I’m realizing that I really hit the jackpot at Ruby (like I haven’t realized that before, ha!). Not only did our leadership and IT teams quickly and efficiently move our entire workforce to their remote stations in just 11 days, but I am equipped with a suite of features within our own technology that allows me to stay flexible and adapt as I navigate this new work-from-home world we all find ourselves in. Want to hear the coolest part? You have all these features in the palm of your hand too.

Ruby Mobile App

I use our mobile app just as fervently as many of you do! There are a ton of game-changing features, but I want to focus on the four that have become crucial tools for my WFH success.

Choose Your Caller ID: I may love my customers, but not enough to hand out my personal cell number. Enter Ruby’s Choose Your Caller ID feature! I can make calls or send texts from my Ruby-hosted number to keep personal information private. The best part is, when folks return my call to the number I’ve used, they’ll reach a live, friendly receptionist saying, “Thank you for calling Ruby. You’ve reached the office of Glynn Dickens.”—keeping my professional appearance alive, because I am definitely not sitting at my kitchen table in my slippers right now.

Call Forwarding: Working remotely may have freed up time that was previously spent on other tasks (So long, commute!) or there may be communication that is best delivered by a familiar voice to your clientele. Fielding your incoming calls on an as-needed basis is a good way to keep a finger on the pulse of your customer base, while maintaining your sharp service skills. You can easily forward and un-forward your Ruby-hosted business number with the tap of a finger! Specifically, our delayed call forwarding feature allows Ruby to answer whenever you can’t, so long as your phone is on and you do not manually decline the call. Set calls to ring to a number of your choice, then roll over to Ruby—so you always have the option of answering first.

Status Updates: The best thing I’ve done, for my sanity, is update my Status each time I take a break. It can be difficult to separate work and home since they’re one and the same right now, so giving yourself time away from the hustle, at least mentally, is important! Whether I’m eating lunch or taking a walk around the block, I set my temporary call-handling preferences to “not taking calls” for the 15 minutes or half-hour I’m away, so I can refresh and recharge. Of course, I also change my Status for virtual team meetings and other projects so receptionists know when and where I want to take calls, who I would like to receive calls from, and for what timeframe. It’s like tapping a receptionist on the shoulder and saying, “Not right now, Ruby!”

Call Activity & Message Details: The only “child” in my house is my four-year-old Tortoiseshell cat, but I imagine that a ton of our customers are juggling work and childcare right now. Hats off to you! When you need to step away or tend to other matters, you have a call and message log right there with you so you’re always in the loop. Tap on any call/message record to get the full scoop on who called and why. (Pro tip: You can even choose “Call” from the record and use Choose Your Caller ID to connect with them without ever going back to your desk.)

I am a Customer Success Manager. I didn’t stumble into this field by accident, I chose it because I see something in all of you—something I admire. I am humbled by business owners’ passionate determination and I fundamentally believe in your ability to triumph over adversity. I truly want you to succeed! I know Ruby can help you do just that.

Be well and stay safe, everyone!

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Creating customers for life

Start creating customers for life.

Whether you sell customizable sporting goods, run a dental practice, or train dogs, you’re in the customer service world. Your expertise in your particular field may attract clients, but the way you treat them is what creates life-long fans! I’ve spent my career in customer service and want to share four game-changing tips that will help you master the art of client interaction.

Avoid distraction.

Focusing solely on the task at hand while maintaining the flow of your business can be a challenge. Yet it makes all the difference! When you’re speaking to someone, try to drown out all background noise. Remaining in the moment will help you think critically about the situation, problem solve, and appear more present—creating a better experience for your client.

Every time I chat with a customer on the phone, all I have in front of me is a scratch pad for notes, and something to fiddle with to keep my hands busy, which helps keep other distractions at bay. This empowers me to give each customer my undivided attention.

The ROI of Personal Connections!

Discover the real, measurable impact great customer service can have on your bottom line.

GET THE GUIDE

Consider their perspective.

You’ve heard the expression, “the customer is always right,”—right?

Of course you have! The reason you’ve heard it is because it’s true. You may know all there is to know about your business, including the nitty gritty details, but your customers are the ones seeing the finished product on display. It’s incredibly important to think about how someone is experiencing your business. After all, customers create revenue and keep you going, so their input is invaluable.

Be genuine.

I once heard a colleague of mine say that when they’re on a call with a customer, they imagine they’re talking to their dad. It sounded silly to me at first, but when I really stopped to think about it, it made sense.

You don’t necessarily have to think about a family member, but try to consider speaking with your customer as if you’re talking to someone who you can be your most genuine self around. Your customers aren’t strangers; they’re real people who are choosing to invest in your company. They deserve to be treated like friends!

Stay curious.

I’m a firm believer in personal growth and development. This means remaining willing and open to learning opportunities. Every time you’re providing customer service, try to stay curious and involved in the situation. How does the customer feel? What caused this to happen? Are there any processes you can implement to avoid a problem in the future? Each interaction with a customer is a learning opportunity to better your practices—and maybe even your products.

Customer service is a rewarding skill. It helps you grow your company, build trust, and—most importantly—it gives you opportunities to make someone’s day.

When you provide stellar service on top of an amazing product, you’re proving your company’s value. Ultimately, you’re showing the necessity for your business in a customer’s life. With these tips in your tool belt, you’ll be well on your way to providing a memorable experience for your small business’ clients. Your customers won’t know how they survived without you!

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Sales Support

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Ready to turn more callers into customers?

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 cancelled 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.