Five benefits of live call answering.

Reading time:

74% of consumers say that they’re are very likely to choose another business after a poor phone experience.

But, if you’re like most business owners, you’re likely not answering those inbound calls. You probably don’t have time to. Like most owners, you’re too busy running your business—serving customers or clients, fulfilling orders, managing employees, and getting work done.

So, what happens to those missed calls? Some companies have receptionists or customer service professionals on staff to pick up the phone (at least during business hours). But more and more small businesses are simply letting machines take care of things. Callers reach an interactive voice response system (IVR) or voicemail through which they can try to handle an issue themselves or request a call back. 

These solutions promise convenience and cost efficiency for customers and businesses alike. 

Unfortunately, they don’t really work. 

If you’re using an automated system to answer phone calls, you’re missing major opportunities to connect with customers and grow your company. In 2020, the people calling your business expect to reach a live representative. And if you can give customers the human connection they long for, you’re practically guaranteed to boost business results and your bottom line. In fact, for many small businesses, it can be the difference between barely surviving and thriving.

Consider these five business benefits of live call answering:

1. Increase customer satisfaction.

The key to customer satisfaction is human connection. More than two-thirds (67%) of customers will hang up when they can’t reach a live person. Many of those callers will then immediately write off your company and dial a competitor. This includes new and existing customers. Everyone calling your business wants (and deserves!) fast, responsive, and personalized human service. 

2. Elevate your customer service reputation.

Live call answering drives not only customer service, but word of mouth marketing as well. Approximately 72% of customers will share their positive customer service experiences with others. For every caller who reaches a friendly, capable business representative, the number of new prospects contacting your company increases

Of course, if someone has a negative experience calling your company—if they can’t get through or reach an unhelpful machine—there’s a good chance they’ll tell their friends, family, and colleagues about that, too.

Get the ultimate guide.

Discover the ins and outs of live call answering with a virtual receptionist service in our free guide!


3. Collect call information.

Wouldn’t it be great if you knew everything about everyone calling your business—their names, contact information, and reason for getting in touch? With IVR, voicemail, or another automated system, you’ll never capture this information from the majority of callers. A whopping 85% of people whose calls aren’t answered by a live representative will not call back. 

By contrast, a human agent can collect all relevant information about a caller, as well as solve basic customer service issues and even harness sales opportunities in the moment.

4. Win more business opportunities.

Speaking of opportunities, there’s no fuel for customer loyalty and business growth as powerful as live call answering. Roughly four out of five (80%) of customers will become repeat buyers based on positive phone experiences.

To see what kind of impact live call answering can have for your business, use our ROI calculator.

5. Stand apart from the robo-crowd.

Here’s the kicker: despite the clear benefits of live call answering, 85% of companies are transitioning or have transitioned to automated customer service this year. They’re doubling down on systems that frustrate, inconvenience, and ultimately drive away callers.

This presents your company with a once-in-a-lifetime moment to truly stand out. Don’t be like most small businesses. Don’t settle for the average. Focus on delivering extraordinary customer experiences over the phone and you’ll delight callers, improve your reputation, and win more opportunities.

The best part? You don’t have to do it yourself or manage calls entirely in-house. With Ruby’s live answering services, you get a top-rated team of customer service professionals ready to represent your business over the phone—at a fraction of the cost of a full-time employee.

For even more business benefits of virtual receptionists, check out our blog post on the topic.

Afraid you’ll forget the benefits? Download our tip sheet, tape it to your wall, and pass it around!

Additional reads you may find interesting...

View All
Title card: Creativity, connections, and client relationships—with Nathan Wilson, The Narrative
Small Business Tips

Creativity, connections, and client relationships—with Nathan Wilson of The Narrative

Illustration of a woman with a lovely voice speaking

How to make your voice sound better

Ruby customer feature series title card: Rebecca Flanagan, Flanagan Legal Services
Customer Feature

Ruby customer feature: Rebecca Flanagan, Flanagan Legal Services

Business handshake: close-up part of two young women shaking hands and smiling while sitting at business meeting with their coworkers
Small Business Tips

Coopetition: how to grow your business by partnering with a competitor

Headsets hangs on powered-off computers in an empty office
Small Business Tips

Worker shortage explained: what 2021’s workforce issues mean for your business

A traffic light sign is nearly submerged by a massive flood—one example of the extreme weather events caused by climate change.
Small Business Tips

Getting real about climate change

Man makes notes in a notebook on a table with a phone
Small Business Tips

What you lose when you send every call to voicemail

An illustration of a phone ringing next to a magnifying glass that reveals text: "Ruby calling…"
Receptionist Tips

Receptionist secrets revealed: 5 tricks to grow your business by wowing your customers

A group of professionals sit in a well-lit office watching a man in a hoodie present and point to a whiteboard
Small Business Tips

How IT answering services help you engage & retain customers

Collage of people on phones with title: Real receptionists. Unreal results. Build lasting loyalty with Ruby.
About Ruby

Getting started with Ruby: what to expect

Female-presenting freelancer wearing elegant sweater and round earrings working in front of open laptop, sitting in cozy home office interior, drinking coffee, browsing websites
Small Business Tips

Does your business really need a website? 6 myths about your online presence

An illustration showing that people who call translate into money for a business, while people who visit a website are left without a next step, and bounce to competitors' websites
Small Business Tips

You don’t leave your callers hanging. But what about your website visitors?

Collage of group of young people over colorful vintage isolated background smiling doing phone gesture with hand and fingers, pantomiming talking on the telephone.
Receptionist Tips

The power of answering the phone in one ring

Ruby logo + Clio logo
Legal Practice Tips

Ruby + Clio = happier clients + more billable hours

Small Business Tips

You don’t have to be the “everything business.”

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support

Already a Ruby customer?

Let’s get started.

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.


The Secret to Successful Law Firms

The inside scoop on Clio’s latest legal trends report.

Phone Thumbnail 2

10 Questions to Ask a Virtual Reception Provider

Ask the right questions and rate virtual reception services with our handy guide and scorecard!