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

Reading time:

Imagine this: a potential customer or client hears about you and wants to do business with you, so they place a call, and… 

Ring… 

Ring… 

Ring… 

Imagine this: a potential customer or client hears about you and wants to do business with you, so they place a call, and… 

Ring… 

Ring… 

Ring… 

No one picks up.

You don’t want that to happen, and we don’t want that to happen, which is why we at Ruby are dedicated to making sure your calls are answered by friendly, professional human beings.  

But calls are just one channel people use to reach out. What about the interactions you can’t hear—the attempts to connect that don’t cause the phone to ring?  

Phone Thumbnail 4

Every day, potential customers or clients are visiting your website, seeking solutions to their problems. These people want quick answers, but many would prefer not to pick up and call. Perhaps they’re busy or in an inconvenient location.   

Or maybe, like so many of us, they have phone phobia. They’d rather send an email, reach out on social media, or do anything other than—gulp—make a call and speak out loud to another person. 

Phone anxiety is more common than you may realize. It’s especially prominent among younger generations, but it can affect anyone. The Conversation reports that “76% of millennials and 40% of baby boomers have anxious thoughts when their phone rings,” and as a result, “61% of millennials would completely avoid calls, compared with 42% of baby boomers.”  

What does this mean for your business?

It means that, for as many people who reach out over the phone, there’s a large number who prefer not to call. In most cases, these people are visiting your website (assuming you have a website), and if they don’t see a way to connect with you digitally, they’re moving on. 

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

It’s not only about phone phobia. Technology has raised our expectations as consumers; we expect efficiency, convenience, and quick answers—which conversations over the phone don’t necessarily provide. So, when someone’s only option is to call your business, it’s perhaps no surprise how often they choose to go with a competitor instead.   

To be clear, we’re talking about lost opportunities. A lead bouncing from your website is the equivalent of someone hanging up when no one answers the phone.  

And it can happen as quickly. Keep in mind that you have five seconds to capture a website visitor’s attention. If that visitor wants to talk to you but there’s no easy easy option for them to do it, well…

What’s the price of those lost opportunities?

Let’s do some quick math.  

For simplicity’s sake, let’s say that 60% of your website visitors call your business, and you receive 12 phone calls per day. That means there are another eight customer interactions per day you’re missing out on. Multiply eight by 365, and that’s the equivalent of 2,920 “unanswered calls!” 

8 non-callers per day × 365 days per year = 2,920 missed connections annually

Now, consider how many leads you convert into customers, and the value of a new customer or client for your business: How much revenue does a prospect bring? 

Again, for the sake of this exercise, we’ll assume you convert 25% of leads, and a typical customer brings in $2,000.  

Ready to see what those missed connections cost? 

2,920 missed connections at a 25% conversion rate × $2,000 = $1,460,000

That’s right: if you can find a way to connect with interested prospects who don’t call your business, you could gain $1.46 million in revenue every year.  

Holy.  

Smokes.

Remember: this is very basic math. The numbers are likely quite different for your business. Your opportunity could be smaller—or it could be even greater, particularly if you have recurring revenue, a lot of website visitors, or both.  

To figure out what those interactions you can’t hear could mean for your bottom line, take the following steps: 

1. Do the (real) math for yourself.

Take a look at your website analytics and determine how many people visit your site every day, week, or month. Then, cross-reference that figure with the number of calls you receive in the same period.   

If your website attracts significantly more visitors than calls, it might be a sign that you have the opportunity to bring in serious business online. 

2. Optimize your online presence.

However your website currently performs, you only stand to gain from improving it. By making your online presence more responsive, user-friendly, information-rich, and search engine-optimized, you’ll bring in more eyeballs and more business. 

Not sure where to begin? Get our free guide to optimizing your online presence. 

3. Add chat to your website.

If unattended website visitors are like callers who don’t get through, adding chat is the equivalent of picking up the phone. 

When you use Ruby, you can ensure your website visitors are greeted by a friendly, live chat specialist, 24/7. Our chat specialists are experts in creating meaningful connections and converting visitors into customers or clients. 

Discover how Ruby’s live online chat has transformed real businesses. Read a customer story. 

Additional reads you may find interesting...

View All
Virtual receptionist sitting at desk

Virtual receptionist pricing 101

Professional sitting at desk on computer, working on a law firm's website
Legal Practice Tips

What Google’s Core Web Vitals mean for your law firm’s website

A group of Ruby customers stand together, smiling and talking

Does your business need an answering service?

Screenshot of a YouTube channel's live videos

How to use YouTube Live to engage your clients & audience

Smiling woman standing in a bicycle workshop with a mobile device in her hands
Small Business Tips

3 ways virtual receptionists elevate customer experience (while making your life easier)

Circular cutout of Rebecca Grimes, Ruby's Chief Revenue Officer

A conversation with Ruby’s Chief Revenue Officer, Rebecca Grimes

Woman in yellow sweater working in front of open laptop, sitting in home office interior, drinking coffee
Small Business Tips

Happy customers, efficient businesses: How to supercharge growth with virtual receptionists 

Help wanted sign hung in reflective window
Small Business Tips

Using online presence platforms for recruitment

A man in silhouette looks out over a foggy mountain range
Small Business Tips

How to communicate with employees during times of tension

Close-up: professional with blonde pompadour has a conversation over the phone in a co-working space with red walls
Receptionist Tips

How to keep a conversation going

Title card: Leveraging Customer Service as a Value Proposition, with Melinda Emerson, Kate Winkler, and Sharie Hendricks
Small Business Tips

Customer service tips and more from Ruby + SmallBizLady

A white-bearded man looks beyond the frame with a happily surprised expression on his face
Small Business Tips

This is what wow-worthy customer service looks like.

A woman in yellow overalls sits on a hardwood floor among houseplants with a closed laptop, her hands behind her head
Small Business Tips

Achieve remote work bliss with Ruby.

Title card with Sam's headshot: Ruby customer feature series, Sam Hainey, Hilltop Law Firm
Customer Feature

Ruby customer feature: Sam Hainey, Hilltop Law Firm

A man in a blue and white-striped shirt looks through binoculars at the open sea
Small Business Tips

Sick of losing sales? How to find the perfect leads for your 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 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.

Legal_Final

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!