You call your doctor’s office, needing to make an appointment the next day for your sick first grader. It’s not an emergency, but you want to make sure that you can get an appointment the next day if it’s available.
You’re expecting to be sent to voicemail, because it’s 8 o’clock PM on a Tuesday, but instead after two rings someone picks up. They’re a third-party answering service that can set up appointments, and you hang up a few minutes later with an appointment at 9AM the next day- right when the office opens.
This is the magic of call forwarding, which can be a game changer for small businesses using it for a number of different purposes to best serve their customers and streamline their own communication efforts. In this post, we’re going to look at everything you need to know about how to leverage call forwarding for your small business and what it can do for you.
Call forwarding is a phone feature that allows you to have one line’s incoming calls automatically redirected to another line. This can happen instantly, sending someone to the second line immediately upon calling; this can be scheduled (say after hours) or be ongoing regardless of time of day.
You can also set it up so that if the first line rings a few times and no one answers, it can then be sent to the second line.
Call forwarding ensures that all incoming calls are directed to where you need them to go, meaning that your clients are being sent to someone most likely to help them as quickly as possible.
Call forwarding is enormously advantageous to small businesses and those who work for them who are trying to do it all. The goal, after all, is always to ensure that your phone calls from clients, leads, and vendors are being answered as fast as they can be and that they’re getting to the right person as fast as possible. This can help.
Consider that someone who is sent to a qualified answering service like PATLive after hours, for example, prevents you from having a full voicemail inbox to sort through first thing in the morning while it simultaneously allows expert agents to handle a wide variety of client issues or answer their questions for you. This is a massive time saver and a boost for your customer service at the same time.
Other businesses may use call forwarding to route their calls to an answering service the vast majority of the time, allowing companies like ours to handle the bulk of their incoming calls and client concerns and only sending them further down the line when needed. It goes without saying that this is even more of a time-saver for businesses who may be low on manpower and time.
You can also use call forwarding technology on individual lines. Have an important team member going on vacation? You can always reroute someone calling their personal line to the main receptionist or answering service, where they can take a message or see if another team member can help. And if there’s an important call you need to take after hours, you can reroute your business’s line to temporarily ring on your mobile phone. This allows key personnel to be available even when they’re outside of the office if it’s absolutely necessary.
Keep in mind that the easier it is for your customers to get in touch with you, the better. They’d rather get in touch with you the first time instead of jumping through multiple hoops or landing in your voicemail. Too many potential leads might not even leave a voicemail, deciding it would be too much trouble and costing you an opportunity in the blink of an eye.
Good news: Call forwarding is exceptionally easy to set up. Many smartphones will even have “Call Forwarding” as a feature available under their settings and they only take a few minutes to set up. You can see examples of how to do this here.
Some virtual business line apps like Tresta make this even easier, having call forwarding as a native and convenient option that can quickly be enabled or disabled as needed.
You can also utilize call forwarding from landlines and smartphones alike by taking the following steps:
If you want to deactivate call forwarding, dial the following codes for the appropriate carriers:
If you have any questions or technical difficulties, call your phone carrier. They’ll be able to help you quickly.
Part of the beauty of call forwarding is that it’s so versatile. You can use it only as-needed in specific circumstances, have it set up on a schedule or semi-regular basis, or even having it running nearly constantly to send overflowing calls to a reliable answering service like PATLive.
Choose the option that’s best for your business, and remember that it can always be adapted as your business grows and evolves, too.
Want to learn more about how PATLive can help you deliver customer service excellence by leaving no call unanswered? See how it works here!
Publish Date: July 10, 2019 5:00 AM
|1.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.
Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
PH: +1 (512) 333 4634
|3.)||Balto Software Inc|
Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
PH: (+61) 406 501 368
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.
Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.
Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.
ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.
AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
PH: 0800 999 1882
Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.
|12.)||Mediatel Data Srl|
Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.
PH: +40 722 744 417
Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.
VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer
Analysis that empowers your business
Get actionable insights from all your customer interactions
The new paradigm in customer engagement, the Synthetix Chatbot can generate new revenues as well as resolve customer queries. Our AI-powered chatbot technology doesn't wait until your customers want to contact you – it offers help and assistance from the moment they interact with your brand, qualifying them based on their needs, working with your CRM to personalise their experience, creating leads and tactically escalating them to the most appropriate contact channel.
PH: +44 1279 555 580
Trendzact AI On-Demand
Trendzact provides on-demand data science Insights team who will solve the AI resource dilemma. Our Insights team will apply machine learning models into your business processes and build functionality such as natural language processing and service level agreement (“SLA”) diagnostics into your CRM solution. Use AI for aftercall documenation, agent sentiment analysis, proactive agent guidance and anomaly detection with real-time alerts
virtualQ’s AI-based, enterprise solutions
virtualQ GmbH designs and develops enterprise software that enables companies to control incoming calls to its service centers 24/7 without waiting times. We offer an intuitive virtual assistant platform that reduces waiting times on the phone, provides information to callers, answers recurring customer inquiries, collect customer satisfaction surveys, and display a data dashboard to track performance. We employ artificial intelligence to provide intelligent call-backs, appointments, FAQ bots, voice IVR, virtual assistants, high call volume management, and more! All of our products and services are quick add-on solutions for companies who want to take advantage of AI.
PH: +49 176 5683 8890
VOZIQ Predictive Customer Retention Solution
VOZIQ is the only cloud-based predictive retention solution that is powered by 10+ targeted machine learning models to enable recurring revenue businesses to predict customers who are at-risk of cancellation and prevent the cancellation by driving large-scale actions through contact center customer care, marketing and field channels.
With pre-built AI/ML models using both structured and unstructured data, risk driver libraries and multiple deployment options, VOZIQ’s solution significantly cuts time-to-value in industries such as home security and automation, pest control, home warranty, deregulated/retail energy providers, telecom, and insurance.
PH: +1 (888) 427-2328
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