Which would you find more efficient?

[manlymatt83]

I'm starting a new tech company. Initially, I will have about 5-10 clients. I do expect to have a few people working for me and the company to be pretty successful from the beginning as most of the clients are my personal clients I've had for many years that I'm "transferring" to the company.

Because I will no longer be the only member (the primary reason I'm doing this), and will instead have an on-call rotation between me and a few of the other guys involved, I'm going to get an 800 number that will allow people to call in and get the help they need (I provide emergency consulting about 50% of the time).

I'm debating between an IVR (like phone.com) versus a live answering service. The latter obviously costs more, but the people are in Portland, Oregon, I've used them before, they don't know my business but aren't dumbasses, and can get someone on the phone quickly.

The IVR would be a recording of an Australian voice (my friend has offered to do it), but you'd have to press a number based on what kind of help you needed. I would probably have a button that says "For an emergency, press 9 to be transfered to the on call person".

The benefit of the answering service is that they could potentially take a message depending on what kind of customer the person was. The IVR would patch anyone that pressed "9" through to me or the on-call person.

So what would you prefer if you were a customer of mine? Most of my customers are small sized businesses. If you wanted to get me or a member of my staff on the phone quickly, would you prefer to hear an automated recording "Thank you for calling company name. For this service, press 1", or would you prefer to have a live person pick up on the first ring and patch you through to where you need to be?

Thanks.

 

[Crono]

Live agent.

 

[Xstatic1]

have the answering service "triage" the call so the on-call person won't be overwhelmed.

 

[Cheesetogo]

When I call a company and get an automated menu, I automatically think less of the company.

 

[guyver01]

When I call a company and get an automated menu, I automatically think less of the company.

then.. you must think less of every company.. because they all use IVR systems.

Even borders & barnes and noble use ivr systems.

 

[Capt Caveman]

then.. you must think less of every company.. because they all use IVR systems.

Even borders & barnes and noble use ivr systems.

And you would be incorrect, especially for small companies.

 

[guyver01]

especially for small companies.

oh that's right... i forgot this was ATOT... where everyone prefers to pay 350% markup to use the little mom & pop companies, instead of the big businesses.

 

[Howard]

then.. you must think less of every company.. because they all use IVR systems.

Even borders & barnes and noble use ivr systems.

Right, because those companies are known for the kind of service that businesses need.

 

[guyver01]

Right, because those companies are known for the kind of service that businesses need.

no.. IVR systems are used to direct customers to the right department when there are MULTIPLE departments to handle customer requests.

Payment
Inquiry
Sales
Directions
etc

Even Borders uses an IVR.. because you can automate a "Where are you located" inquiry... a "What are your hours" inquiry... they even have multiple departments... "press 1 for Childrens. Press 2 for Reference.... Press 3 for Magazines.."

 

[Capt Caveman]

oh that's right... i forgot this was ATOT... where everyone prefers to pay 350% markup to use the little mom & pop companies, instead of the big businesses.

You're retarded, right? The majority of companies in this country are small businesses including the OP.

 

[guyver01]

You're retarded, right? The majority of companies in this country are small businesses including the OP.

You're a retard, right?

There's about 23 million businesses in the usa... only about 10 million have under 100 employees, and make under $500,000 yearly.

That's less than half.

i wouldnt consider that MAJORITY..

 

[Capt Caveman]

You're a retard, right?

There's about 23 million businesses in the usa... only about 10 million have under 100 employees, and make under $500,000 yearly.

That's less than half.

i wouldnt consider that MAJORITY..

And once again, you would be incorrect, retard.

http://www.census.gov/epcd/www/smallbus.html

Out of 25.4 million businesses in the US, less than <650k have more than 100 employees.

Since every company uses one, why didn't you vote for IVR?

 

[Blackjack200]

oh that's right... i forgot this was ATOT... where everyone prefers to pay 350% markup to use the little mom & pop companies, instead of the big businesses.

The markup is pretty much zero when you consider that:

* You drive less to get there
* The person there actually knows what they are talking about and is not some $10/hr stand in, meaning you're much more likely to get what you need
* You spend far less time trying to find what you want
* Customer service is better if something doesn't work out

Yeah, but no, we're all just a bunch of snobs for not wanting to shop at Walmart and eat McDonalds every day because it's 5% cheaper.

 

[Wyndru]

It's amusing how often threads here turn into information pissing matches.

I voted live agent, but if you don't have the money to spend on an agent I don't think too many people would be completely turned off with an automated system. They are pretty common now and I think most people have accepted them, especially if the menus are structured well and easy to understand.

 

[BurnItDwn]

Live agent is preferred, but IVR can work too as long as it doesn't have 10000 menu options and take a year.

That said, perhaps it would make the most sense to just use a "on call" cell phone, and rotate it, and then just give the customers the on call #, or you could use something like a google number and just forward it to whomever is on call... that way, you don't have to pay for an IVR or an answering service, and your customers will get through for any emergencies...

 

[Crusty]

If your 'recorded' answering service gives a client the option to press a button and get a live agent for an 'emergency', they are going to do that 100&#37; of the time for every single mundane task no matter if it's an emergency or not.

 

[lxskllr]

Indifferent. I will say I hate complicated auto menus that never give you exactly what you want. Simple and automatic is fine, complicated and automatic isn't.

 

[DivideBYZero]

Live agent is preferred, but IVR can work too as long as it doesn't have 10000 menu options and take a year.

That said, perhaps it would make the most sense to just use a "on call" cell phone, and rotate it, and then just give the customers the on call #, or you could use something like a google number and just forward it to whomever is on call... that way, you don't have to pay for an IVR or an answering service, and your customers will get through for any emergencies...

This is the best idea. I did a search and call forwarding companies have web interfaces to update contact and forwarding details, so one number, many devices and real people on call. WIN.

https://www.uwtcallback.com/call_my_us_number.html

 

[manlymatt83]

This is the best idea. I did a search and call forwarding companies have web interfaces to update contact and forwarding details, so one number, many devices and real people on call. WIN.

https://www.uwtcallback.com/call_my_us_number.html

Yeah, that's what I'd do with phone.com - you can set schedules and everything. But it still doesn't stop people from hitting "on call person" all the time

 

[Howard]

no.. IVR systems are used to direct customers to the right department when there are MULTIPLE departments to handle customer requests.

Payment
Inquiry
Sales
Directions
etc

Even Borders uses an IVR.. because you can automate a "Where are you located" inquiry... a "What are your hours" inquiry... they even have multiple departments... "press 1 for Childrens. Press 2 for Reference.... Press 3 for Magazines.."

I know what they're used for, but do you think I really care to listen to a stupid menu when a receptionist can direct my call much more quickly and generally has a working knowledge of the business? What happens if no one is available at their extension, nothing gets done? How often does a menu offer to give you a cell phone number, or have them paged, or tell you stuff like "that mixer does not come with CIP capability"?

 

[DrPizza]

You're a retard, right?

There's about 23 million businesses in the usa... only about 10 million have under 100 employees, and make under $500,000 yearly.

That's less than half.

i wouldnt consider that MAJORITY..

Those statistics are suspect. 13 million "big businesses?" 13 million times 100 people is way more than the entire population of the US. Come to think of it, 13 million times 50 people per company is more than twice the population of the US.

And, if you think 500,000 in revenue makes a company a "big business" - that makes little corner pizza shops "big businesses." 500,000 is less than $1400 a day in sales; that's not a lot for a little restaurant with a dozen employees.