Virtual receptionists for small businesses: are they worth it?

Among the many experiences customers encounter when looking for a service, waiting consistently ranks as the most frustrating. Prolonged hold times and slow responses are persistent pain points that cause irritation among customers. 

To elevate customer experience for SMBs, foster satisfaction, and enhance loyalty, proactively addressing the issue of wait times is essential. However, for small businesses, hiring a full-time receptionist is often not feasible. That's why we're discussing affordable answering services.

Join me to deep dive into the world of virtual receptionists and answering services, exploring their benefits, features, costs, and top providers, empowering you to make the best choice for your business.

What is a virtual receptionist?

A virtual receptionist is a remote professional who manages various administrative tasks typically associated with an in-house receptionist. 

They handle incoming calls, take messages, schedule appointments, and provide customer support, all while working from a remote location, often utilizing cloud-based communication systems. 

Think of it as your 24/7 customer service representative, ensuring that no call goes unanswered and every caller feels valued. This allows businesses to maintain professional customer communication without the need for physical office space or additional staff.

What are the main responsibilities of a virtual receptionist?

A virtual receptionist shares many responsibilities with their in-house counterparts, performing essential tasks that contribute to the smooth operation of a business. 

Both roles involve managing incoming communications and providing administrative support.

 While traditional receptionists work on-site, virtual receptionists leverage technology to perform their duties remotely, offering flexibility and extended availability. 

Here are some of the common tasks:

• Answering Calls: A virtual receptionist greets callers with a professional and personalized message, ensuring that no call goes unanswered, making a positive first impression on your behalf.
• Call Routing: Using predefined rules or caller input, the virtual receptionist efficiently directs calls to the appropriate person or department.
• Message Taking: If the intended recipient is unavailable, the virtual receptionist captures detailed messages, ensuring important information is relayed accurately.
• Appointment Scheduling: By integrating with your calendar, a virtual receptionist can schedule appointments for clients, saving you time and streamlining your operations.
• After-Hours Support: Unlike a traditional receptionist, virtual receptionists can operate 24/7, capturing leads and handling inquiries even when your business is closed.

What are the main benefits of hiring a virtual receptionist for a small business?

Hiring a virtual receptionist can offer numerous advantages for small businesses, providing a cost-effective solution to enhance professionalism and streamline operations. 

Let's explore the primary benefits that make virtual receptionists an attractive option for small businesses:

• Cost Savings: Virtual receptionists eliminate the need for a full-time salary, benefits, and an office space, significantly reducing overhead costs.
• 24/7 Availability: Even outside of business hours. Capture leads and provide customer service around the clock.
• Professional Image: A virtual receptionist projects a polished and professional image, enhancing your brand credibility.
• Improved Efficiency: Automate call handling and message taking, freeing up your staff to focus on core business tasks.
• Enhanced Customer Service: Ensure prompt call answering and efficient message delivery, leading to increased customer satisfaction.
• Scalability: Easily adjust your service as your business grows, ensuring optimal cost efficiency and service levels.

What’s the difference between a virtual receptionist and an in-house receptionist?

As mentioned before, virtual receptionists and in-house receptionists share many core responsibilities. But, they also have significant differences, especially in how they operate and the benefits they offer to businesses. 

Virtual receptionists leverage advanced technology to provide remote services, offering unique advantages in terms of cost-effectiveness, availability, and scalability. In contrast, in-house receptionists provide a physical presence and can handle a broader range of on-site tasks. 

To better illustrate these distinctions, let's examine a comparison of these two roles:

The following table outlines some key differences between virtual receptionists and in-house receptionists, highlighting the unique attributes and potential trade-offs of each option:

What’s the difference between a virtual receptionist and a phone answering service?

While both virtual receptionists and phone answering services handle incoming calls, there are several important distinctions between these two options. 

Understanding these differences is crucial for businesses looking to choose the most suitable solution for their communication needs. 

Let's explore the key areas where virtual receptionists and phone answering services diverge:

• Technology: Virtual receptionists leverage advanced technology like AI and natural language processing for more intelligent call handling and customization options.
• Features: Virtual receptionists offer a broader range of features beyond call answering, including appointment scheduling, CRM integration, and lead qualification.
• Cost: Phone answering services are often cheaper but may lack the advanced features and customization options of virtual receptionists.

How much does a virtual receptionist cost?

The cost of a virtual receptionist can vary based on different factors like the features included, the provider, and the pricing model used. 

Here are the key details regarding pricing:

General Cost Ranges

• Basic Plans: Starting as low as $25 to $100 per month, these plans typically offer limited services, such as basic call answering and message taking, often with restrictions on the number of minutes or calls handled.
• Standard Plans: These plans generally range from $100 to $600 per month and include more comprehensive services, such as appointment scheduling and extended coverage, accommodating moderate call volumes.
• Premium Services: For high-volume needs or advanced features, costs can escalate to $1,000 to $3,000 per month. These plans often provide dedicated receptionists, 24/7 availability, and specialized services like CRM integration.

Pricing Models

1. Pay-by-Month: A flat monthly fee for a set number of services, ideal for businesses with consistent call volumes.
2. Pay-by-Minute: Charges based on the actual time spent handling calls, which can be cost-effective for businesses with lower call volumes.
3. Pay-by-Call: A fixed fee for each call handled, suitable for businesses with predictable call patterns.

Additional Considerations

• Service Provider: Established companies may charge more due to their branding and the quality of service provided.
• Location: Providers based in North America tend to be more expensive compared to those in other regions.
• Additional Features: Services like appointment scheduling, multilingual support, and other administrative tasks can increase overall costs.
• Hidden Fees: Be mindful of potential hidden costs such as setup fees, overage charges, and incremental billing practices that can inflate your monthly expenses.

What are the top 3 virtual receptionist services for small businesses?

In our last research, Cheap answering services: are they worth it? We recommend the cheapest phone answering services based on an analysis of 10 different companies, focusing on factors crucial for small businesses and startups seeking affordable yet effective solutions.

This time we focused our research on virtual receptionist services for small businesses. Here are the top 3, along with their detailed pricing and features:

1. Posh

Pricing Model: Monthly plans based on receptionist minutes

Starting Price: $119/month for 50 receptionist minutes

Price per Minute: Varies by plan; approximately $1.79 to $2.20/minute for additional minutes

Plans: https://posh.com/pricing/ 

• Chic: $64/month (0 receptionist minutes, $1.99/minute thereafter)
• Vogue: $119/month (50 receptionist minutes, $2.04/minute thereafter)
• Elegant: $204/month (100 receptionist minutes, $1.97/minute thereafter)
• Luxurious: $394/month (200 receptionist minutes, $1.90/minute thereafter)
• Prestigious: $664/month (350 receptionist minutes, $1.85/minute thereafter)
• Lavish: $924/month (500 receptionist minutes, $1.79/minute thereafter)
• Exclusive: $1,794/month (1,000 receptionist minutes, price per minute not specified)

Features Included:

• 24/7 live answering
• Customized call handling
• Bilingual receptionists (English and Spanish)
• Outbound calling
• Appointment scheduling via popular software (e.g., Calendly, Google Calendar)
• Mobile app for managing calls and messages
• Unlimited users on the account

Customer Feedback: A 4.6/5 score on Trustpilot highlights the consistently positive experiences, signifying reliability, professionalism, and overall service quality.

2. Smith.ai

Pricing Model: Monthly plans

Starting Price: $285/month 

Price per Minute: Not explicitly stated, but plans are based on the number of calls/chats handled

Plans: https://smith.ai/pricing/receptionists

• Starter: $285/month for 30 minutes
• Basic: $765/month for 90 minutes
• Pro:  $1,950/month for 300 minutes
• Enterprise: Custom 

Features Included:

• 24/7 availability
• Call answering, screening, and routing
• Appointment scheduling
• CRM and calendar integration
• Outbound calling capabilities
• Follow-up emails and texts
• Data visualizations and analytics

Customer Feedback: A 4.5/5 score on Trustpilot reflects high customer satisfaction, indicating quality of the service and professionalism. 

3. Ruby Receptionists

Pricing Model: Monthly plans based on minutes

Starting Price: $235/month for 50 minutes

Price per Minute: Approximately $4.60/minute for the basic plan

Plans: https://www.ruby.com/plans-and-pricing/ 

• $235/month for 50 minutes
• $375/month for 100 minutes
• $680/month for 200 minutes
• $1,640/month for 500 minutes

Features Included:

• 24/7/365 availability
• Call answering and routing
• Appointment scheduling
• Live website chat
• Mobile app
• Call whisper feature
• Automated lead capture
• Text messaging from business number

Customer Feedback: A Trustpilot score of 4.0/5 based on 760 reviews highlights the quick response and client-driven of Ruby receptionists.

A cheaper alternative: Allô

Allô acts as a virtual receptionist service designed to help businesses manage their incoming calls and customer interactions efficiently. 

If you're looking for a tech-forward solution that blends affordability with intelligent call handling, Allô might be a worthy contender.

Here are the key details about Allô:

Pricing

• Starting Price: $20/month.

Features Included

• 24/7 Call Answering: Allô provides round-the-clock availability to ensure that all calls are answered promptly.
• Personalized Call Handling: Calls are handled according to the specific needs and preferences of the business, ensuring a tailored customer experience.
• Appointment Scheduling: The service includes appointment booking capabilities, helping businesses stay organized.
• Call Summary: AI-powerful technology that analyzes each message,  extracting  the  key information and  presenting it in a concise, easy-to-read summary. 
• Bilingual Support: The service offers support in both English and French, catering to a broader audience.
• Webhook Integration: Automation and efficiency. Webhook Integration allows you to seamlessly connect Allô's Phone workspace with your business applications.

Pricing Model

• Allô operates on a monthly subscription model, allowing businesses to choose a plan that fits their needs without hidden fees.

Allô provides a cost-effective solution for small businesses looking to enhance their customer service without the overhead of hiring in-house staff. For more information, you can visit their website at Allô.

Here’s a quick summary for you:

• Virtual receptionists act as a 24/7 professional front desk, ensuring every call is answered promptly, even outside of regular business hours. This eliminates missed calls and potential lost business, creating a positive first impression for every customer.
• Customer Experience: Professional and efficient call handling by virtual receptionists improves customer satisfaction and builds trust fostering satisfaction, and enhancing loyalty.
• Budget-Friendly Alternative: Allô presents a compelling option for businesses seeking an affordable, AI-powered virtual receptionist solution with all-in one call-handling features.