Can you share any success, metrics, or overall results of your integration of this service?
I could probably do a bit of digging, but if I had to ballpark it without looking at a list of invoices, I would say that we’re reclaiming about 60% of the opportunities which were lost before. The reason for this number is that, sometimes, the people calling in are not really qualified leads, are not a good fit for us, or they’re actually people trying to partner with us rather than potential clients.
Something unanticipated which has surfaced is that, even though we thought we were getting all our calls in the email, many more people were calling the Google number and dropping off without leaving a message. When we first pushed to Voice Nation, I was shocked at how many phone calls we were getting. It turned out that we had been getting them all along, but people simply didn’t want to leave a message.
Were there any features/tools that you were really impressed by offered by Voice Nation?
What impressed me the most was that Voice Nation was willing to let me custom select fields which I required the people answering the calls to fully fill out and submit to us. I didn’t want to receive a contact’s name without their company name, for example, because then I wouldn’t be able to research them on LinkedIn and figure out more information before calling back. A phone number is important as well, obviously. We’re thinking about adding email as well, for the cases when we can’t shoot prospects a quick phone call back.
Looking back, are there any areas of the service that you feel could be added or improved upon?
I’ve tried to pretend I was someone else and called Voice Nation just to see how they performed. I had a pretty good experience; the first guy I talked to blew me away, and I thought I needed to hire him, which I technically did. I’m not sure about the consistency of the people answering the phone, but I’ve never had a client say that we should let go of our secretary, so I assume we’re getting nice, consistent professionals answering the phone.
Have you had to interact with the answering service’s support team or reference their support resources?
If we have any problems, we can simply call one of their representatives and have the issue fixed.