Automated Phone System vs. Virtual Receptionists: Which is Better for Your Small Business?

With phone systems increasingly used for communication, small businesses are looking for better ways to manage incoming calls. Phone systems are critical to the overall customer experience for quick responses or streamlined customer support. 

Many businesses face a common choice: They can manage their phone service using automated phone systems, such as an IVR with auto attendant features, or live virtual receptionist services.

Studies have shown that 86% of customers prefer human customer service agents over automated systems, especially when dealing with complex issues. But this may not always be the case. 

In this article, we will compare the differences between automated phone systems and virtual receptionists like PATLive to help you decide which one is right for your small business.

What is an Automated Phone System?

An automated phone system is a technology-driven solution that helps businesses manage and route incoming calls without a live agent. It uses pre-recorded messages, menus, and voice commands to guide the caller to the correct department or person. 

Automated systems can be as simple as a voicemail setup to more advanced Interactive Voice Response (IVR) systems that offer multiple menu options, call routing, and integration with other communication tools like VoIP or customer relationship management (CRM) systems. They are also self-service based and can integrate with SMS/text messages for interactions. 

Here are the most common features to know of the best auto attendant: 

• IVR Menus: Callers can navigate options using their voice or pressing numbers on a keypad.
• Call Routing: Inbound calls from specific caller IDs are automatically directed to the correct department or team member based on the caller’s input.
• Voicemail and Voicemail Transcription: Records messages from callers when they can’t be connected to a live agent and transcribes them. 
• Call Recording: Logs phone calls for future reference or legal purposes.
• Call Forwarding: Calls are forwarded to mobile phones or other departments if needed.
• Pre-recorded Greetings: You can configure custom greetings to play when callers call into the system.
• Call Queues: Holds multiple calls in a line so customers are dealt with in the order they called.

Pros of Using an Automated Phone System

• Cost Effective: Automated systems require less human resources so incur less operational costs.
• 24/7 Availability: IVR systems can handle calls outside business hours so round the clock service.
• Scalable: Can handle high call volumes/number of calls without needing to hire more staff or having high wait times.
• Consistency: Provides uniform messaging, more advanced features, and good customer experience so every caller gets the same information.

Cons of Using an Automated Phone System

• Lack of Personal Touch: Automated systems lack the warmth and adaptability of live agents which can annoy some callers.
• Complexity for Callers: IVR menus can be confusing especially if not user friendly or having too many layers to navigate.
• Missed Opportunities: Without live agents, businesses may miss out on building strong customer relationships or solving issues in real-time.
• Technical Issues: VoIP or cloud based systems may experience technical difficulties that can disrupt service especially in areas with poor internet.

What is a Virtual Receptionist?

A virtual receptionist is a remote, live person who answers phone calls, messages, and other admin tasks for a business. Unlike automated business phone systems that only use bot auto attendants, pre-recorded messages and IVR menus, virtual receptionists are real people who talk to callers in real-time. They often use VOIP phone technology. 

Virtual receptionists can provide the human touch that many customers expect so calls are handled with care and compassion instead of an impersonal auto attendant phone system. 

Here are some of the services they provide: 

• Call Handling: Virtual receptionists answer incoming business calls, make call transfers to the right team member, or take detailed messages if needed.
• Lead Capture: They capture information from potential clients, so no opportunity is missed and convert inquiries into customers.
• Appointment Scheduling: Many virtual receptionists manage appointment booking systems so schedules stay up to date.
• Customer Support: They can provide basic customer service, answer questions, troubleshoot or escalate to the right department.
• Order Processing: In some industries, virtual receptionists can process orders or provide basic sales information.
• Follow up and Callbacks: They can call customer phone numbers for follow-ups so any open issues are resolved ASAP.

One of the biggest benefits of using virtual receptionists in your call center is the human connection. Unlike automated phone systems, virtual receptionists go beyond regular functionality and also offer up natural conversations, and can understand the caller’s tone, emotions, and needs. 

This human interaction builds relationships, trust, and often higher customer satisfaction. Virtual receptionists can adapt to the situation and make each caller feel valued and get personalized, empathetic service. 

This is a key differentiator for small businesses to stand out in a crowded market.

Automated Phone Systems vs. Virtual Receptionists: A Side-by-Side Comparison

Here’s how the two compare and contrast. 

Customer Experience

Automated phone systems use pre-recorded messages and IVR menus. Callers have to navigate through options using their keypad. While this is fine for routine questions, it can be off putting for customers who want to speak to a live person. 

Virtual receptionists provide a more personal experience, talk to callers in real time and offer real empathy and understanding. This level of personal interaction leads to better customer satisfaction and stronger relationships, so callers feel valued and heard.

Flexibility and Customisation

Automated call systems can be customized to some extent – such as through custom greetings or call routing – but virtual receptionists take it to the next level for businesses. 

Receptionists can adapt to customer needs, offer tailored recommendations and manage more complex tasks like appointment scheduling or detailed lead capture. They can also handle unexpected situations, something automated systems can’t match.

Lead Management

When it comes to leads, having a real person like a virtual receptionist makes all the difference. Automated systems can collect the basics but a virtual receptionist can ask follow up questions and make sure the client is informed about your services. 

Receptionists can take care of lead nurturing, making calls, and following up with interested parties – something automated systems can’t do. 

That human touch in lead management can really boost conversion rates and grow your business.

24/7 Availability

Automated phone systems can offer 24/7 availability so callers can get information outside of business hours. But a virtual receptionist offers an even better solution by providing live support around the clock. 

Whether during business hours or after, a virtual receptionist will answer the calls, handle the inquiries, and make sure no lead slips through the cracks. 

This level of availability is a big advantage for businesses that need continuous call coverage.

Bilingual Support

In a more diverse market, being able to communicate with clients in multiple languages is crucial. While some automated systems offer pre-recorded options in different languages, a trained and bilingual virtual receptionist can have a real-time conversation in multiple languages and offer a more personal and responsive service. 

This will greatly improve the customer experience for non-English speakers and make your business more accessible.

Scalability

As your business grows, the need for call management and customer support grows. While some automated systems can handle unlimited calls, they can’t offer the same level of service as a live person. 

Virtual receptionist services can scale with your business, adapting to multi-level service requirements and changing customer and business needs. 

Receptionists can be trained to handle industry-specific tasks, more complex workflows, and deliver a personal experience no matter how big your business gets. Some even get trained for video meetings, acting as the true face to your customer service in the video conferencing space.

Benefits of Choosing Virtual Receptionists for Your Small Business

With virtual receptionists on your side, you can say goodbye to endless notifications in your voicemail boxes from phone numbers you don’t recognize. 

Here’s what you can gain from choosing a virtual receptionist today.

Here are the main benefits to know. 

Personalized Customer Care

Unlike automated systems that are stuck in IVR menus, virtual receptionists can adapt to each customer’s needs and offer tailored responses in real-time. This human interaction helps build better relationships, shows empathy when dealing with inquiries or concerns, and makes customers feel valued and heard. 

Personalized service like this will leave a lasting positive impression on callers and enhance the customer experience.

Improved Lead Conversion

With virtual receptionists, you don’t just get someone answering your calls—you get a professional who is skilled in lead management. The ability to talk to potential clients, answer specific questions, and follow up in real time gives you a big advantage. 

Virtual receptionists can collect lead information, book consultations, and make sure follow ups are completed—all of which will improve lead conversion rates. 

By handling inquiries and helping potential clients through their buying process, virtual receptionists can turn incoming calls into real business.

Cost-Effectiveness

Automated systems may seem cheaper but they don’t provide the same value as virtual receptionists. Missed calls and poor customer interactions mean lost opportunities and lost revenue. 

Virtual receptionists provide cost-effective solutions that give you a better return on investment by making sure every caller is handled. 

Bonus: You don’t have to invest in expensive phone systems, software, or training. 

Professional Image

Having live people answer your calls gives your business a more polished and consistent brand. Virtual receptionists can handle your calls with professionalism, so every interaction leaves a good impression. 

Greeting clients, answering FAQs, and handling customer complaints can be done with a consistent tone and messaging which reinforces your business’s reputation and professionalism. 

By having live call handling, you show your business is reliable and attentive and projects an image that inspires confidence in clients and partners.

PATLive is the Better Choice for Small Businesses

When comparing automated phone systems to virtual receptionists, the clear winner for most small businesses is the personal and adaptable service that service providers with virtual receptionists offer. 

PATLive’s virtual receptionists give you personal customer care, more lead conversions, and greater professionalism all without the steep learning curve or limitations of automated systems.

By choosing PATLive, your business gets:

• 24/7 availability
• real-time interaction 
• support from highly trained receptionists 
• web chat services
• higher customer satisfaction and more leads converted into clients

With flexible pricing and the ability to customize your call flow, PATLive’s team is ready to support your business growth.

Try PATLive today and sign up for a 14-day free trial. 

Let us handle your call management like your customers deserve.