Managing Client Calls – Which Service to Choose?
February 2, 2010
Even Online Businesses Need to Answer the Telephone
An important part of any business, virtual or brick and mortar, is making sure to have reliable methods of contact.
The most traditional, and still very important contact method is via telephone. I know business owners and managers whom insist that picking up the phone is the best way to do business, and further, if a company is not available by phone, then they lose out on their business. While I may not agree with their stance, it does illustrate the importance of having a reliable business line.
Many entrepreneurs and small businesses struggle with choosing the right amount of service.
- Do you have need or want a 1-800 (or toll free) number?
- Do you have need or want a fax service?
- Do you want call forwarding or mobile access?
- What kind of long distance plan will you need? (Are your calls within Canada/US or worldwide?)
- Do you have a need for more than one line (Customer Service vs Sales?)
Those that run their business from a home office have something further to consider; is there a dedicated phone line that is separate from the personal/family line? Is there a chance your 12 year old will pick up a client call and forget to take the message, or that the dog barking in the background will interrupt you? There may be parts of the day/week that you are simply unavailable to answer the phone; perhaps you are out of the office, or need that quiet time to finish a big project.
So, what are the options?
Unfortunately, Canadian businesses have less choices than our southern cousins. For example, Google Voice, while it looks like a great service that would satisfy needs for a toll free number and voicemail, is only available in the United States. Those of you who have looked into Merchant Accounts, or Affiliate Programs know that this is a common issue for Canadian businesses. We simply have less choices available to us.
The first place I checked was with my telephone providers; my land line and mobile phone. In my area, the local telephone company is Telus. They do provide telephone/internet bundles for small businesses, and overall, I found their prices to be quite competitive: Telus Small Business Bundles. Something to note: internet fax is not included and must be paid for as a separate monthly service starting at $12.95.
After looking into several solutions, I chose RingCentral for my business line. While there are many other companies out there offering similar services (one Canadian company is Freedom Voice Systems), RingCentral simply had the flexibility and options that I wanted.
Their feature list is extensive, including:
- Toll free or local number for voice & fax
- Virtual PBX with Extensions
- Voicemail with free email delivery
- Auto-receptionist (your own voice recorded, or select a pre-recorded option)
- Internet fax with free fax software
- Advance call management
- Call forwarding with answering rules
- Online account management
If you’re wondering, yes, I am an affiliate, and by clicking the link I may receive commission if you choose to sign up for one of their services. I have been with them for a year, and have had great support from their Customer Service when I have needed it. I have come to rely and depend upon their service, so I am happy to refer them as a business solution.
If you’re not looking for call management or fax services, there are other options. A quick search on Google.com reveals Toll Free phone services that forward 1-800 numbers to your existing line: Tollfreeforwarding.com is one that I found to be available to Canadians. The costs though, in my opinion, are comparable to that of Freedom Voice or RingCentral’s more inclusive packages, so it may be worthwhile to comparison shop.
When it comes down to it, your phone needs are as unique as your business, and you do need to take time to consider all the options. Remember, what serves your needs now needs to be able to grow with you into the future!
What do you use for your business? I’d love to hear from you – please post your comments!
photo courtesy of Lumaxart
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