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Today, Customers Dictate How They Want to Interact with your Business

Let’s face it—the Internet has irreversibly changed how people find information. We’re able to search for anything, at anytime, and in seconds find more results than we can handle. With all of this information at our fingertips, it is now simply a matter of completing an online transaction or contacting the preferred provider to achieve our original intent.

However, this consumer convenience may also bring complications for brands. Because consumers are able to search for information in real time, they now also expect that brands will interact with them in real time. It’s a behavioral side effect that challenges many businesses to rethink their entire digital strategies.

A business built digitally

Let’s take my business, Davinci Virtual Office Solutions, for example. We are a Utah-based company that supports almost 20,000 small to mid-size businesses with live receptionist services, virtual office addresses, and flexible meeting spaces. Davinci Virtual markets its products and services strictly online, directing all prospects to our company websites. We look at our Web properties as our “high-end retail stores” and make sure all sites are well designed, informative, and easily navigated—offering a straight path to transaction.

Because our market has become quite competitive over the past years, digital advertising expenses have increased and online conversion rates are more critical than ever to ongoing success. To ensure maximum return and conversion rates, we translated basic business 101 rules into our digital interaction approach.

The following are a few of the more notable ones:

1. Give the customer what they want …

Davinci Virtual takes advantage of real-time digital visitor intelligence to match a user’s specific search terms with the right online ad. We then direct the prospect to the product page that best matches that interest. We often present related cross-sell or upsell offers.

2. Service is everything …

Once a prospect is browsing one of our websites, a Davinci Virtual sales or customer service agent will invite the visitor to a live Web chat session. The main purpose is to welcome the person to Davinci Virtual, and to specifically address any questions and/or assist with the purchase process—all instantly, and in-channel.

3. The customer is always right …

At any time, the customer can choose how they would like to communicate with our company. They can elect to complete their online visit without any personal interaction, or they can opt to use the live Web chat tools to communicate with our team members. They also have the freedom to use our Click-to-Call tool to speak directly with one of our agents.

How’s it working so far?

As our websites function just like retail stores, it is imperative that we take advantage of every technology available to affect the overall customer experience and bottom line. All of the above scenarios are being enabled by an easily implemented digital engagement platform from LivePerson.

We are able to touch 90 percent of our website traffic though either live chat or phone, and many customers take advantage of both channels based on their need. This approach has been one of the key factors in growing our overall conversion rate to almost 30 percent.

Today, 15 percent of Davinci Virtual’s online sales transactions are completed via live chat, and the conversion rate sits at a strong 26 percent. Some of the contributing factors include customer targeting, skills-based routing, detailed response content, and a better overall use of live chat by our sales force.

Not only has digital engagement increased conversion rates, it also has the value per transaction through intelligent cross-sell and upsell strategies. Specifically, we are achieving average order for live chat sessions increase by about 25 percent.

In the digital era, prospects and customers have reserved the right to choose how they want to communicate and interact. It is our job as business owners to create the best possible user experience.

Embrace the opportunity and be available to assist your customers where and when they choose to engage. Your customers will thank you.

About Davinci Virtual Office Solutions

Davinci Virtual is the leading provider of turnkey virtual office solutions. Davinci's virtual offices and services include local or toll-free telephone and fax numbers, digital voicemail, electronic fax, email, online command center, unified messaging, conferencing, voicemail to email, fax to email, professional live receptionist services, virtual assistants, live call answering, screening and forwarding, find me, follow me, surveys, live web chat, outbound calling, customer service, appointment scheduling, order taking, and much more.

Davinci offers virtual office locations and virtual office services worldwide. With professional business addresses in over 900 locations, mail forwarding, lobby and directory listings, access to over 3,000 conference rooms and day offices, catering, administrative services, virtual assistants, business support centers, resident agent services, license hanging and more. Davinci Virtual helps businesses maintain a global presence on a local budget.

For more information, visit www.davincivirtual.comwww.davincimeetingrooms.com or www.davincireceptionist.com.

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What is a Virtual Receptionist and other Frequently Asked Questions about Virtual Receptionist Services

As the owner of a smaller business or firm, you may have heard of virtual receptionists. There is a lot of information to take in, and sometimes it can be overwhelming. Hiring the help you need doesn’t need to be difficult. That’s why so many businesses turn toward virtual receptionist services for assistance.

Perhaps you may be confused about what a live receptionist does, or maybe you aren’t sure about the costs. In order to eliminate confusion, here are just a few frequently asked questions about virtual receptionists:

What is a virtual receptionist?


A virtual receptionist performs customer service tasks on behalf of your business with features such as live phone answering, call screening and transferring, email and schedule management, order processing, and answering customers inquiries—all in real time. These are just a few standard tasks that live virtual receptionists provide. They can also handle administrative tasks and engage customers with live web chat.

Live receptionist packages include a team of professional receptionists to answer and direct incoming calls, toll-free and local phone/fax numbers, appointment scheduling, order processing, call tracking, voicemail and voicemail-to-email, and a complimentary conference call platform for far less per month than hiring a full-time staff member.

How do the service packages work?


Service packages vary depending on the provider. At Davinci Virtual, there is no contract term, only a base monthly rate. This way you can use all of the available services as you need without being locked into a long-term contract. With a variety of packages to choose from, you can be sure that you are receiving the exact service you need for your business.

The base rate includes everything from scheduling, order processing, and inbound/outbound calls. Unlike their competitors, Davinci bases call volume on second increments without rounding to the nearest minute. The only additional cost is based on call volume. If at any point you become worried about going over on minutes, you can always upgrade your package and still stay on budget.

How do the calls work after-hours?


Live receptionists are available to answer calls Monday through Friday from 8 a.m. to 8 p.m. However, automated services are available 24/7. This way, your customers will never be left without the professional and friendly interaction that live receptionists cultivate, night or day. Your customers will be greeted with a personalized greeting by an automated system that can still screen and forward calls, or just put them to voicemail.

Live receptionist services ensure that your customers are always satisfied, both during and after business hours.

Can they perform tasks specific to my industry?


Whether you are a small healthcare provider seeking a healthcare receptionist or an attorney with a small practice in need of a law office receptionist, there are live virtual receptionists qualified to assist with tasks particular to your industry. They can project the professional your firm needs, or meet all the HIPAA requirements for your healthcare organization.

While these may be some of the most popular industries, live virtual receptionists are trained for many other kinds of businesses like real estate, media and advertising, and service industries. Whatever your business does, there are qualified professionals available to help you project the same professional image as the big guys at only a fraction of the cost.

Can they do administrative work for me?


Live virtual receptionists can do much more than the standard features. They can also do administration projects for you, including but not limited to data entry, scheduling flights, or any other work that moves beyond the general phone tasks. Though this is not a standard feature in the packages, you have the option to pay for the time you need at the end of the month with your regularly scheduled base payment.

While these are only a few of the most frequently questions about the responsibilities of a receptionist, you can find answers to all of your questions. Find out more about virtual receptionist services by contacting Davinci Virtual today or reading more of our frequently asked questions here.

 
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10 Ways a Virtual Receptionist Differs From a Virtual Assistant [Infographic]

This post was originally posted on our Davinci Live Receptionist Blog.

Davinci Receptionist Services is proud to present this infographic guide that showcases ten ways that a virtual receptionist differs from a virtual assistant.

Contact Davinci Receptionist Services to learn more about what a virtual receptionist can do for you today.

To share this infographic across social media use the image below.

 10 Ways A Virtual Receptionist Differs From A Virtual Assistant | Davinci Virtual

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Small business and entrepreneurship: How to Run a One-person Business

Not everybody is willing to take the leap to starting up a one-person business. Running a single-person shop means playing all roles—accountant, sales, customer service, receptionist, etc. And though it seems tough, it also has its major benefits. You’re free to schedule your own hours and have more flexibility in making time for other opportunities, such as vacations or personal appointments.

As your business demands that you play so many roles, you will need to become an expert time manager to ensure that all the needs of your business are satisfied. And just because you’re the only official employee, it doesn’t mean you can’t have help. There are several must-have tips and tools every small business and entrepreneurship should know about:

Time management


It will be crucial for you to calendar out important tasks to ensure all business matters are accomplished. Try delegating certain days of the week for specific tasks. For example: Monday = customer service, Tuesday = invoice processing, Wednesday = new business marketing, Thursday = website management and improvement, and Friday = bill pay.

Don’t let yourself get bogged down with administrative tasks. In order for your business to thrive and grow, you’ll need to constantly seek new business opportunities and even consider the possibility of outsourcing.

Outsource


Just because you are a one-person business, it doesn’t mean you have to do it all. Don’t be afraid to outsource a bit and utilize helpful third-party resources. It’s hard to set a dollar amount on your own hours when you’re running the show, but time is money! Instead of spending hours learning Photoshop to fix a graphic for your website, trying to learn code to change a part of your site, or scheduling appointments, outsource! Use that time to generate new business instead and pay an expert to do those tasks for you quickly and efficiently. Some helpful outsourcing resources might include copywriters, web developers, graphic designers, SEO experts, and virtual receptionists.

Virtual receptionists


Are you sick of managing the responsibilities of a receptionist when it comes to your business? The never-ending phone inquiries alone seem to take up most of your time. Sometimes you might be tempted to ignore a few calls, though you realize it could be an important business lead. This is where virtual receptionist services come in. By hiring a virtual receptionist, you’ll have a person, trained in specifics about your business, doing whatever you need them to when it comes to managing incoming calls, forwarding calls, scheduling appointments, taking messages, voicemail management, order processing, and even customer service. Time is money! Freeing yourself of these busy tasks means your talents can be spent elsewhere. Davinci’s virtual receptionists are U.S. based and work in an office setting—ensuring your virtual receptionist will always stay focused and professional.

Virtual office space and meeting room rentals


Davinci Virtual also offers businesses virtual office solutions—offering a much more affordable option for those that don’t have a need to lease and furnish an office. By signing up for Davinci’s virtual office services, you’ll have a physical location that you can use for your business address. The onsite staff will ensure any mail sent to your virtual office is forwarded to you. You’ll also have access to meeting room rentals and office rentals at this space and other locations to rent for days or hours at a time. The Davinci meeting room booking system also offers meeting room rentals across the globe so you will have access to professional meeting spaces when you’re traveling. The best part about Davinci meeting room rentals is they are fully stocked with all of the amenities you might need to keep your meeting professional and effective.

Web and social media presence


Don’t let yourself go unnoticed. Utilize all of the social media tools to establish your brand and spread the word about the services you offer. Most importantly, be active on your business’ social media accounts.

Be sure you are implementing search engine optimization (SEO) best practices so you are searchable. You would be surprised at how much new business will come from simple SEO.

Take your one-person business to the next level by contacting Davinci Virtual Office Solutions today.

 
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Chat Agent Heroes Recognized at LivePerson Aspire 2014

The following article in it's entirety can be found on LivePerson's Blog.  We have posted a portion of the original article highlighting our talented employee Briana Gonzales.

Chat agents are like shopping superheroes. They have the potential to surprise, delight, and even protect brands’ most valuable assets: customers.

At this year’s Aspire event on October 8, LivePerson recognized 10 exceptional chat agents with its Meaningful Connection Awards. Winners were nominated by fellow colleagues based on their ability to demonstrate innovation, personality, conflict resolution, and more—all through chat.
LivePerson Meaningful Connection Award Winners LivePerson's CEO and Founder Rob LoCascio (left) and the 2014 LivePerson Meaningful Connection Award Winners. Davinci's Briana Gonzales is second from the left.[/caption]

The Adventurer: Briana Gonzales, Super Agent, Davinci Virtual Office Solutions

The career journey of a chat agent can be an adventure, and that is precisely what our Adventurer award winner, Briana Gonzales of Davinci Virtual, has done. She started off about three and a half years ago chatting as a member of the Green Team, and then graduated to Davinci’s Yellow and Red teams, eventually reaching the pinnacle of what the company calls Super Agent. Find out how Briana helped a customer who didn't speak English through the entire customer journey—from awareness to purchase—by reading or watching her Agent Connection Story.

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