Ensuring you select the proper virtual receptionist company for your business can be a daunting task. There are several services available and although cost can be a driving factor you may wish to expand your research to ensure quality, knowledge, and flexibility.
We spoke with Tanya Lamont, President at Conversational, to gain some insight about Conversational from its grassroots to its current standings among the leaders within the virtual receptionist industry.
How established is the business?
Conversational was established in 2014. After working in business management positions throughout several industries such as healthcare, legal, beauty, and even dabbling independently in technology, customer service became a passion to President Tanya Lamont. She made it her focus to ensure other businesses had the tools to succeed. “Starting a new business is overwhelming to some and hiring excessively especially in those start-up months can be hurtful to a new business’s overhead and success. On the other hand, new businesses want to ensure they provide the proper face to their business, making sure clients feel heard in order to build client loyalty, but also to grow the business. Conversational’s virtual reception services help entrepreneurs maintain both aspects and guide them through how to get started and how to expand services along the way.”
How is Conversational keeping up with changes in technology and communication?
Conversational has a leg up above its competitors through its sister companies in the technology industries. Lamont stated, “Add this too with my own understanding and passion for technology and how it can be used to grow our virtual receptionists’ services, we are creating new methods of communication and services, ensuring we stay fresh and innovative within our industry.”
Where are Conversational’s virtual receptionists located?
“Conversational strategically hires throughout North America,” said Lamont. She was passionate about their hiring strategies and went on to elaborate how this allows for local virtual receptionists that know how our clients’ industries work as well as the areas they serve or sell within. “Not only does this benefit our clients but spreading our staffing out across the country allows us to lower turn around among our receptionist pool, by providing flexible working schedules for a better work/life balance.” Conversational places high regard to their front-line staff and are invested in their success unlike any company further stating, “We are more like family than colleagues, and our success is dependant on their abilities, so we invest heavily within each and every one of them”.
What are the key features of your virtual reception services?
“Conversational provides a large list of features as like any other virtual reception services. Message taking – client intakes – scheduling services, etc. However, Conversational is most proud of our ability to customize for our clients.” Lamont also discussed how many of its competitors promote customization but truly do not treat each business as a unique entity, placing them in a cookie-cutter service that doesn’t really suit their needs. “We listen to the hurdles our clients face and work to make those our objectives to overcome.” You don’t get that value in a standardized service.
Who are among the top industries in which you serve?
Although there is no industry or business size Conversational doesn’t work with, President Tanya Lamont stated among its top industries served would be Legal, Medical, and Beauty. “Dealing with each comes with its own unique security, and service protocols as well as knowledge, for this reason, we ensure our virtual receptionists are diverse in the knowledge required to support those businesses successfully”.
What is training like for your virtual receptionists?
“Training is the biggest tool in our pocket” stated Lamont. Ensuring each virtual receptionist is diverse in customer service etiquette, terminology, software, and protocols for each industry is vital to ensuring success in their roles. “Our onboarding process is rigorous to ensure the proper team members are added, and our clients notice the difference this makes. We work to determine where each receptionist is strongest and try to assign those to the appropriate industry for their skillsets.”
What has your customer feedback been like?
The feedback is overwhelming from Conversational’s client pool about their services and often speaks on how the cost point is far below the value it adds to their business. “We have partnered with a few entities to collect direct reviews from our clients via Consumer Affairs and most recently Clutch.co and the feedback is marvelous!” stated Lamont. “This is why we do what we do, and it makes us more driven with each review we receive”
What does the future have in store for Conversational?
With a giggle, Conversational’s President stated “It’s funny you ask that! Conversational is currently in final development stages of some exciting new services for our clients.” Although Lamont would not elaborate on what those were, she wanted to alert us that those would begin surfacing in mid to late 2022 and into 2023. Sounds like we may want to meet again in a year to discuss those changes!
We hope you enjoyed learning more about Conversational and what makes them a leader in the virtual receptionist industry, and we look forward to hearing more about those future developments and look forward to re-interviewing President Tanya Lamont again soon.
For more information call one of their sales experts today at 855-933-3826 or visit their website at conversational.com.
