When calling your business, your customers expect immediate help. Most callers won’t wait longer than 1 minute for an answer.
But staffing your organization to promptly answer every incoming call — no matter the time of day — would likely put you out of business.
Even if you can afford a full-time receptionist, what happens if they take a vacation, get sick or simply can’t get to the phone?
Setting up call diversion is an easy way to prevent unanswered calls and lost business when you step away from the phone.
Call diversion, also known as call forwarding, is a feature that allows a phone owner to forward or redirect incoming calls to a landline, cell phone, voicemail message or a text messaging system.
This feature prevents callers from going to voicemail and increases your company’s availability to callers.
The goal of call forwarding is to prevent sending callers to voicemail and automatically redirect them to an open line. You can set up call diversion criteria to work in specific business instances.
Here are a few ways to use call forwarding:
Depending on your small business phone system, you can take a few routes to enable call forwarding. Traditional phone companies, such as Sprint, offer it as a service with your business account.
Newer organizations are also popping up with additional call diversion features. Numa, for example, allows you to divert incoming calls to text messaging.
Best of all, you don’t need a physical person to respond to incoming texts. Instead, the Numa virtual text assistant answers incoming requests for you or routes them to the correct person or department.
Both CallHippo and eVoice also offer the option to forward calls to one or more phone numbers.
Voicemail is the wasteland of business communication. 80% of people will hang up before leaving a message, and only 18% of people listen to voicemails from unknown numbers. Call diversion squashes the futile game of phone tag so everyone wins.
Here are a few ways all diversion can improve your operations:
Every missed call is a potential missed opportunity. By offering SMS options, your window of missed opportunity shrinks considerably.
Considering that 75% of Millennials and Gen Zers would rather text than talk over the phone, SMS should be core to your strategy.
Numa gives incoming callers the option to text your business, so you can answer more calls without the extra manpower.
The AI engine can answer customer questions immediately, compared to voicemail, which can take hours to respond.
Numa works with your existing landline phone and gives you one streamlined view of communication from the Numa app.
In 15 minutes, you can divert incoming calls to your existing business landline to text messaging and drastically improve the customer experience.
Want to see call diversion in action? Schedule your free Numa demo today.