Answering service, receptionist or AI: which is right for a small business?

If you can't answer the phone while you're working, you have three main options. Each is good at something different, and the right one depends on how your business takes bookings.

A human answering service

• Real people answer for many businesses, usually from a script.
• Good for taking messages and passing them on.
• Usually can't see your diary, so booking tends to mean a callback later.
• Often charged per call or per minute, with extra for after-hours.

A part-time or full-time receptionist

• The best personal touch, and they can do other jobs around the place.
• The most expensive option, and they're only there during their hours.
• Sick days and holidays leave gaps.
• Worth it when you're busy enough to keep them occupied.

An AI receptionist

• Answers every call straight away, at any hour, and doesn't get tired.
• Works best when it can see your diary and prices, so it can book and quote instead of just taking a message.
• Handles routine calls well, but isn't a person. Unusual or emotional calls need to be passed to you.
• Typically cheaper than a person, and the cost can be fixed rather than per call.

How to choose

1. Count your calls. If you get only a few a week, voicemail and a quick return call might be enough.
2. Look at what callers want. If most want to book or ask a price, a service that can book is worth more than one that takes messages.
3. Think about your busiest times. That's when calls go unanswered, so the answer needs to work then.
4. Check the diary. A receptionist, human or AI, is far more useful if it can see when you're free.
5. Try before you commit. A free trial, or ringing a demo line, tells you more than a brochure.

Where WorkRoute fits

WorkRoute is an AI receptionist built for small businesses that take bookings by phone, from tradies to hairdressers. Sarah answers on about the second ring, quotes from your own price list and books into WorkRoute's diary. It has a free 14-day trial, and you can ring the demo line on 07 3522 6422 to hear her first.