How to use Virtual Receptionists to Offer a VIP Service Tier to Customers

Many IT firms and consultants offer different service tiers to customers, whereby VIP customers get expanded access to support staff and/or technicians for faster service. Here's how to use Smith.ai virtual receptionists to deliver a VIP service tier.

Why offer a VIP service tier?

A VIP service tier is often offered by businesses delivering technical support. There are a number of advantages, both to the business and to its customers who sign up for the VIP program.

For the business itself, an additional revenue stream is added, phone calls are prioritized and more predictable (which makes accurately staffing the phones easier), and customer retention and satisfaction is higher because expections are clearly set, leading to less churn (loss of customers). 

For customers, it gives them choices, which empowers them to utilize your services in a way that best meets their needs. Perhaps now you're offering a service that includes the cost of technical phone support, but not all clients need that. By designating a VIP service tier that includes access to phone support during business hours, you can offer a lower-cost service, which you may be able to deliver on in higher volume, and that attracts more customers you wouldn't have been able to service otherwise. And, you can also upsell a higher-cost service that adds instant access and extended hours of phone support for the customers who really value that ability to reach you and your technicians.

How to use Smith.ai virtual receptionists to deliver a VIP service tier

You can use your standard setup with Smith.ai virtual receptionists to offer a VIP service tier, so there is no extra cost to you. You'll still pay the same per-call rate, which is based on the plan you're in.

There are a number of ways to configure your VIP service tier setup. Here are a few options, but there are many more:

  • Create a dedicated VIP phone number. Ring your technicians directly, and for calls unanswered within 2 rings, a Smith.ai virtual receptionist answers and keeps the caller on the line until a technician becomes available, as compared to regular clients for whom a message is taken, and they receive a call back within 24 hours, for example.
  • Whitelist VIP clients so they bipass your IVR or phone tree and ring Smith.ai virtual receptionists directly, ensuring they reach a live person during business hours, and never voicemail. Our receptionists can even take down the caller's detailed request and create a helpdesk ticket that appears in your support ticketing system, like Zendesk or Help Scout, for easy triaging by your technicians, which saves them precious phone time.
  • Direct-connect VIP clients. Alternatively, if Smith.ai receptionists answer all of your calls, you can whitelist VIPs so they bipass the receptionists and ring you or your technicians directly.

No matter how you set up this VIP service tier, you’ll still be able to offer excellent service to your regular customers. They will just need to wait a little longer for a technician to call them back. Our receptionists can easily schedule a call-back appointment on your calendar or for your technicians.

Start delivering VIP service through Smith.ai

If you’re a current Smith.ai customer and would like to better monetize your Smith.ai service through VIP treatment, you can get started right away. Just email us at support@smith.ai with any changes you need us to make to your call handling procedures, or if you need us to create a dedicated VIP phone line.

If you're not yet a Smith.ai customer, the best way to get started is with a 30-day/10-call free trial. During the onboarding process, let us know of your interest in the VIP service tier, and we can get your phone system set up to accommodate this.

Questions? Contact Us.

We're here to answer any questions you have about VIP service tiers. You can contact us by phone at (650) 727-6484, Monday through Friday between 6:00 a.m. and 6:00 p.m. PST, or via email at support@smith.ai.



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