What Is Automated Voicemail? Uses Cases + More

We like to think that automation is something new, but the truth is that it’s been around for a long time in various forms. Take voicemail as an example. It’s part of an automated phone system designed to help alleviate the load on your in-house team while ensuring that callers don’t get the cold shoulder through a busy signal or infinite ringing. 

Automated voicemail systems can offer a wide range of benefits for most businesses. They come in different types to suit varying needs and can be customized to your business so that callers are never in any doubt that they’ve called the right number. Of course, it’s always better for callers to be answered by a live receptionist, but automated voicemail can be an alternative option. 

How an automated voicemail system works

Automated voicemail systems operate on a basic premise: calls are coming into the business, and no one is available to answer them. Instead, the call is routed to either a voicemail box or an automated system picks up and provides options for the caller, including leaving a voicemail.

These systems are designed for businesses with high call volumes, and they can be customized in several different ways. After a pre-recorded message, callers can leave their information and the recipient can retrieve it later when they’re available. 

Automated voicemail systems offer some important benefits, including:

• Recipients no longer have to worry about missing calls
• Recipients can retrieve messages at their leisure
• Messages can often be stored for long periods for later access
• Callers are no longer met with busy signals
• Callers are assured their message is delivered accurately to the right person

The types of automated voicemail systems

As mentioned, there are several types of automated voicemail systems in use today. Let’s break them down.

1. General messaging

The most common type of automated voicemail is just a pre-recorded message that plays for callers when they contact your business. It can provide basic information like the name of your business and operating hours, and it can also be used to promote sales and deals.

Depending on how you have the system set up, callers can either hang up and call back later (during business hours, for instance), or they may be able to press a button to connect with an operator or leave a message.

2. Voice recognition systems

Voice recognition systems are the next evolutionary step from touchtone systems. Instead of pressing a specific button to be connected with a person or department, the customer simply says what they want to do or speaks the name of the person they want to talk to. It’s more interactive and engaging than touchtone systems and offers more usability to a wider range of businesses.

The shortcomings of automated voicemail systems

Today, automated voicemail systems are everywhere. It’s hard to find a business that doesn’t use one to some degree. And that’s a good thing, at least compared to the idea that callers might get no answer at all or get a busy signal when calling.

However, automated voicemail systems do have some downsides that make them less than ideal when there are better options available. Some of the most important issues surrounding these systems include the following:

• Impersonal: Perhaps the single greatest flaw with automated voicemail systems is that they’re just so impersonal. There’s no human connection, just automated technology bridging the gap between people. While being able to leave a voicemail for an intended recipient is certainly superior to getting a busy signal or the phone just ringing and ringing, it’s nothing compared to being able to speak directly to a human being.
• Lack of trust: Few people today trust that their calls will be returned promptly, or even at all. That’s due to a couple of factors, including the fact that businesses have so many calls to return that they often don’t get to them all very quickly. Messages can also fall through the cracks if they’re deemed lower priority than other calls and moved to the back burner.
• Not solutions-oriented: Automated voicemail systems are at best stop-gap solutions and they’re not results-oriented. That is, they allow a caller to leave a message, but there’s no guarantee that the person they need to contact will receive the message (in the case of a general voicemail box) or that they will provide the information the recipient requires to understand the caller’s needs or problem, or even to return the call.

A better solution than automated voicemail systems

Once, automated voicemail systems were pretty beneficial. However, their value has waned over time with shifting audience needs and perceptions, as well as the rise of better solutions. Today, virtual receptionists can ensure that every call to your business is answered by a live human being no matter what time of day or night they come in.

A virtual receptionist service can do more than just answer calls and take messages. When trained in your business, they can answer questions, provide guidance, vet leads, transfer calls, take down caller information, and add that data directly to your CRM. It makes your callers feel seen, heard, and valued, and it ensures that your team members have the information necessary to solve the caller’s problem promptly.

At Smith.ai, our virtual receptionists are based in North America and fully trained in best practices. It’s a simple matter to introduce them to your brand’s voice and then deliver a customized answering solution. From 24/7 answering to lead screening and intake, we deliver a next-generation solution and provide benefits impossible to find with an automated voicemail system.

To learn more, schedule a consultation or reach out to hello@smith.ai.