Should You Ring or Should You Reply?

A virtual receptionist is not only tied to the phone. Emails are also used by VRs to touchbase with their clients. However, since telephone communication is their main strength, the contention whether to ring instead of to reply a client is always present.

When is it best to ring (phone) than to reply (email)?

• Ring if, for some reason, your client is upset. When addressing sensitive matters with strong emotions involved, giving an urgent call shows that you care. It also eliminates the possibility of misinterpreting even a carefully-written reply sent through an email. The power of a friendly and concerned tone over the phone can spell a world of difference.
• Ring if you need to explain a complicated call or a long message received. When providing the details of a complicated call or message, you will have to make a long retaliation about it as well. It will take time if you do it on email. You need to find the right words, string them coherently and hope that the client will not have any questions or need for clarifications after that. Calling to explain not only saves you time and effort of explaining, but also provides your client the opportunity to ask you when something is not so clear.
• Reply if it is just a minor, non-urgent matter you need to inform the client about. If it is just to remind your client about an upcoming meeting he will be having (which your client will be most likely informed about too through an alternate route such as a phone or calendar notification), then a simple email should do. Otherwise, calling your client to remind him of every minor detail about his day can potentially be a source of annoyance. 
• Reply if you need to send clients’ files of official documents he specifically requested you to accomplish or gather. The age of snail mail is definitely out and the convenience of an email reply should not be discounted at all costs. 

At the end of the day, if you feel like calling, trust your instincts and go ahead. More often than not, it is easier, quicker and better for virtual receptionists to just give their clients a call than emailing them. You get their attention and you can engage with them with  thorough feedback process. Also, calling allows you to make a great impression. Whenever there is an opportunity to make an impressionable statement, get it. It doesn’t come so often.