In an increasingly competitive environment, financial advisors are realizing that they must deliver top-notch customer service to attract and maintain a strong client base. But small advisory firms can struggle to find room in their budget for dedicated support staff.
“Giving a VIP client experience is the number one source of referrals and happy clients,” says Jill Nelson, founder and CEO of Ruby Receptionists, an Oregon-based company that provides remote receptionists to small businesses.
To help provide clients an individualized experience, Ruby Receptionists designed a mobile app that expands upon traditional receptionist services. The app offers the flexibility to choose when to have a Ruby receptionist answer or when to forward calls directly to advisors. It also syncs to advisors’ contacts and calendars, and allows users to give receptionists real-time updates on their schedules and availability.
Another feature links advisors’ business number to their mobile device, enabling them to take business calls on the road, at home or in the office. “Advisors can eliminate their company phone bill, bring their phone number into Ruby, and display the company’s name and number on caller ID to their clients, even if they’re out of the office,” says Nelson. “That type of consistency can be especially important for VIP or new clients.”
Nelson notes that despite the proliferation of text and email, a phone call is as important as ever—especially when dealing with sensitive matters like personal finance. “You might think Millennials prefer texting, but they’re also a generation that wants instant communication, so the phone call remains crucial,” says Nelson. “Even in a high-tech world, research shows that phone calls build trust more than any other touchpoint.”
