The Top Automated Phone Systems for Small Businesses in 2024

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Constant interruptions from phone calls can seriously impact your ability to efficiently run and scale your small business. You lose precious time answering the phone and directing callers, which can be a source of ongoing frustration and a big productivity block. 

An automated phone system can solve these challenges. These systems handle call routing and management automatically, freeing up your time and improving efficiency.

But with so many available options, choosing the right system for your business can feel overwhelming. In this blog, we'll guide you through setting up an auto-attendant system and introduce you to the best automated phone systems for small businesses. Discover how to improve the customer experience, save time, and increase efficiency with the right automated phone system. 

TL;DR

• Pros and cons of using an automated phone system for small businesses

• Strategies to avoid potential drawbacks of these solutions

• Breakdown of five top automated phone systems for small businesses 

• Step-by-step guide to setting up an auto-attendant system

The Challenges of Running a Small Business Without an Auto-Attendant Phone System

In our 2024 The Voice of SMBs report, 72% of small businesses expressed that their main focus next year will be customer satisfaction. But keeping customers happy is a major challenge when you can’t stay on top of their calls and queries. 

Running a small business without an auto-attendant phone system can lead to several obstacles that affect both your team and your bottom line, including:

• Higher staffing costs: Manual call handling often requires additional staff to manage phone lines, increasing your operational expenses.

• Poor customer service: Without an automated system, customers may experience long wait times or difficulty reaching the right department, leading to frustration and dissatisfaction.

• Missed sale opportunities: Important calls can go unanswered or be routed incorrectly, resulting in lost sales and potential revenue.

• Inefficiency: Your team spends valuable time managing calls instead of focusing on core tasks, reducing overall productivity and effectiveness.

• Lack of professionalism: A busy phone line with no proper routing can give customers the impression of disorganisation, potentially harming your business’s reputation.

Addressing these challenges with an automated phone system can streamline your operations, improve customer satisfaction, and ultimately drive growth for your business.

Pros and Cons of an Auto-Attendant Phone System for a Small Business

Automated phone systems can help you improve operations, increase efficiency, streamline communications, and enhance customer satisfaction are essential goals for many small businesses. Here are some of the benefits and potential drawbacks of using automated customer service for your small businesses. 

Pro: Increased customer satisfaction

We’ve found that 48% of businesses feel AI-supported tools help drive customer satisfaction. Auto-attendant systems, often enhanced with AI features, provide small and medium-scale businesses with a more organised and streamlined approach to handling customer calls, which can lead to higher customer satisfaction. 

Auto-attendant systems also reduce wait times and ensure customers are directed to the appropriate department or representative, increasing the likelihood of resolving their inquiries quickly and effectively.

Con: Lack of personalisation

One of the main disadvantages of using an auto-attendant system for your business is the inability to customise the greeting or message. 

Customers who are greeted by an automated system instead of a human may feel like they are not getting personalised attention. This can lead to frustration and decreased customer satisfaction.

Pro: Reduced costs

Auto-attendant systems reduce the need for a dedicated receptionist or operator, helping minimise your business expenses.

With an auto-attendant system in place, calls can be routed automatically, reducing the workload on employees and allowing them to focus on other important tasks. And with features like voicemail, businesses can ensure they never miss a call, even outside business hours.

Con: Potential frustration for customers

Another potential drawback of having an auto-attendant system is the risk of frustrated customers who may not get the attention they expect.

If the system isn’t set up properly or is too complex, customers may struggle to navigate it and feel frustrated. This can result in a negative customer experience and could even lead to lost business.

Pro: Improved efficiency

By automating call routing, companies can reduce the time and resources required to handle calls manually. This can free up employees to focus on other tasks, such as providing customer support or completing important projects. 

Auto-attendant systems can also provide valuable insights into call volume and duration, allowing businesses to identify areas where they can improve their operations further.

Con: Lack of flexibility

Some auto-attendant systems may lack flexibility, so if you run a business with unique needs that aren’t easily accommodated by an automated system, you may discover that you have limited options for personalisation. 

This could result in a subpar service or sales experience and impact customer satisfaction and loyalty. 

Avoiding Potential Drawbacks of Using an Automated Phone System for Your Small Business

There are a few steps you can take to address the potential drawbacks of using an automated phone system. Here are some tips to avoid common issues:

• Provide personalisation options: While automation is efficient, it’s important to include options for customers to speak with a live representative if they need additional assistance. This adds a personal touch and ensures that unique or complex queries are handled effectively.

• Ensure easy navigation: Set up your system correctly and make it easy to navigate. Test and tweak the system regularly to ensure it meets your customers’ needs and reduces frustration.

• Maintain flexibility: Regularly review and update your system to accommodate changing business needs and customer expectations. Ensure that your auto-attendant can adapt to various scenarios, providing a flexible solution that doesn’t feel rigid or impersonal.

Auto-Attendant or IVR?

Auto-attendant and Interactive Voice Response (IVR) systems are valuable tools that enhance a business's phone system. However, the two have different features and are suited to different purposes. 

• Auto-attendant systems are simple menu-based systems that allow callers to direct themselves to the appropriate department or individual. 

• IVR systems are more complex and can handle more complicated interactions, such as processing payments, making reservations, and more.

When deciding which system is right for your business, consider your needs carefully. An auto-attendant system may be the best choice if you only need a simple system to direct callers to the right department or individual. However, IVR may be better if you require a more complex system to handle payments or reservations. 

What Are the Best Auto-Attendant Telephone Systems for Small Businesses?

It’s important to first evaluate small business phone systems before deciding on the best option for you. Our top five choices include Aircall, RingCentral, Grasshopper, Dialpad, and Cloudtalk. 

Let's take a closer look at what each of these options has to offer.

Aircall

Aircall is designed to help small businesses manage their calls more efficiently. With features like auto-attendant, call forwarding, call queuing, and call recording, Aircall is a complete customer communications platform that can help you handle your sales and customer support processes.

Its intuitive dashboard allows you to manage your team and track your performance in real time, while seamless integrations with tools like HubSpot, Salesforce, and Zendesk keep all your information connected and minimise back-and-forth between tools. 

• Features: International and toll-free numbers, voicemail, IVR, call routing, extensions, business hours, and a virtual call centre

• Integrations: 100+ integrations, including ActiveCampaign, monday.com and Zapier

• Price: From $40/month/user

Looking for the best automated phone system for small businesses? 
See how easy it is to set up an auto-attendant phone system with Aircall.
Try Aircall for free

RingCentral

RingCentral gives you a clear overview of the status of all your rooms and devices.

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RingCentral comes with various features, including auto-attendant, call forwarding, and call queuing. It also has a mobile app that allows you to make and receive calls on the go. 

With RingCentral, you can set up virtual meetings, send messages, and share files with your team. Just be aware that some users express complaints about customer support. 

• Features: Video conferencing, toll free phone number, automatic call recording, and visual voicemail

• Integrations: 200+ integrations, including Google, Microsoft, and Salesforce

• Price: From $30/month/user

See our RingCentral alternatives comparison for more information, or check out an in-depth review of RingCentral vs. Aircall.  

Grasshopper

Grasshopper is available on both desktop and mobile devices.

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Grasshopper allows you to make and receive calls from both desktop and mobile devices. Its auto-attendant feature can direct callers to the appropriate department or individual, and it also comes with a time-saving call forwarding feature.

Grasshopper has a range of practical functionalities, including voicemail transcription, business texting, and custom greetings. However, the platform is only available in the US and Canada. 

• Features: Desktop and mobile apps, VoIP/Wi-Fi calling, extensions, and reporting

• Integrations: No direct integrations

• Price: From $14/month/user

See our Grasshopper alternatives comparison for more information, or check out an in-depth review of Grasshopper vs. Aircall.  

Dialpad

Dialpad’s AI features summarise your calls and automatically extract action items.

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Dialpad offers features like auto-attendant, call recording, and call routing. Its AI-powered Voice Intelligence (Vi) technology allows you to transcribe calls, take notes, and get real-time insights into your conversations. 

Dialpad also integrates with tools like G Suite, Salesforce, and Zendesk, helping you keep all your apps connected. Just note that some users report call issues.

• Features: Visual voicemail, caller ID, international calling, and three-way calling

• Integrations: 70+ integrations, including Microsoft Teams, Slack, and Zapier

• Price: From $27/month/user

See our Dialpad alternatives comparison for more information, or check out an in-depth review of Dialpad vs. Aircall.  

CloudTalk

Use CloudTalk’s real-time dashboard to monitor metrics like abandon rate, average waiting time, and average call duration.

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CloudTalk comes with features like auto-attendant, call forwarding, and call queuing. It also has a mobile app that allows you to make and receive calls on the go. 

The platform lets you set up virtual meetings, send messages, and share files with your team, helping you streamline internal as well as external communication. Some users do report connection issues, though, which is something to keep in mind. 

• Features: Extensions, power dialer, voicemail, and call notes

• Integrations: 36 integrations, including HubSpot, Salesforce, and Zendesk

• Price: From $34/month/user

See our CloudTalk alternatives comparison for more information, or check out an in-depth review of CloudTalk vs. Aircall.  

How to Set up an Auto-Attendant for Small Businesses

Setting up auto-attendants for your small business is easier than you might think. With the right tools and proper guidance, you can quickly implement a professional phone system to impress your customers and help streamline your communication.

Here is a five-step process to follow when setting up an auto-attendant for your small business.

Step 1: Choose an auto-attendant provider

The first step is to choose an auto-attendant provider that suits your business needs. You’ll find several options on the market, such as Aircall, RingCentral, Grasshopper, Dialpad, and CloudTalk. Research each provider's features, pricing, and customer reviews before making a decision.

Step 2: Define your call flow

Next, you need to define your call flow. This involves deciding the options you want to provide callers (such as press 1 for sales, press 2 for support, or press 3 for billing). You should also determine what happens if a caller doesn't select an option. For example, will they automatically be sent to a human customer support agent or reverted back to the menu?

Step 3: Record your greetings

Your auto-attendant greeting is the first thing customers will hear when they contact your business. Record a professional and informative greeting that explains the caller’s options to set the right tone for your business communications.

Step 4: Set up your extensions

Once you've defined your call flow and recorded your greetings, it’s time to set up extensions. Assign each option to the appropriate department or individual handling the queries. For example, press 1 for sales would be assigned to your sales team, while press 2 for support would be assigned to your customer support team.

Step 5: Test your system

You need to test your auto-attendant system thoroughly before you launch it. Call your business from different numbers and try all menu and extension options to ensure customers have a smooth experience. Also ensure your team is familiar with the system and knows how to handle calls from it.

For more tips on automation, check out our automation guide for small businesses.

Choose an Automated Phone System That Will Make Your Life Easier and Your Customers Happier

Auto-attendant phone systems increase efficiency, reduce costs, and improve customer satisfaction for small businesses. While there may be some potential drawbacks to these solutions, such as reduced personalisation, you can easily mitigate them with the right approach.

When you compare cloud phone systems, Aircall stands out as a top choice for scaling businesses. Its user-friendly interface, advanced features, and seamless integrations offer everything you need to streamline communication and boost productivity while running and scaling your small business. 

Don't just take our word for it—try Aircall for yourself and see the difference it can make in your business. Sign up for a free trial today.

Looking for the best automated phone system for small businesses? 
See how easy it is to set up an auto-attendant phone system with Aircall.
Try Aircall for free

Published on July 18, 2023.