Frequently Asked
Questions

Don't see your question here?
Drop us a line at support@trydonna.com and we'll be happy to help!

General

How is Donna different from other virtual receptionists?

Donna Digital Receptionists are different in three primary ways:

 

1) We are the only virtual receptionist service on the market that trains our rockstar receptionist team on the basics of each and every industry that we service so that they can be as helpful as possible for your callers. We have even adopted the SEC and FINRA’s guidance on client and data privacy.

 

2) We are the only call answering service (that we know of!) that use a subscription pricing model. All other services charge a flat monthly fee plus a per-minute cost and overage fees. This results in actual costs often being 2-3x the sticker price or more. With Donna you can rest assured that your monthly cost will always be the same from one month to the next.

 

3) Donna provides a premium answering service for clients who care about how their phones are answered. Many services compete on being the lowest cost which leads to a lower-quality receptionist team with high churn. We take care of our staff and provide generous benefits to ensure that we can retain the highest quality team members.

What hours do you cover?

We are fully staffed from 5am – 5pm Pacific Time (8am – 8pm Eastern), Monday through Friday, year round – with limited coverage available for Federal holidays. If you require extended availability, please drop us a line at sales@trydonna.com

What if I go on vacation?

No problem at all! We hope that, with our help, you get to take lots of vacations in the future! Just drop your Account Manager an email with the dates that you will be unavailable and we will hold all calls until you return (or redirect them as you instruct). While you are away, we will make sure to keep detailed notes and forward those to your email for review upon your return.

What happens if I get a call after hours?

All calls outside of business hours go to a professional voicemail. Depending on your plan, these voicemails are then automatically transcribed and sent to several people on our team via email for review. If a motivated lead leaves a voicemail telling you they’re ready to buy… we’ll make sure you know about it.

Can I talk with the receptionist who spoke with my lead?

Yes, all questions about calls, scheduling, or conflicts are sent directly to the Donna Digital management team. Other businesses charge an extra several hundred dollars a month to have an “account manager” you can call with questions. With Donna, you’ve got direct access to our management team at no cost.

What is the difference between a virtual receptionist and a call answering service?

Answering services typically only take and forward messages and often sound impersonal. They leave callers feeling like they are leaving a message with someone who has absolutely no connection to the person they want to speak with. Our virtual receptionists sound as if they are sitting at your front desk, answering calls, managing your calendar, giving pricing information and answering FAQs while also taking messages and screening calls.

How many other clients does each receptionist work for?

In general, answering services will have very large teams of agents taking calls for a large client base with a diverse range of industries. It’s standard industry practice to have large teams of agents answering calls for hundreds of accounts. Our teams are never more than five agents and your personal receptionist will never have more than a few other clients they are responsible for.

Where are you located?

Our headquarters are located in Sausalito, CA, but our awesome team of financial virtual receptionists work remotely from across the country. Deploying a remote team across the US allows us to provide virtual receptionist and answering services to financial businesses all year round and increases our resilience against natural disasters or extreme weather which would cause down time at a centralized receptionist business.

How do I receive my messages?

Your personal receptionist will take professional and clear notes of the call and will send this to you as an email immediately after the call takes place. You can then decide if you would like us to schedule a follow up call or handle it yourself.

Billing

What if I go over my plan minutes in a given month?

Hopefully, that means your business is booming! Your dedicated account manager will reach out and let you know that you exceeded your plan allotment that month. If it was just a one-time occurrence, nothing will change. If you think this is a long-term change, or if you have exceeded your allotment in the past, we will ask you to upgrade your plan for the future.

Can I cancel at any time?

Absolutely. We believe in taking care of our clients, and if you’re not happy with us then you should be allowed to cancel your plan any time.

I was doing some research and X competitor is cheaper.

There are absolutely cheaper options on the market. But if you think that you will get premium service while paying bargain prices, you would be mistaken. Donna Digital is designed to be an extension of your team and provide the level of service and support that you would get with a member of your team sitting in your own office. We don’t try to compete on price because we know that budget answering services just don’t provide the same level of service.

I have more than one business, can they share an account?

Sure! We’d be happy to set this up for you during the onboarding process.

Services

Can Donna make outbound calls for me?

Absolutely. Just let us know who to call, the pertinent details, and the goal of the call and we can take it from there. Plus plans also include Priority Outbound Calls which will be handled first in our queue.

We would be happy to provide a client with information, schedule a meeting or call, or even wish a special client happy birthday! Have a special request? Drop us a line and let’s make it happen.

Can the Donna receptionists use my personal call answering scripts?

Absolutely. When we set up your account, we will ask for any customized scripts that you would like us to use and all our team members will use only that script. You are also welcome to change this at any time by emailing your Account Manager.

Is there an extra fee for scheduling appointments?

No. We started this company with the goal of keeping our pricing as transparent and simple as possible. There are no extra fees for most of our services.

Where are my calls transferred to?

Calls can be transferred to any US or Canada based phone number other than the one that you forwarded to Donna.

Do you answer my calls live?

Yes! When you sign up, you let us know during which hours you want live answering. When we’re answering live, your callers will always be greeted by a cheerful, professional Receptionist – never by a recording! Outside of your live answering hours, we provide several options, at no additional charge!

Do you have an app that I can use to schedule time away from the office?

Not at this time. We believe in providing the highest quality of service and just don’t think this can be achieved via an app. Each and every client at Donna Digital Receptionists is assigned a dedicated account manager who will be their primary point of contact. This person will be here to serve you for any need that you may have. When you want to schedule some vacation time, just let your manager know and we’ll take care of the rest!

Technical

I use my personal phone as my business phone, how can I forward calls to Donna and still get my personal calls?

There are two options here:

  1. You could set up Google Voice so that you have a different business and personal number on the same phone. This isn’t ideal as the Google Voice quality doesn’t tend to be very good and there is often a lag in the audio.
  2. The preferred option is that you should separate your personal number from your business number. Yes, this is a bit of a pain, but it will ultimately benefit you in the long run. Transfer the current number to a service like Grasshopper or Ring Central and get a new number/SIM card for the iPhone. You can then forward your business number to your personal iPhone number or to Donna. That way you continue to have just 1 device but have separate numbers that you own and control.
How do I update my preferences or greetings?

Easy! Just email your Account Manager and let them know what you would like to update. All changes will be made same-day.

Do I have to get a new phone number?

We’ll supply you a phone number to forward your calls to. You can choose when you want to forward calls and can forward all day or you can set up conditional forwarding with your carrier so calls are only forwarded when you are unavailable to answer.

How are calls transferred?

One of our Donnas will answer your call live and attempt a warm transfer to you. If you are unable to take the call, your receptionist can offer voicemail, schedule a return call on your calendar or take a written message which is sent via email.

How do I forward my lines?

For most businesses, it’s as simple as dialing a code from your office phone! Our support team will gladly walk you through the process if you need help.