3 Ways Businesses are Changing Their Front Desks for Faster Growth

When you think about business growth, new products and marketing campaigns probably come to mind. The front desk isn’t the most apparent contributor to your company’s success, but it is prominent. As the first touchpoint for your business, it is natural that the front desk has evolved into a strategic avenue for a competitive advantage.

Many organizations now explore innovative ideas to set their front desk apart and impress visitors. Using it for branding is straightforward since visitors spend time in the lobby before their appointments. However, new-age innovations enable firms to optimize their front desks to achieve much more.

1 Digitizing Visitor Entry and Record-Keeping

Conventional front desks usually had receptionists who recorded visitor details in logbooks. Many establishments now have an array of laptops at the reception, but visitor screening and data entry still take up time.

Allowing visitors access to your workspace is a security concern. For example, you may wish to screen their identity proof and get signatures on nondisclosure agreements. When these activities become time-consuming, the front desk experiences operational slowdowns. Over time, it can lead to agitated personnel and impatient visitors. This situation does not bode favorably for growth.

Some companies have moved to visitor management software to alleviate these concerns. These systems enable visitors to sign in through kiosks after entering the required information. You can adapt the sign-in requirements to your company’s priorities.

For example, the system can ask screening questions or require visitors to scan their driver’s licenses. This approach saves time and personnel requirements. It also simplifies the process for guests and predisposes them positively towards your company.  Further, many organizations embrace these advancements to record visitor data on the cloud for easier access and control.

While integrating such a system with your workplace, ensure the critical security checks are in place. Greetly notes that emergency evacuation notifications and prompt intimation to security personnel can deter unauthorized guests. You can consider integrating such solutions with your existing workplace security.

2 Identifying Customer Needs Through AI-Led Webchats

With constantly evolving customer requirements, businesses can struggle to stay updated. The present-day client has several decision-making influences. For starters, they consider social media, peer groups, and advertisements. The front desk can get you a headstart through an AI-led webchat to interact with your visitors.

Using artificial intelligence to assist your front desk operations can help your customers avoid much-hated call trees. Prospective clients need not wait long to speak to an available attendant. They can directly book an appointment or receive the information they seek from the AI assistant.

Which Sectors Have Started Using AI for Front Desk Operations?

The changes are visible across sectors but are most conspicuous in industries facing staffing issues. For example, dentist offices have started using such software to communicate with patients. Dentists often struggle with staffing shortages in the front office.

Many people moved to alternate professions during the COVID-19 pandemic, when dentistry took a hit. AI-based software lets dentists ensure that they don’t miss client calls because of a missing receptionist.

Investment banking has also started to rely on AI to improve front desk efficiency. More employees now use Generative AI to speed up time-consuming tasks like creating due diligence reports. According to Deloitte, Gen AI can enhance front-office productivity – as much as 35%. By 2026, it can garner an additional revenue of US$3.5 million per front-office executive.

3 Higher Client Engagement Through Front Office Staff Training

Digitization and artificial intelligence are transforming the business landscape. However, it is crucial not to overlook quintessentially human skills. A front desk executive has the potential to improve customer engagement. It is especially true in hospitality and other service-based sectors. However, inadequate training and readiness for a diverse world can dampen things just as readily.

CoStar observes that Many front-desk hotel employees continue to ask redundant or impolite questions like “Checking in?” or “Did you make a reservation?” Training front desk staff on appropriate customer interactions can help them use alternatives, like “How may I assist you?” It will also help front desk employees communicate with guests from culturally diverse backgrounds.

From a growth perspective, this approach directly impacts your business’s moments of truth. TechTarget comments that three poor experiences with a brand may be enough to put someone off forever. A responsive front desk assistant keeps initial touchpoints favorable and sets a good precedent.

The front desk is no longer a static fixture in a workplace; perhaps it never was. Clients and guests view it as a representation of your business. They gauge their interactions as an indicator of their future experience with the firm.

For growth-focused businesses, it is imperative to usher in front desk reforms in technology and personnel training. As Dylan said so aptly, the times they are a-changin’.

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