Phone System Suggestions By Industry

Freelancers and Sole Proprietors

John Jensen is a full-service photographer based in Salt Lake City, Utah. He runs John Jensen Photography by himself, occasionally employing Stella, a second photographer for larger projects. John works from a cluttered home office, but wants to seem as professional as possible. He’s extremely busy, so he doesn’t want to answer calls unless they’re pressing.

Number of Employees: One (plus an occasional contractor)

Number of Extensions: Five (Four regular extensions + one VIP line

Phone Hours: John takes calls from 12:00 pm to 6:30 pm 7 days per week. During off hours, calls go directly to voicemail. John’s VIP extension goes to his cell phone 24/7.

Main Greeting Script Example:

Hi, you’ve reached John Jensen Photography. We can’t wait to take your photo! If you’re a current client, press 1. If you’re a new customer and want to hire us, press 2. If you’re calling to work with us on another project, Press 3. If none of the above apply to you, press 4.

Voice Used: Jon—English

• Extension 1 goes directly to John’s cell phone.
• Extension 2 goes directly to John’s voicemail.
• Extension 3 goes directly to John’s cell phone.
• Extension 4 goes directly to John’s voicemail.
• Extension 5 is a secret extension that goes to John’s cell phone. If John doesn’t answer, it rings his home phone. If he still doesn’t answer, it rings Stella’s cell phone, going to John’s voicemail if Stella does not answer. John gives this number to friends and family so they can always reach him. If John is photographing a wedding, he gives the secret extension to the bride and groom.

Most Helpful Features

• Unlimited Extensions
• Auto-attendant
• Local Numbers

Common Problems Solved

• Answering every call solved with auto-attendant and extensions
• Unprofessionalism solved with custom greeting
• Communication issues between part time workers solved with extensions

Startups and Growing Tech Companies

Chris Mayes recently founded ParkME, a tech startup in Seattle, Washington. The startup helps people manage and pay their parking tickets. Chris has three employees—two engineers (Carla and Steve) and one support agent (Samantha). Chris and his employees are super busy, so they want a phone system that helps them manage their time. ParkME is based in a co-working space, and sometimes the employees work from home.

Number of Employees: Four

Number of Extensions: Four

Phone Hours: ParkME takes calls from 9:00 am to 5:30 pm PST 5 days per week. During off hours, calls go directly to a main voicemail.

Main Greeting Script Example:

Hi, you’ve reached ParkME, the ultimate solution for parking tickets. We’re able to take your call from 9:00 am to 5:30 pm Pacific Time. If you’re a new customer, press 1. If you’re an existing customer and need support, press 2. If you’re calling to work with us on another project, Press 3. If you have press inquiries, press 4.

Voice Used: Lori—English

• Extension 1 goes directly to Samantha’s cell phone. If Samantha does not answer, calls go to Chris, Steve, and Carla at the same time.
• Extension 2 goes directly to Samantha’s cell phone. If Samantha does not answer, calls go to Chris, Steve, and Carla’s cell phones at the same time.
• Extension 3 goes directly to Chris’s cell phone. If Chris doesn’t answer, calls go to Steve’s cell phone.
• Extension 4 goes directly to Chris’s cell phone. If Chris doesn’t answer, calls go to Samantha’s cell phone.

Most Helpful Features

• Call Forwarding
• Voicemail Transcription
• Local Numbers

Common Problems Solved

• Call forwarding insures that someone will answer a call, even though the team is distributed
• Voicemails transcribed via email help the team prioritize

Happy Customers Who Are Startups and Growing Tech Companies:

• Help Scout
• BatchBlue Software
• Archon Systems, Inc.

Service Companies (Such as Contracting, Plumbing, Seal-Coating, Cleaning, and Landscaping)

Don Miller has been running DonLawn Landscaping in Portland, Oregon for 15 years. He got Grasshopper so he could communicate with his employees while they’re on the road servicing clients. He still has an office landline, manned by Terrill, his wife and receptionist. He has four employees who do the landscaping. Don has an “on the road” extension so that he can get in touch with landscapers when they are out at a project.

Number of Employees: Six

Number of Extensions: Five

Phone Hours: 7:00 am to 5:00 pm PST Monday-Saturday.

Main Greeting Script Example:

Hi, you’ve reached DonLawn Landscaping, your neighborhood landscaping solution. If you’re expecting services today, Press 1. If you’d like to schedule services, Press 2. If you want a list of what services we provide, Press 3. If you’re wondering about what areas we service in the Greater Portland Area, Press 4. If you’re calling with other inquiries, Press 5.

Voice Used: Marc—English

• Extension 1 goes directly to the landscapers who are on duty that day. This is the “on the road” extension. It rings all of their cell phones at the same time.
• Extension 2 goes directly to the office line, where Terrill is waiting. She manages new customers and scheduling.
• Extension 3 goes to an informational extension which lists all of DonLawn’s services.
• Extension 4 goes to an informational extension which lists all the cities and towns that DonLawn services, complete with a few off-limits locations.
• Extension 5 goes directly to Don’s cell phone.

Most Helpful Features

• Call Forwarding
• Local Numbers

Common Problems Solved

• Communicating when employees are on the road
• Before Grasshopper, it was difficult to expand to new areas and take on more clients. Now that communication is flawless, it’s easy for DonLawn to take on more.

Happy Customers Who Are Service Companies:

• Denver’s Moving Boxes
• Fresh Paint, Inc.
• Superior Seal-Coating

Franchises

Abby Sparks owns a BatBurger franchise, one of seven in the Dayton, Ohio area. It’s a relatively small franchise, but Abby is always getting inquiries from those looking for other locations, ones that she doesn’t run. Her callers always have the same questions, so she’s set up a bunch of informational extensions to answer common questions.

Number of Employees: 15

Number of Extensions: 5

Phone Hours: 7:00 am to 9:00 pm CT, Monday-Sunday

Main Greeting Script Example:

Hi Burger Lovers! You’ve reached BatBurger on 2918 North Gettysburg Avenue in Dayton. If you want to know our hours, Press 1. If you’re looking for other BatBurger locations in the Dayton, Ohio area, Press 2. If you need directions, Press 3. If you’re looking to partner with BatBurger for a fundraiser or event, Press 4. If you have a question, comment, or complaint, press 5. If you’re looking for nutritional information, please visit BatBurger.com. To hear this message in Spanish, Press 6.

Voice Used: Ryan—English, Ruben–Spanish

• Extension 1 goes directly to an informational extension.
• Extension 2 goes directly to an informational extension.
• Extension 3 goes directly to an informational extension.
• Extension 4 goes directly to Abby’s cell phone.
• Extension 5 goes directly to the store’s line, where it will be answered by the manager who is on duty.
• Extension 6 goes to an alternate main greeting that repeats this message in Spanish.

Most Helpful Features

• Local numbers
• Call forwarding
• Bilingual capabilities
• Informational extensions

Common Problems Solved

• Before it was hard to get in touch with Abby, the owner, but now it’s easy.
• It was difficult to communicate with Spanish speaking customers, but this is no longer the case.
• Before the staff was constantly answering the phone to answer the same questions. Now informational extensions take care of many of them.

Happy Customers Who Are Franchises:

• 360clean

Brick-and-Mortar Businesses

Ted Simms is a certified architect who runs an architecture and interior design firm in Ann Arbor, Michigan. Ted has a brick-and-mortar office near the University campus. He has 10 employees—made up of one receptionist, four architects, three interior designers, 1 marketer, and 1 landscape architect. The architects and designers are often out and about at project sites, but Ted still wants them to be reachable by clients.

Number of Employees: 11

Number of Extensions: 5 (extensions off of the main greeting) + a Dial by Name Directory with Extensions for 11 Employees

Phone Hours: 9:00 am – 5:30 CT Monday – Friday.

Main Greeting Script Example:

Hi, you’ve reached Simms Architects and Planners. If you know your party’s extension, please enter it now. For our dial by name directory, Press 1. For new projects, Press 2. For current projects, Press 3. For directions to our office, Press 4. For press inquiries, Press 5. For other inquiries, Press 6.

Voice Used: Lori—English

• The dial by name directory lists each employee so clients can get to the person they need, no matter where they are. Each extension forwards to the employee’s cell phone.
• Extension 2 goes directly to Ted’s cell where he can talk to potential clients about new projects.
• Extension 3 goes directly to the office landline where the receptionist can get callers to the right person.
• Extension 4 goes to an informational extension which explains how to get to the office.
• Extension 5 goes to the marketing employee.
• Extension 6 goes to the office landline where the receptionist can get callers to the right person.

Most Helpful Features

• Dial-by-name directory
• Informational extensions
• Local numbers
• Auto-attendant

Common Problems Solved

• Before call forwarding and a dial-by-name directory, it was hard to get in touch with employees. They carried their personal cell phones, but they did not want to give them out.
• Informational extensions answer common questions that previously took a long time to answer.
• Previously, it was difficult to get calls to get to the right place. The auto-attendant automatically routes these calls and frees up time for Ted and his employees.

Happy Customers Who Run Brick and Mortar Businesses:

• Hobbit Holes by Wooden Wonders
• Alan’s Factory Outlet

eCommerce Companies

Candace Jacobs owns FloralDesigns, an eCommerce shop that sells high-quality faux flowers and arrangements. She wants to provide the best support possible, even though it’s just her and Rachel, her support agent. Between running the website, taking orders, and preparing shipments, Candace and Rachel have a hard time answering calls as quickly as they want to, which is affecting the business. They need an organized system.

Number of Employees: 2

Number of Extensions: 4

Phone Hours: 9:00 am – 5:00 p.m. EST Monday-Friday

Main Greeting Script Example:

Hi, you’ve reached FloralDesigns.com, your destination for the world’s best faux flowers and arrangements. To place, update or cancel an order, Press 1. To check on the status of an existing order, Press 2. If you’re calling to work with us on another project, Press 3. For hours and other information about FloralDesigns, Press 4.

Voice Used: Wendy—English

• Extension 1 and 2 goes directly to Rachel’s cell phone. Rachel manages all orders. If Rachel does not answer, both extensions ring Candace’s phone.
• Extension 3 goes directly to Candace’s cell phone. If Candace is not available, callers go directly to voicemail.
• Extension 4 goes to an informational extension that explains FloralDesigns hours, as well as how to find more information on the website.

Most Helpful Features

• Informational extensions
• Auto-attendant
• Toll free numbers

Common Problems Solved

• The team used to miss calls, but they don’t anymore.
• Calls are distributed to different team members depending on who is in, making the calling process seamless.

Happy Customers Who Run eCommerce Shops:

• The Blissful Dog
• Bambu Earth
• Kimberfire, Inc.

Realtors and Real Estate Agents

Tom McNally runs a real estate agency that services the Raleigh-Durham area in North Carolina. He has five agents that are often showing properties, though they often check in at the office, which serves as a home base. Despite having a home base, Tom doesn’t employ a receptionist. He relies on Grasshopper to route his calls where they need to go.

Number of Employees: 6

Number of Extensions: 5 + a Dial by Name Directory with extensions for each employee.

Phone Hours: Monday – Friday 9:00 am to 5:30 pm. Saturday and Sunday 11 am to 5:30 pm.

Main Greeting Script Example:

Hi, you’ve reached Tom’s Real Estate in Raleigh-Durham. For our dial by name directory, Press 1. If you’d like helping finding your dream home, Press 2. If you’re looking to put your house on the market, Press 3. If you want information about 37 James Street, 7890 Cleaver Avenue, or 54 Sadie Lane, please Press 4 and leave a message with your name and number. For all other inquiries, please Press 5.

Voice Used: Jon—English

• Extension 1 goes directly to the company’s dial by name directory where callers can find the agent they’re looking for.
• Extension 2 goes directly to Tom’s cell phone.
• Extension 3 goes directly to Claire’s cell phone. Claire manages this type of inquiry.
• Extension 4 goes to an informational extension which gives information about these properties. It asks callers to leave a message with their name and number. These properties get switched out as needed.
• Extension 5 goes directly to Tom’s cell phone.

Most Helpful Features

• Unlimited extensions
• Informational extensions
• Call forwarding

Common Problems Solved

• The team doesn’t want to hire a receptionist. With Grasshopper, they don’t have to.
• Employees are easy to reach when they’re out and about, which was difficult before.

Happy Customers Who Run Real Estate Businesses:

• H&H Real Estate Media
• HomeStars

Healthcare Companies and Doctor Offices

Dr. Deluca runs NurseHere, an outbound care center in Salem, New Hampshire. He contracts a number of nurses, who can are out and about visiting patients every day. Dr. Deluca has an operations manager, a marketer, and an in-office receptionist who also acts as bookkeeper, as well as 10 contract nurses. These nurses have set schedules—usually there are five nurses on duty at once, while the others have time off.

Number of Employees: 13

Number of Extensions: 8 (One per each employee)

Phone Hours: 24/7

Main Greeting Script Example:

Hi, you’ve reached NurseHere in Salem, New Hampshire. If you’re a new patient, please Press 1. If you’re calling to change an existing appointment or cancel, Press 2. If you have questions or concerns about yourself or a loved one, please Press 3. For our dial-by-nurse directory, Please Press 4.

Voice Used: Wendy—English

• Extension 1 goes to the office landline (the receptionist answers and schedules visits).
• Extension 2 goes to the office landline (the receptionist answers and schedules visits).
• Extension 3 goes to Dr. Deluca.
• Extension 4 goes to a Dial by Name Directory where patients can get in touch with their respective nurses.

Most Helpful Features

• Call forwarding
• Auto-attendant
• Dial-by-Name Directory

Common Problems Solved

• Before Grasshopper, it was difficult for patients to get in touch with their respective nurses. Now the name directory makes it easy.
• Customers that have serious questions and concerns get forwarded directly to Dr. Deluca, so they feel better connected to NurseHere.

Happy Customers Who Run Real Estate Businesses:

• Health Kismet
• Ovation Health and Life Services
• Kevin Teal, M.D.

Non-Profits and Religious Centers

Mike Johnson is the pastor at St. Mary’s Church in Waco, Texas. Mike and other church leaders coordinate a number of programs, such as volunteer events, youth groups, mission trips, and more. The church leaders (Susan, Betsy, Carlos, and John) sometimes work out of the church, but they also work out of their own homes, and they work when they’re on the road, too. The church has a landline, but often there’s no one around to man it, and the voicemail inbox quickly gets clogged. That’s why the team got Grasshopper, as it allows them to forward church calls to whoever is best suited to answer questions. Mike also wants to be able to talk to people in emergencies. In total, the church has 5 leaders, including Mike.

Number of Employees: 5

Number of Extensions: 5

Phone Hours: 24/7

Main Greeting Script Example:

Hi there! You’ve reached St. Mary’s in Waco, Texas. For information about Sunday services, please press 1. For wedding, baptism, and funeral service questions, press 2. For inquiries about our youth groups, please press 3. For all other inquiries, please press 4. If you need to speak with Pastor Mike about an urgent matter, please press 4.

Voice Used: Ryan—English

• Extension 1 goes to an informational extension that gives details about the time, date, and location of upcoming services.
• Extension 2 rings Susan and Betsy’s cell phones simultaneously, so that one of them can answer and schedule an in-person appointment.
• Extension 3 rings Carlos’ cell phone, as he is the youth group director.
• Extension 4 goes to the church landline. If no one answers, call gets forwarded to Susan and Betsy.
• Extension 5 goes directly to Mike’s cell phone.

Most Helpful Features

• Call forwarding
• Local numbers (for Waco, Texas)
• Call blasting (simultaneous call forwarding)

Common Problems Solved

• Multiple people manning the phone can all be reached.
• People can get in touch with the pastor, no matter the time of day.

Happy Customers Who Run Non-profits and Religious Centers:

• Trinity Family Counseling Center
• Carolyn M. Appleton, Inc.

Marketing and Advertising Agencies

Carol runs SharpMarket, a small digital marketing agency with 6 departments and 10 employees. Each employee has their own extension, as does each department, which gets forwarded to the first available caller within that department. Before Grasshopper, the company considered a phone system with hardware, but it was prohibitively expensive to the growing agency.

Number of Employees: 10

Number of Extensions: 16 (one per each employee plus one per department).

Phone Hours: 24/7

Main Greeting Script Example:

Hi, you’ve reached SharpMarket. To schedule a consultation, please press 1. If you know your party’s extension, you may dial it now. For a dial-by-name directory, please press 2. For a dial-by-department directory, please press 3. For all other inquiries, please press zero.

• Extension 1 goes to the Sales and Accounts department, where the first available representative will answer.
• Extension 2 goes to a Dial by Name Directory which allows the caller to choose their preferred SharpMarket employee.
• Extension 3 goes to a Dial by Department Directory which allows the caller to search people by their department.
• Extension 0 goes to the office landline (the receptionist answers and can direct their call). If the receptionist does not answer, the caller can leave a general voicemail.

Voice Used: Wendy—English

Most Helpful Features

• Unlimited Extensions
• Department Extensions

Common Problems Solved

• Before Grasshopper, the receptionist would have to answer and manually forward all incoming calls. Now the dial-by-name directory puts the control in the hands of the callers.
• Department extensions allow callers to more easily search a SharpMarket representative in case they only know their title and not their name.

Happy Customers Who Run Marketing, Web Design, and Advertising Agencies:

• Titan PPC
• Hire Writers
• Fresh Tilled Soil

Consulting Companies (Lawyers, Accountants, Financial Consultants, Business Coaches, etc.)

Mary DuPont is a financial consultant in St. Paul, Minnesota. Her business, Dupont Financial Consultants, caters to local clients and has three employees. A few times a week, Mary visits corporate offices and speaks at events, so she’s often out of the office. Even still, she wants to be easily reachable by her customers. In the past, Mary has returned to the office with a mountain of voicemails that are impossible to get through. The company also hosts their own events—people are often calling with questions.

Number of Employees: 4

Number of Extensions: 8

Phone Hours: 8:30 am to 5:30 pm

Main Greeting Script Example:

Hi, you’ve reached Dupont Financial Consultants. Our consultants are available from 8:30 to 5:30 on Monday through Friday. If you’re an existing client and know your consultant’s extension, you may enter it now. For our dial-by-name directory, press 1. For new clients, press 2. For information on our next financial planning event, press 3. For additional inquiries, press 4.

Voice Used: Wendy—English

• Each employee has an extension that they give out to their clients.
• Extension 1 goes to the dial-by-name directory if clients know who they want to speak with.
• Extension 2 goes directly to Mary’s cell phone.
• Extension 3 goes to an informational extension about the company’s events.
• Extension 4 goes directly to Mary’s voicemail inbox.

Most Helpful Features

• Employee Extensions
• Department Extensions
• Voicemail transcription

Common Problems Solved

• Mary used to return to her office with a mountain of voicemails, but now that her voicemails are transcribed and emailed to her, she is better able to get through them and prioritize.
• The company used to have one landline for everyone, which was impossible. Now each employee is able to deal with their own clients on their cell phones.

Happy Customers Who Run Consulting Companies:

• Biquitous
• Foguth Financial Group
• Write On – Creative Writing Services