Yet, many brands fail to provide their clients with excellent support.
So, it’s no surprise half of consumers would turn to a competitor after a single bad experience.
Answering service companies can make all the difference.
In this article, we’ll give an overview of what these agencies do and point out a few reasons why you should consider hiring one.
An answering service is a group of industry-trained customer service professionals who manage inbound and outbound calls on behalf of organizations.
These experts replace or sometimes support traditional receptionists as well as call centers.
Their job is to help businesses:
These are the best answering service companies that you can hire to grow your business:
Specialty Answering Service (SAS) is a Pennsylvania-based telephone answering service with 30 years of experience in the call center industry.
The agency has highly-trained agents whose job is to ensure that every caller receives superior care.
They serve clients across different industries like real estate, medical and property management.
Their key services include:
SAS has bilingual support and offers 24/7 coverage.
The company offers eight pricing plans:
Headquartered in Illinois, Unicorn is an inbound and outbound call center that assists businesses across a range of industries, including legal, medical and construction.
The company’s agents receive special industry training, so they handle each call with professionalism.
Unicom can assist you with:
Unicom’s pricing starts at $39.95 per month. However, you need to contact the agency for a custom quote.
Located in Florida, PATLive provides its clients 24/7/365 coverage. The agency is committed to delivering an engaging, helpful experience on each call their clients receive.
From hello to goodbye, their calls are highly customizable.
Some of the services the agency offers are:
PATLive has several pricing plans that require no contracts or commitments:
AnswerHero is a Florida-based answering services provider serving businesses from different sectors, including legal, medical, real estate and finance.
The agency offers 24/7/365 coverage and fully bilingual agents whose job is to ensure your callers receive the highest quality of support.
AnswerHero has five pricing plans:
VoiceNation is a Georgia-based live answering services provider that assists clients across a range of industries, including legal, medical real estate and digital marketing.
Thanks to their 24/7/365 coverage, they help organizations eliminate hang-ups and never send their businesses to voicemail boxes.
Their key services include:
Located in Utah, Davinci has served over 40,000 virtual clients throughout the U.S., Canada and Europe.
Their clients come from different sectors like healthcare, legal, technology and real estate.
The agency’s core services include:
Contact Davinci for a custom quote.
Go Answer is a New York-based company that provides answering services to small and medium-sized companies.
The agency offers 24/7/365 bilingual support and serves clients in the education, hospitality and financial sectors, among others.
Apart from phone answering services, their expertly-trained contact center agents can handle various other tasks, including:
Contact Go Answer for a custom quote.
PCMSI is based in Pennsylvania. The agency employs highly-trained and competent telephone answering services operators who are available 24/7/365.
They partner with clients across various industries like real estate, healthcare, transportation, government and information technology.
Some of their services are:
PCMSI offers 15 pricing plans, starting from $67/month for 60 minutes and up to $2,200/month for 4,000 minutes.
AMBS is a 24/7 call center company headquartered in Michigan. They serve clients in various sectors, including business services, healthcare and utilities.
The company’s agents are HIPAA compliant and their services are optimized for exceptional customer support.
Ambs can assist you with:
AMBS offers five pricing plans:
MAP Communications is a Virginia-based company that specializes in answering services.
The agency partners with both small businesses and Fortune 500 companies in various sectors, including transportation, hospitality, utility and government.
Their key services include:
MAP Communications offers bilingual experts and 24/7/365 coverage.
The company has three pricing plans:
Phone answering service companies wear many hats, but their primary goal is to showcase businesses in the best light possible, improving their brand image and increasing customer satisfaction.
They help brands create meaningful, personal connections with customers through executing tasks like:
Phone answering service companies can handle a high volume of calls after hours, during weekends or holidays, making sure each customer is assisted with special care and personalized communication.
Typically, answering service companies operate by using call forwarding.
When organizations activate this option on their office phones, phone traffic is transferred automatically to the answering service provider’s office.
The calls are answered by highly trained industry representatives that understand the callers' needs and answer their frequent questions professionally.
They work based on specific guidelines or scripts that they use when speaking with clients.
So, callers won’t realize that they are connected to an outside customer agent or that they haven’t directly reached the office they’ve called.
Most phone answering service providers will assist you with additional services, including assisting clients via live chat, email and social media.
Additionally, these experts usually make real-time reports that not only allow you to monitor billing and the agents’ performance but are also useful in understanding your customers’ needs and concerns.
Answering services are subscription-based services. So, providers typically charge:
Prices usually start at $30+ and go as high as a few thousand dollars per month.
The cost ranges from company to company, and a few factors that may influence it are:
In each case, it’s like having an in-house receptionist. However, these three types of services slightly differ based on how they handle tasks.
Call centers typically manage large volumes of calls mostly connected to order taking and telemarketing.
They are also able to answer questions over the phone or send emails and text messages to handle various customer requests themselves.
Answering service companies usually receive short calls, which they later route towards different departments.
Their job is to gather key information from callers like names, telephone numbers or issues they struggle with. Then, they quickly transfer this info where needed so that their clients’ employees can respond to them accordingly.
Virtual receptionists perform the same or similar tasks as answering services and call centers. Additionally, they can also assist businesses with lead capturing and appointment scheduling.
However, unlike phone answering services and call centers, they are more concerned with your business success and engage in more interactions with your team.
These experts' job is to improve your customer satisfaction and sales, so they offer various customer service-related services and handle the communication with professionalism.
Considering that these types of services are increasingly in demand, the three types of companies may offer customer support services that each of them would normally offer separately.
From reducing costs to boosting sales, these are the major benefits that partnering with answering service companies can bring:
Compared to hiring an in-house receptionist, phone answering service providers can save you money in the long run.
Factor in additional spending like sick days, holidays, payroll taxes and hiring several people to handle each shaft. Add office equipment costs as well.
Partnering with an answering service provider can reduce these costs dramatically since customer agents are fully trained experts who have all the necessary equipment to handle client communication.
Plus, they will charge you based on the minutes spent talking with your clients, so you will avoid paying full-time salaries.
Each call you get is an opportunity to provide your callers with great customer service while enhancing your brand image and improving client satisfaction.
However, responding to each call or email can be a hassle, especially if you and your team have too much work on your shoulders.
Allowing an external answering service to manage your client communication can free you a lot of time so that you can focus on your company’s core competencies and larger sales drivers.
It will reduce your workload while increasing your productivity and efficiency.
Answering service companies can help your business reinforce strong customer relationships and maintain a professional image.
Their highly trained representatives offer professional services who can ensure your clients receive high-quality support, showcasing your company in the best light possible.
They will customize your clients’ experience, offering personalized greetings and answers for each individual caller.
They can also provide 24/7 assistance, even out of your working hours, during weekends and holidays.
Additionally, these professional agencies employ talent who speaks several languages to serve your bilingual customers.
All these factors will contribute to enhanced customer service, increasing customer satisfaction and loyalty.
Partnering with a phone answering service provider will give you access to cutting-edge reporting tools to track your inbound and outbound calls.
These tools can generate monthly reports automatically and provide you with insights into who is calling your business and for what purposes.
They can also track key info on callers and numbers that you can later leverage for your sales and marketing campaigns.
Additionally, these tools will measure how much time your agents spend assisting your clients, which helps monitor the billing.
92% of consumers say that positive customer service experiences make them likely to purchase from a brand again. (Salesforce)
Excellent customer service is a major factor that influences client satisfaction and retention. It is the key to building loyalty and driving repeated purchases.
Answering service companies with their agents can make all the difference by offering professional support and efficient problem resolutions.
This will contribute to more returning clients and sales boosts.
To choose the best phone answering service provider for your business needs, consider the following factors:
Answering service companies can help you manage your client communication more effectively and efficiently.
Hiring them may cost you between $30 and a few thousands of dollars per month.
The benefits of partnering with a phone answering service provider are:
To choose the best agency partner for your business needs, consider these factors: