PROS / This company has comprehensive and responsive customer service.
CONS / It is not the most affordable of the services we reviewed.
VERDICT / AnswerConnect is a stellar answering service with great customer service and strong features.
AnswerConnect is an answering service that offers appointment scheduling, order processing and 24/7 service. This company has in-depth training for its agents and a wide range of features. These features include scripts, bilingual options, an online account and more. These traits and more earned it our Top Ten Reviews Gold Award.
Setup & Billing
In most cases, AnswerConnect can set up your account and start answering phones for you within a few minutes. If you need this company to schedule appointments or take orders for you, however, it can take up to three days to set up your account.
There is a one-time setup fee. Compared to other companies, the basic setup fee is on the lower end of setup fees in this industry. However, setup costs can vary depending on the needs of your company.
How much the service costs depends greatly on what you need from the company. Like most answering services, AnswerConnect bills you per minute. We compared the cost of 500 minutes on each plan we reviewed, and AnswerConnect is not cheapest in our lineup, but it is still within the average for the industry. However, plans are customizable to your needs, and prices vary according to the number of minutes you need each month. Plus, you can always change your plan since this service works on a month-to-month basis.
AnswerConnect has live agents available to answer the phone 24 hours a day, seven days a week. This includes holidays. The agents take messages of the calls according to your specifications and deliver them via email or text message. If you'd like, they can transfer the calls to you.
You can also view your messages and other account information via your online account. Here, you can forward or listen to voicemail messages or pay your bill. If you choose to have agents available to live chat with your customers 24/7, you can view transcripts of the web chats in your online account as well.
AnswerConnect has bilingual agents, which can help you expand your client base. This company is located in the United States. You can utilize a provided toll free number for your customers to call or forward your own local number to AnswerConnect. This is fairly typical across this industry.
AnswerConnect has specialized teams that are trained in different industries. For example, a medical team would have training on medical terminology and HIPAA practices, which helps the agents sound like part of your professional staff. AnswerConnect is HIPAA compliant, meaning that you can be sure your information, and your patients' information, is safe and secure according to HIPAA regulations.
Agents at this answering service can also schedule appointments for you. They can either use your software or their own online appointment-setting system. Appointment scheduling is included in the price of all of AnswerConnect's packages, so you won't pay extra fees for this service, even if you use its scheduling software instead of your own. Most companies in this industry only use your scheduling software, if they schedule appointments at all, so this feature sets AnswerConnect apart.
AnswerConnect's agents can also take and process orders for you and help with inbound sales calls by educating your customers about your products. This phone answering service also provides lead-generation services.
Agents will give accurate information according to the information you provide them when you set up an account. Once you provide a script, the agents will follow it to the letter so your customers receive the information and customer service you specify. If you want help with the script, the company provides scripting services.
Depending on your needs, the team that answers calls for your business can have two or more weeks of training on your business or product so you can be sure the agents answer customers' questions accurately and efficiently. This would be especially helpful if your customers have questions that go beyond the scope of your script.
Help & Support
AnswerConnect has the strongest customer service out of the answering services we reviewed. Everyone we spoke with when we called in and emailed were courteous and knowledgeable. We did not have to wait for a live person to answer the phone, and the people we spoke with were open and transparent with information.
If you have any questions or concerns, you can contact AnswerConnect via email or live chat. We tested both live chat and email and received prompt, helpful responses via both channels of communication. The FAQs page on AnswerConnect's website also contains helpful information.
AnswerConnect is the best answering service we reviewed. It has stellar customer service and does not charge extra for scheduling appointments or processing orders. All of this in addition to its 24/7 availability, bilingual options and quick activation time make it a solid choice when you're looking at answering services.