Which aspects of an answering service matter to you?
As a small business owner, I need solutions that are easy to implement and affordable. For an answering service in particular, the human element is really important. I need my customers to feel like they're talking to someone local.
AnswerForce provides seamless connectivity, while aligning perfectly with our customer service methodology. We have a very defined process, and it was important to find an answering service that would fit into that environment without requiring us to change how we operate.
Which features have been particularly helpful?
Having the capability to handle our variable call volume has been super important. That doesn't just apply to after hours coverage; having call answering support throughout the day is an integral part of our daily work activity.
Call scripting has been great, too. It was a fantastic tool to have when we were transitioning to our new branding — we worked with the AnswerForce team to add in some verbiage to help bridge the gap and answer common queries.
And, of course, lead qualification is a huge bonus. I particularly appreciate how quickly the call agents can tease out the pertinent information from callers and give us everything we need to follow-up on new inquiries, fast.