Answering service is a form of call center that is contracted by clients to provide customer support for their business. When a customer calls a business’ virtual phone number, they are connected with an agent who can answer their questions, collect information, or schedule appointments. Answering services are often used by medical offices, property management companies, real estate agencies, and e-commerce startups to increase their customer satisfaction and professionalism.
A quality answering service can help businesses of all sizes provide round-the-clock customer support. Customers value human connections, and research has shown that they are more likely to return for a repeat purchase after receiving excellent customer service. When a business is closed, an answering service can take their calls and direct them to the appropriate employee, or they can leave a message that will be delivered the next time the office opens.
Most answering services have multiple agents available to handle multiple clients’ calls at the same time. They usually segment their work by industry, such as answering service for law firms, or they may even specialize in a certain industry or type of company, such as answering services for HVAC contractors and electricians. This helps them provide consistent, reliable answers for each caller.
Many answering services also offer other forms of communication for their clients, such as social media answering. They can handle inquiries and complaints on a client’s behalf, or they can schedule social media posts for upcoming events or promotions. This is especially helpful in times of economic downturn when a business may choose to limit their operating hours to cut costs. answering service