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How Answering Services Help Your Business

ByEleonora Israele, Last Modified
Sep 27, 2017
> Human Resources

Streamlining your small business's communications operations can be a major struggle. In our evolving business communications landscape, a company needs to simultaneously:

  • Answer and direct incoming calls
  • Read and answer emails and online contact form queries
  • Track social media
  • Stay updated on general digital communication trends

Answering services streamline company communication channels and produce value for businesses. Here's how.  

Answering services provide flexibility and quality customer service

A 2016 survey from Clutch reported that of 301 businesses polled, 75 percent rated the value that their answering service provided as either "above average" or "excellent." Further, 82 percent of companies reported receiving positive customer feedback about their answering service.

Flexibility: Freeing up employees' time and saving businesses money

Answering services save businesses time and money. Since contemporary businesses operate multiple communications channels – both analog and digital – maintaining and tracking your company's communications operations is both time intensive and time sensitive.

Whether receiving, responding, directing or monitoring incoming communications, answering services provide a service that would otherwise be handled by an employee.

Through dashboards and tools provided by answering services, especially newer internet-platform services, businesses can save a lot of time by having a consolidated portal to handle their communications.

The timesaving value of answering services plays into the old adage, "time is money." The less time your employees spend fielding calls and emails, the more time they can spend focusing on other aspects of business operations and development.

The contract structure with answering services is also flexible. Pricing is often usage-based, and you can opt for a month-to-month plan. Since service renewals occur in the short term (unless your company agrees to a long-term contract), answering services do not require a substantial financial commitment. Also, since the services are charged using minute-based packages, businesses can use an answering service as needed; for example, a retailer who uses a call service during the holiday season.



First-rate customer service

Another benefit answering services provide businesses is value in the form of improved customer service.

The value of customer service, while intangible, is incredibly powerful. Maintaining a positive reputation and ensuring satisfactory customer service are make or break for a business in an era in which customer reviews (Yelp, TripAdvisor, Angie’s List, etc.) influence your bottom line as much as your pricing.

Answering services allow a business to both quickly respond to customer concerns and keep a pulse on customer satisfaction. The modern consumer employs a bevy of communication platforms to relay their experience with a business. Thus having a service that is monitoring customer interactions and is ready to relay or respond to customer concerns allows a business to stay ahead of potential problems. It also allows businesses to promote customers' positive experiences.


Editor's Note: Looking for a call center or answering service? We can help you choose the one that's right for you. Use the questionnaire below to have our sister site, BuyerZone, provide you with information from a variety of vendors for free:



Final thoughts

Answering services help businesses maximize efficiency by freeing up employees' time so they can focus on critical business tasks. These services can provide your customers with the support and service they are seeking from your business. And, for cost-conscious business owners, answering service contracts are typically flexible with month-to-month contracts, so you can cancel at any time.


Eleonora Israele
Eleonora Israele
See Eleonora Israele's Profile
Eleonora Israele is an analyst at Clutch responsible for web design and voice services. Clutch is a Washington, DC-based research, ratings and reviews platform for B2B services and software.
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