Can you share any statistics or metrics that speak to the quality of their work and impact of the engagement?
AnswerLive is our first step in reassuring our customers we’ll be able to help them in their time of need. Being greeted by a live operator makes a big difference for them.
We receive an average of six calls per day after hours. During the summer months, the amount of after-hours activity and number of calls can rise. The loss of revenue from all these missed calls per day would be extraordinary if we didn’t have Answerlive’s support.
AnswerLIve’s availability to accept calls in our office staff’s absence enables us to assist many customers we couldn’t otherwise.
How did AnswerLive perform from a project management standpoint?
We provide all of our parameters and instructions for fielding our customer after hours calls. AnswerLIve enters all this information into our customer file so their operators can follow preset protocol.
What did you find most impressive about them?
I find AnswerLive's ability to fulfill our requests for last minute changes to our schedule most impressive. Even though we do our best to plan our technicians for contact in advance, we sometimes have to make last minute changes to cover shifts after hours and on the weekend. AnswerLIve is always accommodating. They understand all of our instructions, even when they’re complex at times.
Are there any areas they could improve?
We tend to receive duplicate messages from time to time. However, we would rather receive a message twice than not at all.