Spark Your Customer Service

AnswerLive provides high-value answering services with a personal touch. We offer a 14-day free trial to show our customers how our service offerings and industry expertise are as good as the industry leaders for half the cost. 

 
Undisclosed
 
Undisclosed
 
50 - 249
 Founded
1982
Show all +
Gastonia, NC
headquarters
other locations
  • 515 N.E. 8th Street
    Grants Pass, OR 97526
    United States
  • 5015 University Avenue, #A8
    Lubbock, TX 79413
    United States

Reviews

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Call Center Services for Air Conditioning Service Firm

“AnswerLive is our first step in reassuring our customers we’ll be able to help them in their time of need.”

Quality: 
5.0
Schedule: 
5.0
Cost: 
5.0
Willing to refer: 
5.0
The Project
 
Confidential
Project summary: 

After working hours, AnswerLive provides live operators to answer calls and take down customer details and reassures them they’ll be assisted. They send information to an on-call technician to forward to staff.

The Reviewer
 
1-10 Employees
 
Lantana, Florida
Angie Greeson
Manager, Robert R. McGill Air Conditioning INC
 
Verified
The Review
Feedback summary: 

AnswerLive’s services help customers feel supported and taken care of when they call outside of the workday on weekends or at night. With up to six calls per day coming in afterhours, they save the client from losing considerable revenue. They flexibly accommodate last minute scheduling changes.

The client submitted this review online.

BACKGROUND

Introduce your business and what you do there.

Robert R. McGill Air Conditioning, Inc. is an air conditioning service, maintenance, repair and installation contracting company based in Lantana, Florida. I am the Administrative Assistant for the business.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Victorious?

We hired AnswerLive to field all of our after-hours and weekend calls from our customers. When our office is closed, AnswerLive receives all of our phone calls.

What were your goals for this project?

Our goal is to provide our customers with service 24 hours and seven days a week in their time of need so we can satisfy their air quality comfort issues.

SOLUTION

How did you select this vendor?

I am unaware of how AnswerLive was originally selected.

Describe the project in detail.

AnswerLive receives all of our phone calls while our office is closed. Live operators greet our customers and gather their information. They ask specific questions that relate to the customer's needs. 

After the call, AnswerLive's operators then relay the information to our on-call service technician. In addition, they send detailed reports to our office staff on a daily basis. They make sure any follow-up that may be required gets completed.

What is the status of this engagement?

We have been a client of AnswerLive for a minimum of 12 years, since 2007 or earlier. I’m not aware of the exact date of our initial agreement. 

RESULTS & FEEDBACK

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.

5.0
Overall Score
  • 5.0 Scheduling
    ON TIME / DEADLINES
  • 5.0 Cost
    Value / within estimates
  • 5.0 Quality
    Service & deliverables
  • 5.0 NPS
    Willing to refer