Answer 1 has been our answering service for years and they provide our business good back-up when we're not here. Their reps have all been amazing, were always helpful and quick to answer our concerns. Everything's been great. Answer 1 is an awesome company to do business with.
Our company uses Answer 1 for our after-hours phone service and they do a good job. The representatives have all been really great, polite, and helpful. We have recommended them to other attorneys.
Answer 1 is awesome and we love them. We use them for emergency after-hours services. We're a real estate and property management company so when our tenants have problems after-hours, they call Answer 1 who then calls us and we take care of it. Answer 1 is very helpful for our business. Everything goes smoothly. Tiffany has been extremely helpful, as well as Lluvia who I've worked with. She's always accommodating and available to talk to. If I have any problems, I'd send them an email and they'd respond within the next couple of hours and everything is resolved.
Everything has been very, very positive with Answer 1. Everybody that I talked to and worked with has been very polite. They're very good at billing in terms of being up-to-date on telling me what to expect such as no hidden charges, etc.
We're currently using Answer 1 in our home office. We're using the receptionist as an answering service. Predominantly, being new to the business, I felt that having all the scripts and having Answer 1 familiar with our business model made things a lot more seamless, which was a benefit. It wasn't until about a year later that a person in a business we have a relationship with called to change an appointment. Although we were going to be at the same meeting that day, he mentioned to me that he left a message with my secretary and he wanted to compliment me on how professional she was. I realized we don't have a secretary and that's how good the people at Answer 1 are.
Answer 1 has friendly and courteous representatives. They understand how we run our businesses very well. Therefore, it makes life a lot easier. They're already familiar with how we run as franchises, and for many times they will intercede. They already know for that we don't have employees. So, anyone who's calling up to try to offer us personnel or payroll services, they'll recognize that right out of the gate and they'll ask if I would like them to just let the people calling know that we have no employees. It simplifies it and I don't have to explain that to them.
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Answer 1 provided the after-hours support for Saddleback Communications when I came. There are people here at Saddleback from Monday through Friday, 8:00 to 5:00 PM, and we only provide a live service. We need somebody available to answer the calls that came in, and our company has always used Answer 1 for after-hours messaging. It's helped tremendously. Also, they're very friendly and responsive. If we ask them for a change, they're right on it. They're really good to work with as a group and individually. I would recommend them to other companies.
Answer 1 does our emergency after-hours since we're property management, and we need somebody after-hours to answer phones. It's great because they page us if there is an emergency. I usually communicate with them through email. They always respond to exactly what I want them to do, and they do it. They've been great, and we like them.
Hi Jeanna! Thank you so much for your review! Your feedback is very important to us and a member of our Client Services team will be reaching out today to learn more about the disconnects. We're so happy to hear that you're pleased with the service and thank you for being such a great partner to Answer1 for over 13 years!
Original review: Sept. 6, 2016
We started working with Answer 1 when we started a company in 2003, and we have both their virtual receptionist and live agent messaging online 24/7. We don't have a customer service line for the company. All calls go to Answer 1. With that, we never had to hire a receptionist, and our product's online so it's easier. For the most part, the reps at Answer 1 call me and ask if I'm available to take the call. If I say no, they take a message and send it to me via email. If I say yes, then they just patch me through. There has been a handful of times where I had some struggles with the calls getting disconnected. Other than that, they've been great, and I'm happy with them.
We had a receptionist but she left to take another job opportunity so we were looking in at the cost of bringing in another person versus using a virtual receptionist. We decided to give the latter a try and that's what we have with Answer 1. I've called in from outside the office and their reps have been professional, courteous, and have always done a good job. Overall, I'm pleased with the service. It's a good value.
We had an answering service that wasn’t working for us, so we switched to Answer 1. We’ve been with them for a while. Their reps are friendly and we don’t have any problems with them.
Hi Annette! Thank you for your feedback! We agree that most people prefer to hear a live, friendly voice instead of a voicemail. :) Thank you for the opportunity to be there for your clients when they need you most! It has been such a pleasure working with you and your staff for over 15 years!
Original review: Aug. 13, 2016
We've been with the company before they have become Answer 1 and they do a good job. We think people like to hear a human on the other side instead of an answering machine. We just use them as an answering service for after hours. Costs money though, but it's more human. They make the people feel like you're not just a number.
Hi Kory! We are so glad to hear that any service concerns you may have are always addressed and resolved promptly. We are constantly striving to improve the level of service we deliver to you and your customers and welcome all opportunities to provide additional coaching and training to our receptionists. We are truly appreciative of your feedback and thank you for being such a wonderful partner to Answer1 throughout the years!
Original review: Aug. 9, 2016
Answer 1 answers our phones, takes information and sends them to our plumber that's on call. A lot of people in our industry use them. Their reps are always friendly and courteous. Whenever they have to call me on the weekends, they're very helpful. They let me know immediately when they can't get a hold of a plumber. Whenever I run into an issue and I send it to the managers, they immediately take care of it or issue credits for anything that they feel is wrong. They also give education and training for their people answering the phones when I catch stuff that I think was not for our company.
There were some rough patches where we would listen to the calls and hear the person going into detail about plumbing. I had a call one time that was 30 minutes long. I immediately reported it and Answer 1 always makes it right. It's nice to know that we have somebody answering our phones and getting the calls to the plumbers. When my office is closed, it's nice for my girls to have a break and be able to utilize Answer 1 to get all the information correct in a timely manner.
Answer 1 has been great. We use their after hours calls and they make our life easier. They have always been very cooperative and always worked it out well anytime I had to call. We partnered with them for maintenance, because they have a record of the calls that came in for after hours.
Good morning Matt! Thank you for your thoughtful feedback. We are so pleased to hear that you have noticed an improvement in your business and the message information provided by our receptionists is clear and concise. The personalized greeting can absolutely be removed and a member of our Client Service team will be reaching out shortly to see how we can assist with further customization of your account and call flow. Thank you!
Original review: Aug. 1, 2016
We're a concierge practice and we want to make sure that whenever a patient calls in they get a living entity and not recordings. Our practice manager referred us initially to Answer 1. We got it and it has improved our business. We utilize the live agent messaging so when patients call in, we have a live person with Answer 1 that answers the call, takes down the details to either relay to us if it's non-emergency or if it is, they go ahead and patch the call through on our back line. In the mornings when we show up in the office, we don't have voicemails that are typically scattered, sometimes hard to hear and relevant information is not gathered from that voicemail. With Answer 1, we get clear concise messages about what the patient is asking for, so that we can quickly attend to their needs.
Also, the supervising staff was able to help on the number of different issues and they're very knowledgeable. The typical staff quickly refer to the managing staff or supervising staff for questions that they're not aware of. But there are a few customization options that we're trying to figure out with Answer 1 now. Moreover, if when patients initially call, they never had a recorded voice and it always went straight through to a living person, then Answer 1 would be recommendable.
I like Answer 1's service. We use it for after-hours. I'm very pleased so I will stay with it.
We use the answering service of Answer 1. If we miss a call during the day, they contact us directly or immediately. Or if there's an emergency, they'll call or otherwise we get a fax each day with our messages each morning. They do a great job.
Hi Jenny! Thank you so much for your feedback and for your business over the last 26 years! We are so glad to hear that you are happy with the service and your inquiries are addressed and resolved promptly. Our entire team loves assisting with your calls and we are so appreciative of your partnership. Thank you!!
Original review: July 12, 2016
I've been an employee in our company for 10 years and we've been using Answer 1 for longer than that. It's been a big help. They're very polite and if there's an issue with one of their technicians, they answer my email and get it rectified immediately. They have my credit card on file so I virtually have to do nothing. We're continuing to work with them.
We've always used Answer 1 since I've been here. We use them as an answering service and they receive our calls at night and then forward them onto our on call guys. They always get the calls over to the people that need them. They work with our weird schedules. They've been pleasant, courteous and very easy to work with. We don't always supply them great information. We're trying to make square shaped pegs into a round hole with them and they always manage to know exactly what we need. They take care of it and have a great attitude. We don't see any mistakes coming through. They make great businesses for us, make it simple to use them and keep everything running smoothly.
We've been with Answer 1 for a long time. We use them for employees to check in to make sure they're on site. We get alerted if they don't check in by the time their shift starts, so it's our way of making sure employees were on time. Sometimes it's a false alarm, but it is helpful for the times it's not. If we have an employee who missed out a schedule, then we can get somebody at that location quicker.
I use Answer 1 as a receptionist for our business. When people call, the calls get transferred to them and then they take the message for us. They're good. Though I don't really talk to them, I get the messages and they do their job.
Resolution response: June 28, 2016
Answer1 contacted me and they resolved my complaint and refunded the money that was charged in error. I appreciate how quickly the responded and resolved my issues.
Original review: June 22, 2016
We signed up on the free trial plan expecting it to be a free trial. The salesperson told us they would closely monitor our account and make sure we didnt go over the plan and there would be no charges. We had to reach out to them several times because callers were telling us they weren't saying our name correctly and other bad information was being given out. We got an email after a week saying that based on the usage our plan would be 4 times the cost of the plan we signed up for.
We immediately cancelled the trail. We had to send 5 emails before someone acknowledged it. They didnt do what they promised and they ripped us off as soon as the trial was over. We sent emails asking about the billing we got and we have been ignored as well. They even add on a 100 programming fee if you cancel the not FREE trial. As soon as we cancelled the trial they charge our credit card $389 dollars and then sent us a bill for $997 dollars. AFTER ONE WEEK OF SERVICE on a 21 day free trial.
Hi Bob! Thank you for being such a wonderful partner to Answer1 for the last 32 years! You've been with us from nearly the beginning and we wouldn't be where we are today without great clients like you! Thank you for putting your trust in us! :)
Original review: June 21, 2016
We've been with Answer 1 for years. Everything's been fine with them. I'd recommend them.
We are a 24-hour service company so we have after hour calls that come in. We have Answer 1's answering service. We transfer our phones to them in the afternoon and untransfer them in the evening. If the customer has an emergency, they know how to get a hold of the person. We have on-call employees. Answer 1 is an extension of us when we’re gone. They do the job.
It's an after-hours calling service that we have with Answer1. We're an apartment community so when we're not here, calls get forwarded to them. We needed 24-hour answering service and we were referred to them from another property. They are able to answer our emergency calls and usually direct our residents. They're very good at determining whether it's an emergency or not and then re-directing them if it's not. They're also very professional and easy to deal with. It's been great and I always have a pleasant experience with the reps. Whenever I have an issue, it's resolved right away.
We switched to Answer 1 from a different answering service because we weren't getting very good service. They've been doing better and are a bit cheaper. It's been a good experience with them.
Hi Nan! It is such a pleasure serving you and your members, especially in the event of an emergency when they need you most. We're so happy to hear that you've had positive experiences with our receptionists and translators - we think they are nice too! :) Thank you for your partnership and we look forward to working with you as your business continues to grow!
Original review: June 7, 2016
Answer 1 bought Scottsdale Answering Service back in 1996 when I worked for a magazine, and now we also have Answer 1 at SkyMed where I've been working for 10 years. We mostly use it for before and after hours. They only take our emergency calls. We are an emergency Air Evac membership and we fly people to their home hospital, so it's urgent that when someone calls that they speak with someone right away. We also have other assistance services which are not medical emergencies and Answer 1 takes a lot of those calls. We also have used their translators before too. Answer 1's representatives are very flexible. We have forever been with Cameron as our business continues to grow. She has come several times and we've had big training meetings. We've also gone down to their facility and have trained their reps, who are all extremely professional and knowledgeable. They're very nice too.
We searched online for an answering system. We wanted the phone answered by a live person when we're not there and Answer 1 did that for us. We had to do 24/7. At level one, we provided some core training to their people and we gave them access too. Thus, they were able to troubleshoot some basic things that make the people restart their system. I called one time to deal with that. They were very thorough and I like that. We also get emails from the guy who sold the system to us.
Hi Matthew! We are so happy to hear that you are enjoying the service! We know how important it is to your customers that a live, friendly voice is there for your customers when they need you. We are so appreciative of your feedback and if there is ever anything you might need, we're just a call away! Thank you!
Original review: May 29, 2016
We were very unhappy with the service we were getting from the other company so we switched to Answer 1 and we've been very happy with them. We purchased their after-hours answering service and our phones now are answered much more professionally. Their reps have been very helpful, informative and explained how it works. They’ve performed as well as they said they would and we've had a very positive experience with them.
I first heard about Answer 1 when they bought out the company we were using. They and the company before them make up about 20 years of our using two companies, so it's the longevity factor with me. We use them for our off-hour answering service. I've been in business 30 years and I use an answering service from 5:00 at night 'till 7:00 the next morning, five days a week, all day Saturday and Sunday. It's the hours that our office is closed and we have always felt the need to have a live person answer the phone. Overall I'd definitely recommend them.
Thank you for your feedback Mark! We are so glad the service has had a positive impact on your business. A Client Services Associate will be reaching out you shortly to adjust the number displayed when dialing out back out to a customer. Your customer experience is very important to us and this is something we can easily adjust! We are constantly striving to improve the quality of service we deliver to our clients and if there is ever anything you need, our Client Services Team is here for you!
Original review: May 15, 2016
We partnered with Answer 1 to capture all calls during and after business hours, and filter out people calling for solicitations and surveys. It's been great and very positive for my business. They're professional. I've only had a few people that had thought that it was an answering service. And one customer we talked to this week, a business owner, thought that having Answer 1 was a great idea and he might implement something like it himself. The only problem I saw with Answer 1 is when they had called back a customer because they couldn't get a hold of us right away and the customer saw the number was coming from Arizona and was like, "Um, where are you guys out of and why are you calling from a number in Arizona?" So I had a little explaining to do. People want to deal with local so Answer 1 calling a customer back is not a good idea. Other than that they were really good including the woman who helped me set it up.
ConsumerAffairs Research Team
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Answer 1 has offered a full range of virtual receptionist services for more than 30 years. Based in Phoenix, Arizona, it serves international clients and has earned several service awards.
- Bilingual call services: In addition to English, Answer 1 can handle calls in French and Spanish. It also offers interpretation services for more than 200 languages.
- Health care-specific options: Answer 1 offers health care-specific services that include appointment management, 24/7 messaging, telemedicine and emergency call escalation.
- Tech support: As a full-service call center, it has several tech support options to support major software companies.
- Order entry: With the order entry and processing service, businesses spend less time filling out forms and more time in daily operation.
- Full-service call center: Order services range in complexity from unified messaging to customer service and disaster recovery.
- Best for Health care providers, enterprise companies and expanding small businesses.
Question and Answers - Answer 1
What problem is Answer 1 trying to solve?
- Our mission is to help our clients increase revenue, decrease costs, and improve brand experience and interaction with their customers.
What sets Answer 1 apart from the competition?
- We believe we offer the best service in the industry. First, we admit when we make mistakes, but we are proud that we don’t do it too often. Answer 1’s complaint rate is less 0.01% of number of calls answered. Second, we never outsource our virtual receptionists, all calls are answered by Answer 1 employees. Third, we provide our clients service 24/7/365. Fourth, we have fast answer times and +90% of our calls are answered in less than 4 rings. Fifth, the technology at Answer 1 can integrate into many of our client's software applications, including Salesforce, Infusionsoft and Service Titan, among others. Six, we speak Spanish! Last, we take care of our employees so they can take care of your customers. We offer competitive wages, contribute 80% of employee healthcare premiums, offer $50k life insurance policies, free snacks, as well as a fantastic culture that has made Answer 1 a member of Arizona's Top Companies to Work For.
What needs does your product or service fulfill, and how do you fulfill those needs better than your competition?
- Our clients need help creating positive customer touch points with their brand, managing the highs and lows in call volume, call triage, scheduling and data entry, among other things. But our clients don’t have unlimited resources. They need a high value, quality solution at a cost that makes sense. Answer 1 is here to help.
How does Answer 1 measure success?
- The average Answer 1 client stays with us for over 6 years, with many of our clients having relationships with us dating back for over a decade. With long relationships we know we are creating value for our clients. We also keep track of the number of complaints we get from our clients. Our percentage of complaints to number of calls is 0.01%.
What’s the most common misconception consumers have about your industry and your company?
- The largest misconceptions are that we don't understand technology or that we don't know how to integrate with technology. As small to medium sized businesses more fully incorporate software applications into their day-to-day, it is imperative that Answer 1 and others in the industry be able to work within those new realties. We feel we have made, and will continue to make, those necessary investments to provide great cutting edge service.
How has your industry changed in the last 5 to 10 years?
- Similar to the comment above, the change in the industry has had much to do with the advancement of technology and the ability for virtual receptionists to work within that new technology.
What is something you wish every consumer knew about Answer 1?
- We are committed everyday to providing great service to our clients and honored to help them grow their businesses.
Has Answer 1 received any awards or recognition for its products or services?
- We have been an Arizona Top Companies to Work For Award Winner for 2013-2016 and an ATSI Award of Excellence/Distinction 2004-2015.
How has Answer 1 grown or evolved?
- The roots of our company date back to 1982, so we have been working within the broader industry for over 3 decades. However, over the past few years is when the company has accelerated its growth. With the adoption and development of service enhancing technologies and the training of our virtual receptionists to handle such technology advancements, we are providing a differentiated service offering in the marketplace.
Answer 1 Company Profile