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Overall Satisfaction Rating
4.69/5
  • 5 stars
    174
  • 4 stars
    48
  • 3 stars
    9
  • 2 stars
    1
  • 1 stars
    1
Based on 233 ratings submitted in the last year
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Answer 1

ConsumerAffairs Accredited Brand

Answer 1 is the only virtual receptionist service provider that is dedicated to becoming an extension of your business. Our receptionists are available 24/7/365 and backed by industry leading technology that allows them to provide your clients an exceptional experience while you concentrate on running your business.

From qualifying leads, appointment scheduling and traditional answering services, to enhanced support and integration with your business tools, Answer 1 offers these great services and more.

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235 Answer 1 Consumer Reviews and Complaints

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Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: March 15, 2019

We've had Answer 1 for a long time ago, even before they became Answer 1. I just started dealing with them a year ago and the other person who had done so left the company. 6 months ago, I called up and said that we were not getting calls after hours. People said they've left a message, but we haven't seen it. Apparently, Answer 1 was sending all the information to emails that no longer existed, those who have left the company. It took quite a bit to get all that straightened around so that they are aware of who to deal with. But once it was, the communication has been great. We have Answer 1 answer the phones after hours and they monitor the alarm for our building. People appreciate being able to have somebody answer their calls. We're in a business where forklifts break down and people need information right away. To have somebody after hours definitely makes a positive impact.

When I get ahold of their reps, they're wonderful, very professional, and quick to help out. But a quarter of the time, they must be really busy and it's difficult to get ahold of them. They must have an answering service for the answering service. They'd take a message and would say that somebody will get back to me. Sometimes, when I call them up about our alarm system, they have no clue what I'm talking about. But whoever is in charge of it, gets back to me and is more than happy to help me out. There's one guy who is responsive and good and knows what he's talking about every single time. Plus, Jennifer told me that I could send an email. I didn't know that that was an option and thought I always had to call. If I can just send an email, three-fourths of the issue will be taken care of.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: March 8, 2019

Partnering with Answer 1 helped our business especially after hours. Back before, the calls used to go straight to our cellphones, and we wouldn’t get any information, no text messages, emails, so Answer 1 has helped organize and put some structure on it. Working with their reps has been pretty good most of the time, though there are times where information is wrong, but we’re all human, we make mistakes. But as far as even just the account in general, during regular business hours, the person that we reach out to, Joshua, is amazing, and he gets back to us right away.

Answer 1 response

Hi Jessica! Thanks so much for your feedback! It's wonderful to hear you are happy with the service and have enjoyed working with Josh in Customer Success! While we would like to think we are perfect, we are thankful for you sharing any areas of concern with us so we can get better at what we do. We take great pride in providing exceptional experiences and know that accurate information is a critical part of that equation. Thank you again and hope you have a wonderful night!

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: Feb. 14, 2019

We used The Virtual Receptionist and they closed down. We signed up for Answer 1 and we've been with them for six months. They are a great team, works well with us and I haven't had any issues with their customer service. We use Answer 1 for the virtual receptionist and they book calls for us. Overall, we're very satisfied.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: Feb. 11, 2019

I filled out a referral form and I said what I needed on a website which suggested Answer 1. I like their lower cost than the other one that was recommended and then, I liked them once I called. We had a complex situation but we have worked out all the kinks. For the last week, things have been going smoothly. I usually send an email if I have something slight that needs to be changed in the script and I get a reply back. I don't always get a call back right away if I call but there's an opportunity to make an appointment. So, if I really need to talk to them, I can put myself on the calendar of Athena, the rep who has been handling our account for three months.

We use the virtual reception service. Also, they help with scheduling on my calendar for patients. Since having Answer 1, we don't lose many people anymore. The biggest impact is people get some satisfaction of interacting with someone, instead of not getting a callback. We're returning calls faster and there's a script that can answer a lot of questions. A lot of people will wonder about insurance and that'll be their main question or if there is availability and they get that question answered right away. So then, they don't sit around waiting for a call. They can move on to somebody else. My experience with Answer 1 was very positive. The rep even visited my website and she said some nice things about it which made me feel good.

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Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: Jan. 15, 2019

My company is happy with Answer 1's full-service approach, and its modern options. We use their legal answering department and have only had positive interactions with Answer 1 staff. The messages are prompt and it is very helpful that they come to my phone and my email address. While the price is higher than we are accustomed, I have trust in their service.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: Jan. 14, 2019

The company owner and the office manager have set us up with Answer 1 for our after-hours answering service. The company owner and his daughter, who's the future owner, had a meeting with Answer 1 and they decided to change over from AnswerNow. Now, we roll our phones over to them to answer the calls after 6 PM. Then, an email giving us all the information for the customers that called in after we closed at 6:00 comes through when we get here at around 7:15 in the morning.

We had a technician that no longer is employed with us. He was our on-call guy for the night, and he was who they send the messages to from 6:00 to 9:00. Our technicians and plumbers still take calls so we had to change it for the day. I had to reach out to one of their representatives through email, and he responded back promptly and told me he updated the records. I got a request to do a survey via email, gave him a kudos, and he sent me a little picture of the movie Office Space. It was really funny and it was a good rapport.

With Answer 1, the company is still able to get information to our technicians but still being able to let the office girls here go home after a 10-hour shift. They cover three hours, and within three hours if a customer has sewage backing up in their bathtub, a slab leak, or someone's heater goes out, Answer 1 is there to answer the call for us.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: Jan. 13, 2019

Our Texas branch uses Answer 1, and they've been in business before. We use them for after-hours emergency calls, so between the hours of 3:30 and 7:30 a.m., our calls are rolling to Answer 1. They answer all of our calls and then they either direct the call to our on-call person or send us a message letting us know that we need to follow up. They monitor what an emergency service is or what a message is, so our after-hours people aren't being bothered with office calls on the weekends. It frees up our people's time and they're able to focus on legitimate after-hours calls that we need to respond to. Plus when I talk to the business support team, they've always been very responsive. Everything is going well and I would definitely recommend them.

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Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: Dec. 19, 2018

I partnered with Answer 1 to free up some of my employees, reduce cost and separate legitimate calls versus non-legitimate calls. For the most part, it has done the things I was looking forward for it to do.

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Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: Dec. 13, 2018

I looked up Answer 1 on the internet and my first initial contact with them was positive. I transfer my phones to them in the evening so they answer my office phones from 5:00 PM to 7:00 AM. They’re very good at what they do and they take great messages. I receive messages through my cellphone and they also call me on the phone. If they’ve got an emergency or somebody insists on talking to me, I will receive a phone call from somebody on my cell. I have the option of either having them patch it through to me or taking a phone number and I’ll call them back. I’m happy with their service.

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Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: Dec. 5, 2018

We’ve always had an answering service and Answer 1 has been a whole lot more reliable than those that we’ve used in the past. It’s nice to have that peace of mind that they’re doing a good job, and they’ve been very flexible as far as if we’ve ever had any issues. They address them right away. We had run into some issues in the past with another company, but Answer 1 seemed to have an answer for those problems that we had run into. Answer 1 seem to have a very high quality as far as their team. They invited us in to see their corporation, and the individual that we were working with at that time, and she had exactly what we were looking for. She has been very positive and willing to work with us. However, I noticed that if we call them on their line, sometimes, it takes a while for them to pick up their own line. So for an answering service, that’s a little bit of a concern. But over time, I’ve seen that it becomes less and less of an issue for them.

Answer 1 response

Hi Liz! Thanks so much for sharing your service experience with us! We are happy to hear our solution is working well for you and your interactions with our team have been positive. We will certainly look into those answer times on our office line further and appreciative you bringing this to our attention. Thank you for your partnership and from our team to yours, happy holidays!

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: Nov. 30, 2018

Our business uses Answer 1's services for call answering service and forwarding. Overall, having their services has been good once we got past getting everything set up and customized. Athena is our contact and there was another lady in the very beginning and they made little tweaks. Answer 1 frees up our people from having to answer the phones all day on certain times.

Answer 1 response

Hi Sean! It's great to hear that the service has freed up your staff in the office - that's exactly what we're here for! We're thrilled for the chance to serve your firm and should you need anything at all, please let us know how we can be of service. Happy Holidays!

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Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: Nov. 20, 2018

Answer 1 had 24/7 call center and email capabilities. We utilized their call center service and it allowed my business to function as I wanted it to. Also, the representatives were all professionals and my interactions with them were all positive.

Answer 1 response

Hi Ari! Thanks so much for your feedback! We are so happy to hear you are pleased with your service - it is a pleasure to work with you and we are thankful for the opportunity to serve you and your customers each day. Happy Holidays!

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: Nov. 16, 2018

We needed an answering service and when I was looking up a few different sites listing the best ones and their price, I decided to choose Answer 1. Their site had a little chat box in the bottom and I asked if they're hyper-secure. They said they are and we then signed up with them. We use their answering service, and they're responsive. I have the email that they attached the information to on my phone. So it's really nice that on weekends, I don't have to be checking the website. If there's somebody with an urgent call, it pops up on my phone. So, it's convenient. I've called their customer service a few times wondering if I could see the account activity more in-depth, and I didn't have any issues. They answer the phone call and they try to help out as much as they can. They're very good. I'd suggest Answer 1 to my friends. We have no any issues with them and they're professional.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: Oct. 26, 2018

We used to have three other people in the office, but it's just me. When the phone rings, I’m just one person. Heidi investigated Answer 1 and decided on it. We have their answering service all day. Having the service helps a lot. Others should check out Answer 1.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: Oct. 19, 2018

Answer 1 has a live person answering our phones. We have four offices throughout Arizona and they answer the phones in the evenings. They text message the agent that the client is looking for. They have good and pleasant people on the phone. They answer the telephone, forward the information and relay messages accurately. They do their job well. It’s better than having a customer just leave a message on a voicemail but never gets answered. So, since they send a text message directly to the agent, it’s fast service. We’re adding our 5th office and we’ll add another service to the account.

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Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: Oct. 18, 2018

We're using Answer 1's answering service after off hours. We don’t wanna miss some calls and the clients. Answer 1 is a lot better than what we used to have before. For a while, they were messing up. The operators that they were using weren’t answering the phone calls properly. I spoke to their rep and while it took a while for them to fix the issue, we got it all straightened out. Answer 1's customer service is great.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: Oct. 6, 2018

Answer 1 is part of our phone system with TDS Network. We use the after-hours live voice message services so clients or prospects who are calling after hours get picked up by a live person. They take a message and then they email us a transcript of the conversation. It's nice that instead of leaving a lifeless voicemail that a lot of companies do, you get to talk to a live person. I would appreciate that myself.

They also help us with a 24-hour maintenance team and Answer 1 has an escalation service. If somebody calls in saying there's a fire or their electricity went out, Answer 1 has the ability to escalate that to our personal cell phones. We gave them our 24-hour maintenance cell phone so that people can call in after hours. So far, I had a fantastic conversation with their reps on the phone. We had a couple of escalations in one weekend in the middle of the night for something that was not on our escalation. When I contacted them, they called back within two hours and said it was a bug and they have updated it. Since then, we haven't had any issues.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: Sept. 28, 2018

Answer 1 seemed like the best fit and we've been using them for a while now. We get calls forwarded and we also have the live agent messaging and the appointment scheduling. Answer 1 has been great and extremely helpful. I also had a great interaction with Paula. She had great customer service skills and was extremely pleasant to work with. Overall, we are content.

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Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: Aug. 1, 2018

We wanted our phone calls answered live and they are but Answer 1 did not guarantee to answer it in any certain ring, so we could lose some calls. It’s fine but I’m not completely sold with not answering the call after five rings. Still, Answer 1 was good about checking with me about holidays so I appreciate that. Every customer seemed to be happy with the way they were treated so that was great and they were good about the emails when they get a call for one of the rest of us in the office.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: July 19, 2018

Answer 1 is fabulous and great. We've been using them for a long time and we love them. We use their answering service after-hours and whenever we have an emergency, they are able to contact the on-call person and relay the message so that they can contact the resident. So, they are able to address the issues immediately without having to give out personal phone numbers. We communicate with Answer 1's reps mainly through email and if ever we have any issues, we give them a call and they rectify the problem right away. They're very professional and we have no desire to switch to any other company. Even though we've had other ones in here trying to solicit our business, we tell them that we're happy with who we're with.

Answer 1 response

Good morning Annette! Thanks so much for your wonderful feedback. We are so pleased to hear you are happy with the service and are appreciative of the opportunity to serve you and your residents each day. Thanks so much!

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: July 13, 2018

We've gone through a couple of different answering services and there were a few things as far as the way calls were being answered and hold times that we weren't really happy with them. The owner of the company works with a lot of other HVAC businesses and after reviewing several different companies, we recently switched to Answer 1. I set up the account and had a great interaction with their rep as far as any questions or concerns that we've had. Our calls are recorded and whoever I spoke to was able to take care of any of our concerns or issues in reviewing calls. We use their afterhours or on-call service, and so far the service has been great. However, we do not receive any type of statements. Payments are drafted out of the credit card account so we need to know how to request monthly statements. Other than that, we're happy so far and Answer 1 seems to be on the top of our list right now for answering services that we've had.

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No response received
Verified Reviewer Verified Buyer
Original review: June 25, 2018

I'm using Answer 1's virtual receptionist service because I needed some support on a telephone line 24/7. We had some issues with people not following the script that we gave them and also with them transferring phone calls before qualifying the customer. But it has been okay.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: June 22, 2018

Our business doesn't get receptionists and having a temp to come in our office was too much and it wasn't worth it. We needed someone to answer the phone and Answer 1 has been very helpful when I'm out of the office. I'm the only staff member so if I take a day off or leave then phones are still being answered. We have been using the call forwarding service since the end of February. I interact with their representatives usually by email and they were all right and answering any time I had a question.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: May 25, 2018

I use Answer 1 for inbound and outbound answering service. The other campus, which is on the same group of schools for us, had a good experience with it. And then, in our initial look-around, it seemed like they were going to be the best partner for us. Everybody at Answer 1 has been easy to work with and the calls are getting answered, which is a priority for us. I work with Cameron and she has been amazing, easy to work with, and has been helping us plan what we need and coordinate it all. That's been a difference-maker for us. Answer 1 is reliable and they function as a business partner more than our previous service. Beyond just getting the phone answered, we needed someone who we can talk to about the service and how we need to tailor it, and different things that our business needs and that they're always available for that.

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Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: May 18, 2018

We used to do an internal project hotline through our end and we were just getting too many projects, so we started looking at different answering service throughout. The office manager found Answer 1. They're right on the street from where we are. The account manager who I've called and spoken to when we were first setting everything up was really good. The people from Answer 1 have also always been really helpful and willing to assist with anything that we need. Any changes that we needed in the beginning when we were first starting to get everything rolling, they were really helpful in that. Partnering with them has definitely helped us out. Our business has grown, and with their answering service for our project hotline, they've been able to take a load off. I would recommend them as an answering service for different projects.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: April 27, 2018

The company already has Answer 1 before I came and I've been with the company for 15 years now. For the emergency services and so forth, the company would be calling them. Working with Answer 1 is good because you're not having to worry that you're not getting connected with them. If they see anything that needs attention, they'll call us. They're a good company and I have no complaints. I've been in this business a long time, and I've seen other properties use different companies and they're not as good as Answer 1. Hopefully, Answer 1 is gonna stay because they've been here many, many years and they're not taking it for granted. They're dependable and there's never an excuse why they couldn't get a hold of them.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: April 26, 2018

Answer 1 picks up on calls after hours for our business and then during hours, it rings after a certain point. With that, they have helped our business since people prefer talking to someone than just leaving a voicemail. They also keep track of all the physical call log and get all the contact information so that we don't have to do that ourselves. Their reps have been very helpful and friendly as well. Any questions I've had, they got back to me right away so they could answer right then and there. And if they didn't have the ability of knowing what the response would be, they still got back to me right away.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: April 18, 2018

It's been a positive experience with Answer 1 and I would recommend them. We use their virtual receptionist service and they've impacted our business in a positive way.

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Rated with 5 stars
Verified Reviewer Verified Buyer
Original review: April 17, 2018

We have a good partnership Answer 1. They take the team's after hour phone calls. Their reps are also good to work with and they do a good job of getting the information we need by the time they get a hold of us.

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Rated with 4 stars
Verified Reviewer Verified Buyer
Original review: April 15, 2018

We had an account that was transferred to Answer 1 from another company. The other company ended up specializing in attorneys only so I thought of trying Answer 1 out and we've been happy, so far. There were some hiccups in the transition, but no problem. We've been using their services for six months now. They answer calls for us, make appointments, forward calls when needed and filter out sales calls. It frees up some more of our time. Recently, I emailed our rep, for we needed to make a change in our processes of how we set appointments and she quickly made the change. It seems like it's going well, so far.

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Answer 1 expert review by ConsumerAffairs

Answer 1 prides itself on providing virtual receptionist services as an extension of clients’ businesses. With receptionists available 24/7/365, Answer 1 provides lead qualification, appointment scheduling, and traditional answering services along with enhanced support and business tool integration. Backed by industry-leading technology, Answer 1 strives to provide an exceptional experience so clients may concentrate on business growth.

  • Industry specific receptionists: Answer 1 receptionists are trained and placed into industry-specific teams to ensure your current or potential clients are speaking with someone with the same knowledge as someone in your office.

  • Lead qualification & appointment scheduling: Answer 1 is one of the only virtual receptionist service providers that offer 24/7/365 lead qualification and appointment scheduling.

  • Enhanced customer support: Answer 1 can work with your business to provide end-to-end solutions to help you deliver a best in class customer experience.

  • CRM integration: From the initial phone call or email, Answer 1 technology allows for vital client information be put into your system in near real time.

  • Best for: entrepreneurs, small and medium-sized businesses in the legal, commercial, professional, medical and IT fields looking to cut costs and grow their business.

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ConsumerAffairs Research Team

The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

Answer 1 questions and answers

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 Information

Social media:
Company Name:
Answer 1
Company Type:
Private
Year Founded:
1982
Address:
3820 N 3rd St
City:
Phoenix
State/Province:
AZ
Postal Code:
85012
Country:
United States
Phone:
(800) 408-3408
Website:
www.answer1.com
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