Answering Service Care Review

Answering Service Care, headquartered in Margate, Florida, is a third-generation, family-owned company that has been providing answering services since 1974. ASC prides itself on delivering personalized, 24/7 customer support with a focus on professionalism, flexibility, and responsiveness. The company serves over 4,000 organizations across various sectors, offering tailored solutions to meet the unique needs of small businesses, medical practices, legal firms, and large enterprises. ASC’s mission is to act as an extension of its clients’ businesses, ensuring every caller receives prompt, courteous, and accurate service.

ASC’s services are designed to reduce overhead costs associated with hiring full-time receptionists while improving customer satisfaction. The company leverages advanced technology, such as its proprietary call recording tool, Instant Replay, and integrations with appointment scheduling software like Acuity. Additionally, ASC emphasizes compliance with industry standards, including HIPAA for secure messaging in healthcare settings. With a focus on bilingual support (English and Spanish), 24/7 availability, and customizable call handling, ASC aims to provide a seamless communication experience for businesses and their customers.

Core Services Offered by Answering Service Care

ASC offers a comprehensive suite of services designed to enhance customer communication and streamline business operations. Below is an overview of its primary offerings:

1. 24/7 Live Answering Services

ASC’s flagship service is its 24/7 live answering support, ensuring that businesses never miss a call, even during peak times, after hours, or on holidays. Trained customer service professionals answer calls using customized scripts to reflect the client’s brand and preferences. Calls can be handled in English or Spanish, catering to a diverse customer base. Operators can take messages, transfer calls, or direct callers to voicemail, depending on the client’s instructions.

2. Virtual Receptionist Services

For businesses that need more than basic call answering, ASC provides virtual receptionist services. These include lead intake, appointment scheduling, call routing, and message relaying. Virtual receptionists act as an extension of the client’s team, handling tasks that would typically require an in-house receptionist, such as confirming appointments or processing customer inquiries.

3. Live Chat Support

In addition to phone support, ASC offers 24/7 live chat services for websites. Live chat agents engage with website visitors in real-time, answering questions, capturing leads, and providing customer support. This feature is particularly valuable for businesses looking to enhance their online presence and convert website traffic into sales.

4. Appointment Scheduling

ASC integrates with Acuity, a cloud-based appointment scheduling software, to manage bookings efficiently. This service eliminates double-booking and ensures that clients and their customers are on the same page. Appointment confirmations and schedule changes can be sent via text or email, streamlining communication.

5. Call Recording and Storage

ASC’s proprietary Instant Replay tool allows clients to record and store calls for up to 30 days. This feature is particularly useful for medical and legal practices that require accurate records for compliance or quality assurance. Clients can access recordings via an online portal, providing transparency and accountability.

6. Bilingual Answering Services

With Spanish being the second most spoken language in the United States, ASC’s bilingual answering services cater to businesses serving Spanish-speaking customers. Operators are trained to handle calls in both English and Spanish, ensuring inclusivity and customer satisfaction.

7. HIPAA-Compliant Secure Messaging

For healthcare providers, ASC offers HIPAA-compliant secure messaging to protect sensitive patient information. This feature ensures that all communications adhere to strict privacy regulations, making ASC a trusted partner for medical practices.

8. Web and Mobile App

ASC provides an intuitive web and mobile app that allows clients to manage communications, review call logs, access recordings, and monitor receptionist activities. The app enhances accessibility, enabling business owners to stay connected on the go.

9. Additional Features

Custom On-Hold Music or Messages: Clients can upload custom audio, such as music, advertisements, or announcements, to play while callers are on hold.
Spam Blocker: ASC’s spam filtering tools reduce unwanted calls, saving time and resources.
Payment IVR: Automated payment processing for businesses that need to handle transactions over the phone.
Integration with 5,000+ Applications: ASC supports integrations with popular tools to streamline workflows.

Pricing Structure

ASC’s pricing is usage-based, making it accessible for businesses with varying call volumes. The company offers four standard pricing packages, with the option for customized plans for clients requiring more than 500 minutes per month. Below is a breakdown of the standard packages, based on available data:

100 Minutes Plan: $74.95/month, with $0.83/min overage. Includes 1 free voicemail box.
200 Minutes Plan: $145.00/month, with $0.82/min overage. Includes 1 free voicemail box.
300 Minutes Plan: $210.00/month, with $0.80/min overage. Includes 3 free voicemail boxes.
500 Minutes Plan: $349.00/month, with $0.80/min overage. Includes 5 free voicemail boxes.

ASC also provides a local telephone number free of charge but charges a fee for toll-free numbers. Additional services, such as appointment scheduling ($10/month plus $19 per appointment) and call transfers, incur extra costs. Clients should note that ASC charges for talk time after call transfers, voicemail durations, and hold times, which can increase monthly expenses. Some customers have reported unexpected overage charges, emphasizing the importance of reviewing billing statements carefully.

Compared to industry standards, ASC’s pricing is competitive, starting at $35/month for basic phone and live chat services. However, businesses requiring extensive add-ons may find costs adding up quickly. ASC offers a free trial, allowing potential clients to test the service without commitment.

Customer Feedback and Reviews

Customer feedback provides valuable insights into ASC’s performance, reliability, and areas for improvement. Based on reviews from platforms like Trustpilot, Feefo, Clutch, and Indeed, ASC has a generally positive reputation, with a 4-star rating on Trustpilot from 93 reviews. Below is a summary of the pros and cons based on customer and employee feedback:

Pros

Professionalism and Reliability: Many clients praise ASC’s professional operators, who deliver friendly and accurate service. For example, a roofing contractor noted that ASC’s team captured customer information effectively, extending service beyond regular hours.
Time Savings: Small business owners, such as Jennifer, reported that ASC saved “tons of time and hassle” by handling calls, scheduling, and messages 24/7.
Bilingual Support: The availability of English and Spanish operators has been a significant advantage for businesses with diverse customer bases.
Responsive Customer Service: ASC is quick to address issues, with dedicated account representatives resolving concerns promptly. A client who initially left a negative review later retracted it, citing the company’s efforts to correct the issue.
Long-Term Reliability: Long-term clients, including one who has used ASC for 15 years, commend the company’s consistent performance and professionalism.
HIPAA Compliance: Healthcare providers appreciate ASC’s secure messaging, which ensures compliance with privacy regulations.

Cons

Unexpected Charges: Some customers have expressed frustration with overage charges and additional fees for services like appointment scheduling. One reviewer reported a bill exceeding $600 due to unforeseen costs, describing the experience as “terrible.”
Setup Challenges: Initial setup can be hectic, with some clients reporting delays or issues with call handling configurations.
Response Times: A few reviews mentioned delays in email or phone responses from ASC’s support team, suggesting room for improvement in communication.
Employee Concerns: Employee reviews on Indeed highlight high call volumes (70-80 calls/day) and low pay ($15/hour), which can impact operator performance. Some employees also noted micromanagement and a stressful work environment.
System Limitations: Certain clients reported issues with the mobile app’s usability or system reliability, such as texts not being received as expected.

Overall, while ASC receives strong praise for its professionalism and customer-centric approach, billing transparency and employee satisfaction are areas where the company could improve.

Strengths of Answering Service Care

Experience and Reputation: With over 45 years in business and BBB accreditation, ASC has a proven track record of reliability and trustworthiness.
Customizable Solutions: ASC’s ability to tailor call scripts, greetings, and services to each client’s needs ensures a personalized experience.
Cost-Effective for Small Businesses: Starting at $35/month, ASC’s plans are affordable for small businesses looking to avoid the cost of full-time staff.
Advanced Technology: Features like Instant Replay, Acuity integration, and the mobile app enhance functionality and accessibility.
Bilingual and HIPAA-Compliant Services: ASC’s focus on inclusivity and compliance makes it a strong choice for diverse and regulated industries.

Areas for Improvement

Billing Transparency: ASC should provide clearer information about potential overage charges and additional fees to avoid surprising clients.
Setup Process: Streamlining the onboarding process could reduce setup challenges and improve the initial client experience.
Employee Support: Addressing employee concerns about pay and call volume could enhance operator performance and reduce turnover.
App Usability: Improving the mobile app’s interface and reliability would enhance client satisfaction.

Comparison with Competitors

To assess ASC’s value, it’s helpful to compare it with competitors like AnswerConnect and Ruby Receptionist. AnswerConnect, praised for its high Trustpilot rating (4.8/5), offers predictable monthly plans and bilingual support, similar to ASC. However, AnswerConnect’s pricing is less transparent, and it may not offer the same level of customization as ASC. Ruby Receptionist, known for its virtual receptionist services, focuses on personalized call handling but comes at a higher price point, starting at $129/month. ASC’s lower starting price and extensive feature set make it a more budget-friendly option, though its additional fees can narrow the cost gap.

Who Should Use Answering Service Care?

ASC is an excellent choice for:

Small and Medium-Sized Businesses: Companies with limited budgets benefit from ASC’s affordable plans and comprehensive services.
Healthcare Providers: HIPAA-compliant messaging and call recording make ASC ideal for medical practices.
Legal and Real Estate Firms: Virtual receptionist services and appointment scheduling streamline operations for these industries.
Businesses with Diverse Customers: Bilingual support ensures inclusivity for Spanish-speaking clients.

However, businesses with high call volumes or complex needs may need to carefully evaluate ASC’s pricing to avoid unexpected costs. Those prioritizing a seamless setup process might also consider competitors with more streamlined onboarding.

Conclusion

Answering Service Care stands out as a reliable, customizable, and cost-effective solution for businesses seeking to enhance customer communication. Its 24/7 live answering, virtual receptionist services, bilingual support, and HIPAA-compliant messaging cater to a wide range of industries, making it a versatile choice. While ASC’s competitive pricing and advanced features are significant strengths, potential clients should be mindful of additional fees and setup challenges. Customer feedback highlights the company’s professionalism and responsiveness, though improvements in billing transparency and employee support could further elevate its offerings.

For small businesses, medical practices, and legal firms looking for a trusted answering service, ASC offers substantial value. By carefully reviewing pricing plans and setting clear expectations during onboarding, clients can maximize the benefits of ASC’s services. With its long-standing reputation and commitment to customer care, Answering Service Care remains a strong contender in the answering service industry.