A live answering service ensures companies that a professional customer support agent is always available to take calls, receive messages and concerns, and route calls to appropriate representatives. When choosing a provider, consider its affordability and key features, such as 24/7/365 call answering, custom scripts, and bilingual agents. In this guide, we outline the seven best answering services for small businesses, so you can improve the efficiency of business communications.
- VoiceNation: Best overall answering service
- Abby Connect: Best for artificial intelligence (AI) tools
- MAP Communications: Best for affordability
- PATLive: Best for third-party integrations
- Ruby: Best for payment processing
- Davinci Virtual: Best for administrative support
- AnswerConnect: Best for high call and chat volumes
Best Answering Service Compared
VoiceNation: Best Overall Answering Service
What We Liked
- It has warm call transfer option.
- It doesn’t have a lock-in contract.
- It offers quick set-up, with agents taking calls as soon as the business signs up.
Where It Falls Behind
- It doesn’t integrate with scheduling and ecommerce apps.
- Free trial is capped at 30 minutes only.
- It doesn’t publish its overage rates.
VoiceNation Monthly Pricing
- Essential: The plans include a local or toll-free number, bilingual receptionist, call transfer, message taking, and scripted responses.
- 20 minutes: $70
- 50 minutes: $135
- 100 minutes: $229
- 250 minutes: $525
- 500 minutes: $925
- Personalized:
- 50 minutes: $176
- 100 minutes: $298
- 250 minutes: $683
- 500 minutes: $1,203
- Free trial: 7 days or 30 minutes
Based on our evaluation, VoiceNation is the best answering service for small businesses, offering comprehensive receptionist services. It handles calls 24/7, follows scripted responses, and sends messages to businesses instantly through email or text, depending on the company’s preferred channel. Its bilingual answering service lets you connect with audiences speaking English and Spanish.
Moreover, it offers unlimited caller information and employee contacts. Agents take as much information as needed from customers and accommodate as many employees and call types as required. The best part is that you can monitor all your account activities on its visually appealing mobile app. The platform lets you call and text customers, monitor minute usage, and block specific contacts to prevent wasting calling minutes.
The downside of choosing VoiceNation is its limited third-party integrations. Consider another answering service for small businesses if you need to connect different business apps to your receptionist solution. PATLive is a great option, as it works natively with various platforms, including ecommerce and scheduling apps.
VoiceNation Features
See how many receptionist minutes you have left via VoiceNation’s mobile app. (Source: VoiceNation)
- Bilingual operators: Make callers comfortable by letting them converse with agents in their native language. VoiceNation offers free Spanish-speaking representatives with its live answering service.
- Call forwarding: All plans come with free call transfers, allowing you to decide which calls you take and which will be transferred to employees. Use call forwarding to send incoming calls from one phone line to another.
- Custom call scripts: Create tailored scripts that ensure your messaging and tone are consistent across the board. Similarly, custom scripts ensure you collect and provide all the necessary information using a well-crafted spiel.
If you’re eyeing to handle calls on your own and would want to improve caller journeys, learn more about VoIP phone features. Maximize your phone system’s call management, call monitoring, and unified communications tools.
Abby Connect: Best for Artificial Intelligence Tools
What We Liked
- It offers 99.99% uptime, ensuring that your business is available when clients call.
- It provides a dedicated calibration specialist for account setup and a customer success manager for account optimization.
- It is compliant with the HIPAA standards.
Where It Falls Behind
- It has expensive subscription plans.
- It can only natively integrate with five third-party solutions.
- Custom scripts aren’t available.
Abby Connect Monthly Pricing
- Receptionist Plans: The plans include custom answering hours, customized call handling, appointment scheduling, bilingual receptionists, voicemail solutions, and call blocking.
- 100 receptionist minutes: $329
- 200 receptionist minutes: $599
- 500 receptionist minutes: $1,380
- Live Chat Plans: The plans include automated greetings, chat-to-call, pre-chat form, and post-chat survey.
- 10 engaged chats: $129
- 30 engaged chats: $329
- 50 engaged chats: $469
- Bundled Plans:
- Abby 10 Bundled Plan: Your Receptionist Plan + 10 live chats for $99
- Abby 30 Bundled Plan: Your Receptionist Plan + 30 live chats for $249
- Abby 50 Bundled Plan: Your Receptionist Plan + 50 live chats for $399
- Free trial: 14 days
Abby Connect is the best answering service for small businesses wanting to streamline customer communications through AI. It generates instant call summaries and accurate transcripts, letting you review customer conversations quickly, as soon as you need them. Abby AI analyzes customer sentiment, labeling calls as positive, negative, or neutral. With this, it’s easier to measure customer satisfaction, determine areas for improvement, and enhance the overall customer experience.
Additionally, Abby Connect’s AI tool offers suggestions to improve call routing and handling strategies based on insights gathered from past phone calls. Unfortunately, Abby Connect doesn’t offer custom scripts. Our top answering service for small businesses, VoiceNation, provides this feature and includes this in its subscription plans.
Abby Connect Features
View communication activities and account details on Abby Connect’s mobile app. (Source: Abby Connect)
- Custom call transfer tunes: Choose what your customers hear while their call is being transferred. This ensures callers have a pleasant experience throughout the call journey.
- Abby Connect app: This powerful app gives you more control over your account even when you’re on the go. You can track minute usage, look at call trends, set call availability, and submit receptionist feedback from your phone.
- Live chat: Besides call answering, Abby Connect offers live chat services with features like post-chat surveys, scheduling assistance, and multi-language support. This allows you to cater to audiences who prefer messaging over calling.
MAP Communications: Best for Affordability
What We Liked
- It doesn’t require a credit card for the free trial.
- It has an in-house information technology (IT) department that handles and resolves technical issues.
- It offers personalized account and software design.
Where It Falls Behind
- The web portal design is outdated.
- It has fewer plan options available compared with other providers.
- It doesn’t have live chat services.
MAP Communications Monthly Pricing
- Pay-as-you-go: $47 for a free phone number, free message delivery, English and Spanish fluency, compliance with HIPAA standards ($1.37 per minute)
- Business: $177 for 125 minutes ($1.30 per additional minute)
- Enterprise: $296 for 225 minutes ($1.28 per additional minute)
- Free trial: 7 days
The plans include a specialized toll-free number, IVR, call screening, and online account analytics.
MAP Communications is the affordable answering service small businesses choose, given its entry-level plan, costing only $47. This pay-as-you-go package is a great option for companies with low to fluctuating call volumes. It doesn’t tie you to a monthly minute bundle; it only charges you for the minutes you consume.
The per-minute rate is $1.37, which is relatively cheaper than other providers. The subscription plan includes valuable live answering features, such as bilingual answering services, compliance with HIPAA standards, free message delivery, and full account customization.
However, one disadvantage of MAP Communications that you should consider is its outdated web portal design. Other answering services for small businesses have visually appealing interfaces that make configuring call handling settings and instructions more seamless. Abby Connect and Ruby are our top options, given their modern feel.
MAP Communications Features
Get 24/7 access to account analytics and monitor call answering activity in real time. (Source: MAP Communications)
- Security compliance: All MAP Communication plans are HIPAA-compliant and certified by the Health Information Trust Alliance (HITRUST). This emphasizes MAP Communications’ rigorous standards for handling high-risk data.
- Live call transfer: Depending on your preference, the receptionists facilitate cold and warm call transfers to specific persons or departments. They screen all your calls and provide information or take messages as necessary.
- Custom scripts: Scripting ensures receptionists follow predefined talking points to ensure a consistent interaction with all your customers, regardless of who answers the phone.
PATLive: Best for Third-party Integrations
What We Liked
- Contract is not required, and businesses may cancel, upgrade, or downgrade at any time.
- It offers a smooth onboarding process.
- It provides support for event registrations.
Where It Falls Behind
- It has expensive subscription plans.
- Bilingual Spanish services require an extra fee.
- It doesn’t have interactive voice response (IVR) services.
PATLive Monthly Pricing
- Starter: $205 for 75 minutes and one phone number ($1.82 per additional minute)
- Standard: $360 for 200 minutes and three phone numbers ($1.56 per additional minute)
- Premium: $535 for 350 minutes and three phone numbers ($1.40 per additional minute)
- Pro: $825 for 600 minutes and five phone numbers ($1.30 per additional minute)
- Free trial: 14 days
All plans include call transfer, call screening, message taking, scheduling, and third-party integrations.
PATLive is the best answering service for small businesses planning to integrate existing tools with their virtual receptionist solution. Among the providers here, it has the most native integrations, covering various types of software, including:
- Calendar and scheduling: Google Calendar, Calendly, and AppointmentPlus
- CRM: HubSpot, Freshsales, and Zoho CRM
- Ecommerce: Shopify, Etsy, BigCommerce, Squarespace, and Wix
In addition, the provider allows you to integrate its solution into existing business apps through its API. This means you’ll be able to access call records from PATLive within your platform. Unfortunately, this provider doesn’t offer IVR services. Other answering phone services like MAP Communications have this, facilitating a more efficient response to customers.
PATLive Features
Let PATLive agents direct select calls to the voicemail box. (Source: PATLive)
- Lead collection: PATLive uses forms to gather information from potential customers. The data will be stored in your own CRM software via integrations, thereby not requiring manual entry or transfer.
- Scheduling: Let the agents handle bookings: new, rescheduled, or canceled sessions. To organize appointments, PATLive receptionists work with the businesses’ existing calendars, enabling you to see all the updated schedules.
- Voicemail boxes: Instruct agents to send certain calls or inquiries made at certain times to voicemail. Each subscription plan includes a voicemail box.
Ruby: Best for Payment Processing
What We Liked
- It offers outbound calling solutions.
- It automatically filters out robocalls, preventing minute wastage.
- It sends instant notifications after a call is wrapped up.
Where It Falls Behind
- Bilingual receptionist services only operate from Monday to Friday, from 6 a.m. to 5 p.m. Pacific time.
- It is more expensive than our top answering service solution, VoiceNation.
- It lacks order processing services.
Ruby Monthly Pricing
Reception Plans: The plans include 24/7/365 receptionist services, access to the app and portal, custom after-hours call routing, and third-party integrations.
- Call Ruby 50: $235 for up to 50 receptionist minutes
- Call Ruby 100: $375 for up to 100 receptionist minutes
- Call Ruby 200: $680 for up to 200 receptionist minutes
- Call Ruby 500: $1,640 for up to 500 receptionist minutes
Chat Plans: The plans include chat transcripts, compliance with HIPAA, and quick response time.
- Chat Ruby 10: $135 for up to 10 chats
- Chat Ruby 30: $315 for up to 30 chats
- Chat Ruby 50: $490 for up to 50 chats
Bundled Plans:
- Bundled Chat Ruby 10: Your Call Ruby plan + 10 chats for $109
- Bundled Chat Ruby 30: Your Call Ruby plan + 30 chats for $252
- Bundled Chat Ruby 50: Your Call Ruby plan + 50 chats for $392
Ruby is included in our list of top answering services for small businesses, which is ideal for those engaged in financial transactions over the phone. It complies with the PCI DSS, a set of security standards aimed at protecting payment card information. The setup for facilitating financial transactions is straightforward, with these steps:
- Secure a payment link from your preferred payment service provider (PayPal, Shopify, Stripe, or Square) and submit it to Ruby.
- Let Ruby assign your account to a special queue that only alerts receptionists in a compliant facility.
- When the caller is ready to pay, the Ruby receptionist will key in the payment information into your payment processing link.
Unfortunately, Ruby’s bilingual receptionist services aren’t available 24/7. Other call answering services like VoiceNation have English-Spanish-speaking agents ready to take on calls anytime.
Ruby Receptionist Features
Use the Ruby App to update your call answering instructions with the status function. (Source Ruby.com)
- Robust mobile app: Get real-time notifications and stay on top of your answering system using the Ruby app. Use your phone to update your status, check messages, access call records, and set up your caller ID.
- Flexible call forwarding: Determine who answers what calls when with flexible call forwarding. Answer only the calls you prioritize or choose to send all or select calls to Ruby.
- Robocall filtering: Ruby automatically filters robocall voicemail so virtual receptionists don’t answer the calls or charge your business.
Davinci Virtual: Best for Administrative Support
What We Liked
- It has unlimited long-distance calling within the US and Canada.
- It provides virtual fax support.
- It has a more affordable entry-level plan than other live answering service providers.
Where It Falls Behind
- It doesn’t have a free trial.
- It doesn’t offer 24/7 live answering services.
- It requires a one-time set-up fee of $95.
Davinci Virtual Monthly Pricing
Business Plans: The Business Plans include a free local or toll-free number, live call answering service, call forwarding, call screening, voicemail management, advanced call routing, and unlimited long-distance calling.
- Business 50: $129 for 50 live answer minutes
- Business 100: $239 for 100 live answer minutes
Premium Plans: The Premium Plans include appointment scheduling, outbound calling, order processing, and administrative assistant tasks.
- Premium 50: $249 for 50 live answer minutes
- Premium 100: $319 for 100 live answer minutes
Davinci Virtual offers extensive services beyond live chat and small business answering services, as it handles administrative assistant tasks. These include scheduling deliveries, planning travels, providing meeting support, facilitating customer assistance, and managing voicemails. If you’re not ready to take on a full-time office administrator role, delegate office tasks to your Davinci Virtual assistant and focus on more complex business concerns.
Additionally, the provider offers virtual offices and meeting spaces. It’s ideal for solopreneurs and small teams looking for cost-effective business services like mail receipt and forwarding, professional business addresses, and meeting equipment use. Virtual office support allows businesses to keep overhead expenses and staffing low while gaining access to essential services as needed.
Unfortunately, Davinci’s live receptionist team only answers calls between 8 a.m. and 8 p.m. Eastern time from Monday to Friday. However, it does offer complimentary, 24/7 automated support. For 24-hour phone answering services, consider VoiceNation, which provides the fastest new account activation.
Davinci Virtual Features
Request outbound calls right from Davinci Virtual’s mobile app. (Source: Apple Store)
- Proactive live chat: Create and automatically send visitors a welcome message when they land on your webpage. It ensures customer engagement and gives a great first impression.
- Outbound calling: Improve customer outreach efforts so you can focus on more high-yield tasks. Davinci Virtual can handle lead generation and follow-up calls.
- Voicemail management: Add your hold music, transfer messages, and introductions to your virtual voicemail management system. The provider offers voicemail-to-email and voicemail-to-text services, helping you save time by reading messages at your convenience.
AnswerConnect: Best for High Call & Chat Volumes
What We Liked
- It has no lock-in contract.
- It doesn’t charge for the first 30 interactions under 30 seconds per billing cycle.
- It provides order management support.
Where It Falls Behind
- Its overage rates are high.
- It requires extra fees for bilingual support.
- Call transfer is only free for up to 500 minutes.
AnswerConnect Monthly Pricing
- Entry: $350 for 200 minutes, basic scripting, CRM integrations, and desktop and mobile app ($2.50 per additional minute)
- Growth: $395 for 300 minutes, customizable scripting, and live chat support ($1.85 per additional minute)
- Standard: $575 for 400 minutes ($1.85 per additional minute)
Larger minute bundles are available, ranging from 500 to 100,000 minutes, with the 550 minutes costing $795 a month and the 100,000 minutes priced at $132,950 a month.
AnswerConnect is the ideal small business phone answering service for those with high-volume call traffic because of its large volume plans. Its base plan comes with a generous 200 minutes, and you can upgrade to 550 and further up to a maximum of 100,000 minutes. This makes for an excellent solution for businesses scaling communication operations. All live answer plans have business features like customizable scripts, CRM integrations, and access to desktop and mobile apps.
Streamline the process of generating and identifying potential customers by tapping AnswerConnect’s lead capture and lead intake form completion. All of the provider’s plans include live chat support, while other providers like Ruby charge an additional fee. However, it charges for services like bilingual support and HIPAA compliance, which are free with other providers.
If you’re looking for affordable and straightforward billing, check out other phone answering services for small businesses. Consider MAP Communications’ pay-as-you-go plan, which already covers bilingual support and HIPAA and HITRUST compliance.
AnswerConnect Features
Monitor call handling activities on AnswerConnect’s web portal. (Source: AnswerConnect)
- Calendar management: Allow customers to make an appointment with your team and get instant updates about bookings in real time. Receptionists can add new appointments directly to your schedule. AnswerConnect offers this service free of charge.
- Client web access: All clients receive access to a client portal upon signing up. This one-stop-shop dashboard outlines all interactions, personalizes your account, and stores all your data.
- After-hours answering: Accommodate calls after business hours, even on weekends and holidays. This ensures that you capture every call from potential clients and address existing customers’ concerns.
How We Evaluated the Best Answering Service
The best answering services enhance your customer support services and improve operational efficiency. Leading solutions offer affordable per-minute rates, 24/7 answering support, bundled chat services, and multi-language support. To come up with an objective assessment in this buyer’s guide, we compared different providers and assessed their pricing and functionality.
Learn how we evaluated the best small business answering services by clicking on the tabs below:
15% of Overall Score
Price was a major consideration because small businesses look for cost-effective solutions. We determine which service providers offer free trials and discounts. We compared the subscription plan fees with the prevailing fees in the market and assigned more points to providers without termination fees.
25% of Overall Score
We considered the essential capabilities small businesses look for, such as live virtual receptionist services, custom scripting, call transfer, message taking, and voicemail solutions. Our criteria also included the availability of third-party integrations and mobile apps.
20% of Overall Score
For niche features, we considered bilingual live answering, appointment setting, and IVR solutions. Similarly, we awarded additional points if the features included local and toll-free numbers and dashboard management.
10% of Overall Score
To find the best answering service for small businesses, we assessed each platform’s user-friendliness by taking our own experience and other user reviews. We considered whether there was a learning curve for new users or challenges during the setup and configuration phases.
15% of Overall Score
We evaluated the level of customer support by checking out which communication channels each provider offers to clients. Providers with live chat, phone, email ticketing, and help centers were given higher points. We prioritized platforms with 24/7 service hours.
15% of Overall Score
We determined the best business call answering service by looking at the value for money. We assessed each solution’s standout features, popularity, and ease of use, which would make them a top choice for businesses.
*Percentages of overall score
Frequently Asked Questions (FAQs)
Live answering services have a professional human receptionist picking up calls and responding to clients on your behalf. On the other hand, an answering machine is a digital device that answers phone calls and plays a custom greeting after a predetermined number of rings.
Virtual receptionists field incoming calls and resolve basic customer inquiries and needs. It streamlines incoming call management workflows and improves professional credibility. It enhances the customer experience by providing clients with personalized interactions, multilingual support, and reduced wait times.
The factors you look for when finding the best telephone answering service for small businesses depend largely on your communication requirements. However, some of the general considerations include the following:
- Value for money: Find providers offering subscription plans that suit your budget. Aside from the rates, evaluate the inclusions for each package and ensure that they cover important features such as 24/7 live answering, custom scripts, appointment scheduling, local or toll-free numbers, and third-party integrations.
- Fast and easy set-up: Ask the provider how long the setup will take and which requirements you must prepare. Note that some vendors have a set-up fee.
- Agent experience: Gauge the provider’s expertise in answering phone calls. If you’re in a niche industry, say, the medical or legal field, the agents must be well-versed in accommodating specific customer concerns.
- Portals: Most answering service providers offer a web portal or a mobile app so you can track call activities and minute usage. See if they have a user-friendly interface that makes navigating to different features easy.
Bottom Line
A live answering solution is an efficient and cost-effective way to deliver top-quality customer service and elevate your organization’s credibility. We found VoiceNation to be the best answering service for businesses, as its plans have bilingual operators, custom call scripting, and instant activation. It doesn’t put a cap on the amount of information taken from callers or the number of employees registered with the account.
As soon as the agents receive messages from clients, they relay these to company representatives via email and text. In addition, VoiceNation has a user-friendly, visually appealing mobile app that makes configuring call handling settings easy. A monthly subscription starts at $70 and comes with 20 minutes. Sign up for its seven-day free trial now.
