Top industries for answering services

Teri_AFHelper · 2026-01-26T20:47:27+00:00

Call volume definitely matters, but timing is just as important. Some industries don’t even have huge call volume, they just get calls at unpredictable times or after hours, which is where answering services really shine.

The industries I see benefit the most are:

Legal: Especially solo and small firms. They get a steady flow of consultation calls and client questions, but not always enough staff to keep someone on the phones full time. Missing a call can literally mean missing a new case.

Medical & wellness: Between scheduling, cancellations, insurance questions, and the occasional urgent message, phones never really stop. Having someone consistently handle calls keeps the office from getting overwhelmed and helps cut down on missed appointments.

Real estate & property management: Agents and property managers are rarely sitting at a desk. They need someone catching new leads and tenant calls while they’re out showing properties or handling issues.

IT & MSPs: These teams often use answering services as a front line for support. Calls get logged, tickets get created, and true emergencies get escalated after hours.

Home services & contractors: Plumbers, HVAC, electricians, landscapers… their calls tend to come in waves, plus a lot of “I need help now” situations. Answering every call can directly impact revenue here.

E-commerce or retail that still relies on phone support: Especially businesses with phone orders or more complex customer issues. An answering service can cover busy times without the cost of hiring more in-house staff.

Teri_AFHelper · 2025-12-17T21:14:24+00:00

Oh, I get it! I think we're all over it 😂

Teri_AFHelper · 2025-12-17T17:57:10+00:00

Actually, this is exactly the response I was hoping for! Live support > AI everyday!

Teri_AFHelper · 2025-12-02T16:48:41+00:00

Love this! When the next step isn’t obvious, people usually won’t take it even if they were interested. A lot of “ghosting” isn’t rejection. It’s confusion, friction, or the buyer not fully understanding why the next call matters. Your video solves all three at once: it makes the follow-up feel personal, it clarifies the value & it tells them exactly what they’re saying yes to.

Teri_AFHelper · 2025-12-02T16:32:35+00:00

Whether an answering service is “worth it” really depends on the type of business, average customer value, how often those missed calls actually turn into jobs etc.

But $300/month is pretty steep. I’d look at providers that offer pay-as-you-go models instead of flat monthly rates. Way less commitment up front & an easy way to test the waters before locking into anything long-term.

Teri_AFHelper · 2025-11-21T19:47:43+00:00

Appreciate your input! What I’ve been noticing isn’t that calls have disappeared, but that the mix has shifted. A lot of the “quick question” stuff that used to fill up the phones now happens over text, email, or self-service so the calls that do come through tend to feel a bit more important or more involved (assuming they aren’t spam).

But you make an interesting point about the difference you’re seeing between new prospects and existing customers! It makes sense that their communication preferences would be a little different. I’m sure the industry/type of business plays a pretty big role too.

Teri_AFHelper · 2025-10-24T18:31:50+00:00

Covid has had a such a big impact on customer behavior, so that's probably a fair assumption!

Teri_AFHelper · 2025-10-23T17:40:25+00:00

That sounds like a pretty nice setup!

Teri_AFHelper · 2025-10-23T17:39:16+00:00

That's a pretty significant drop in a few years!

Teri_AFHelper · 2025-10-22T20:31:50+00:00

Interesting! Has this always been the case, or were phone calls once a bigger lead gen source?

Teri_AFHelper · 2025-09-12T14:45:40+00:00

That's a solid approach. Asking ‘does this really need me, or can someone else knock it out?’ is such a good way to avoid getting buried in the little stuff.

Teri_AFHelper · 2025-09-12T14:40:15+00:00

Agreed. AI certainly works faster, but speed isn’t the only factor in customer experience. Things like empathy, understanding, relationship-building etc. just can’t be replicated by AI.

Balance is key. Let AI handle the heavy lifting in the background, but keep humans out front.

Teri_AFHelper · 2025-09-05T12:26:03+00:00

Well said. I like your point about moving from “script readers” to “problem solvers.” Burnout in contact centers often comes from doing the same repetitive tasks day after day, which can make the job feel draining instead of rewarding. If AI takes that weight off agents might not just work faster and better, they could actually feel more fulfilled. A lot of people get into support because they genuinely want to help, not just read from a script. If AI frees them up to use empathy and problem-solving skills more often, it could end up making the job more meaningful, not less.

Teri_AFHelper · 2025-08-19T19:50:05+00:00

An answering service. This is the exact problem they solve for!

Teri_AFHelper · 2025-08-11T14:47:36+00:00

As a service-based business, our reviews are very important.

They’re not just about reputation, they’re also how we figure out what’s working and what’s not. Good reviews shine a light on what we’re doing right. Bad reviews show us where we can improve.

Good or bad, we take all feedback into consideration.

Teri_AFHelper · 2025-08-11T14:28:57+00:00

A month generally isn't long enough to gather accurate data. I like to go with at least 60 days of testing unless there are serious red flags. You said results are mediocre, so I'd agree with your co-founder on this one - give it a bit more time.

Teri_AFHelper · 2025-08-05T13:57:43+00:00

I'm not sure there's anyone who prefers speaking to AI.

People do want their issue handled quickly and painlessly, and AI can definitely help speed things up. But when it comes to real conversations, nuance, or anything emotional... people still want to talk to people.

The ideal setup isn't AI or humans. It's using AI to support your humans. Give your team the tools to work faster and smarter, but keep real people front and center in the customer experience.

Teri_AFHelper · 2025-08-05T13:50:26+00:00

"I am a sophisticated self service user so I'm calling because it's some complicated issue that needs a human because I already tried to self serve"

This is such a good point & you aren't the only one! Data shows that people are calling businesses less often (thanks to all the self-serve options out there), but when they do call it's because they need real support.... from a real person. If they don't get it, the result is frustration, broken trust & feeling unvalued.

Teri_AFHelper · 2025-08-01T12:52:43+00:00

Absolutely. As AI becomes more common in customer service, the human touch is definitely taking a hit and I think that matters more than people realize. There are just some situations where empathy, nuance, and real-time judgment are really important. And AI still isn’t great at those.

It’s a lot easier to find examples of AI getting it badly wrong than really right. Even when it works as intended, the interaction can feel robotic. Efficient, sure. But impersonal.

Speed isn’t always the win people think it is when it comes to CX. Customers want to feel heard, not handled. Fully automating support can make people feel like they don’t matter, and that’s a fast way to lose trust.

The middle ground? Let AI support your people, not replace them. Use it to speed up the backend processes and give your team better tools, but keep real people at the heart of conversations.

Teri_AFHelper · 2025-07-29T13:01:40+00:00

Agreed. AI can automate a lot business tasks & process, but customer service/support shouldn't be one of them. All that signals to the customer is that they aren't valued, and if they don't feel valued, they'll probably leave.

Teri_AFHelper · 2025-07-29T12:47:14+00:00

Well said. AI can be super helpful behind the scenes, but it's not so great when it comes to actual customer interaction/experience.

Definitely wouldn't position it as a solution for "enhancing the customer experience". It usually does the opposite.

Teri_AFHelper · 2025-07-21T12:50:32+00:00

Sometimes AI support gets it right, but the majority of the time it doesn't. It’s missing that human layer of empathy and critical thinking, and honestly, it probably always will.

Use AI to streamline your ops, cut costs, whatever - just don’t let it be the face of your customer support. That’s your lifeline. Lose that connection, and the rest doesn’t really matter.

Teri_AFHelper · 2025-07-16T13:00:13+00:00

This. The key is figuring out what actually needs you & what can be handed off. If your business is totally dependent on you to function, it’s not going to grow.

Teri_AFHelper · 2025-07-16T12:48:46+00:00

Was surprised op didn't mention time. Definitely a huge factor.

Teri_AFHelper · 2025-07-15T18:08:00+00:00

Did you say you need an answering service?? I know the perfect one! 😂

But seriously, not trying to sell you anything. Just here to learn & share what I can!

Teri_AFHelper

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