7 Best Answering Services for Small Business in 2023
Corey McCraw is a staff writer covering VoIP and Unified Communications. Corey has over a decade of experience in marketing, tech writing, and corporate communications and has even penned content for the former First Lady Michelle Obama’s Let’s Move initiative.
Marianne is a staff writer at Fit Small Business who covers business phone services, VoIP, and video conferencing tools.
This article is part of a larger series on VoIP.
The best answering services provide well-trained live receptionists with the tools for handling calls, recording contact information, scheduling appointments, and processing orders. The right solution should be affordable for small businesses and fit seamlessly into their workflow. Answering services come with extra features, such as custom scripting, bilingual receptionists, and call routing options—improving the entire call flow and delivering a positive customer experience.
Based on our research, the best answering services include the following:
- VoiceNation: Best overall live answering service for small businesses needing immediate account coverage
- AnswerConnect: Best for companies needing live receptionists services for managing high call volumes
- Ruby: Top answering service for businesses with fluctuating call volumes
- Go Answer: Excellent for teams needing an answering service for different messaging channels
- Abby Connect: Ideal for companies looking for a dedicated team for answering calls
- MAP Communications: Suitable for solopreneurs and budget-conscious businesses looking for an affordable per-minute plan
- Davinci: Great for remote businesses needing a virtual admin assistant
Best Answering Services at a Glance
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|---|---|---|---|---|
 |
$59 for 20 minutes |
|
7 days |
4.24 out of 5 |
| Visit VoiceNation | ||||
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$325 for 200 minutes |
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✕ |
4.20 out of 5 |
| Visit AnswerConnect | ||||
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$230 for 50 minutes |
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✕ |
4.10 out of 5 |
| Visit Ruby | ||||
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$50 for pay-as-you-go |
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30 days |
3.99 out of 5 |
| Visit Go Answer | ||||
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$299 for 100 minutes |
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14 days |
3.96 out of 5 |
| Visit Abby Connect | ||||
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$47 for pay-as-you-go |
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7 days |
3.89 out of 5 |
| Visit MAP Communications | ||||
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$129 for 50 minutes |
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✕ |
3.75 out of 5 |
| Visit Davinci | ||||
VoiceNation: Best Overall Answering Service
VoiceNation
Overall Score:
4.24 / 5
What We Like
- No setup fee
- No extra fees for holidays or after-hours calls
- All plans include bilingual operators
Where It Falls Behind
- Charges 10 cents per minute for outbound calls
- Dedicated account manager is limited to Enterprise plan users
- Lacks appointment scheduling
VoiceNation Monthly Pricing
- Lite: $30 for basic message taking
- Basic: $59 per month for 20 minutes
- Business: $115 per month for 50 minutes
- Pro: $279 per month for 150 minutes
- Executive: $499 per month for 300 minutes
- Enterprise: $889 per month for 600 minutes
All plans include custom scripting, bilingual operators, order processing, reports, message delivery, and local/toll-free number.
VoiceNation is the best small business answering service for companies needing a basic virtual receptionist solution in place immediately. Live answering companies typically take over a week to set up an account, including the customization process. With VoiceNation, the instant provisioning offer allows customers to activate its services within seconds after placing an order online. Plus, it doesn’t charge a setup fee and offers lower prices than competitors.
All VoiceNation plans include custom scripting, bilingual receptionists, and a mobile app. It also offers reports and analytics tools for forecasting and performance management. However, access to a dedicated account manager is limited to Enterprise users. In this case, consider Abby Connect, which offers a dedicated team and success manager for all types of plans.
VoiceNation Features
VoiceNation’s live answering dashboard provides users with metrics that deliver critical insights. (Source: VoiceNation)
- Online dashboard: VoiceNation offers a live dashboard that lets you monitor your account, customize your script, preview messages, and track minutes. It also comes with a report and analytics tool that displays call volume, type, time, location, and length.
- Order processing: VoiceNation receptionists are trained to work with different types of businesses that need help in making sales calls and processing orders.
- Call forwarding service: Decide which calls are routed to you directly or to one of your employees. All forwarded calls are free of charge.
Learn more about VoiceNation’s live answering services in our in-depth VoiceNation review. Get the latest details about its pricing, features, and additional services.
AnswerConnect: Best for High Call Volumes
AnswerConnect
Overall Score:
4.20 / 5
What We Like
- Free web chat service
- Integrates with popular CRM tools
- All live answer plans include robust business tools
Where It Falls Behind
- Bills in 60-second increments
- Prebuilt plans are not ideal for low call volume
- Relatively high rates
AnswerConnect Monthly Pricing
- Entry: $325 for 200 minutes and $1.95 per additional minute
- Growth: $350 for 300 minutes and $1.65 per additional minute
- Standard: $475 for 375 minutes and $1.65 per additional minute
All plans include custom scripting, live chat support, appointment scheduling, desktop/mobile app, and calendar/CRM integration.
AnswerConnect is the best call answering service for businesses receiving a high volume of customer inquiries every month. While most providers offer less than 100 receptionist minutes for their base plans, AnswerConnect includes 200 minutes for their entry-level package. Businesses experiencing higher than normal call volumes may consider upgrading to its larger plans, ranging from 500 to 15,000 minutes.
AnswerConnect’s answering service comes with free access to its web chat service. This is a good deal because competitors like Ruby charge a separate fee for their live chat service.
On the downside, AnswerConnect’s pricing plans are relatively expensive for those with a limited budget. It also bills in 60-second increments, which means the first second is instantly charged a usage of 60 seconds. A cheaper alternative would be MAP Communications, which offers a pay-as-you-go pricing structure for businesses with fairly low call volumes.
AnswerConnect Features
The AnswerConnect mobile app lets you monitor every interaction your team has with your leads and customers. (Source: AnswerConnect)
- Teleport video: Start 1:1 or group video calls with your teams or customers, including access to team chat and screen sharing.
- Appointment scheduling: A team of virtual receptionists will manage your calendar and schedule your appointments over the phone, website, or on social media. It also includes premium access to a partner booking platform.
- Lead capturing: AnswerConnect’s customer experience specialist will manage your lead management process by making outbound calls to your customers based on website clicks, registrations, and purchases.
Ruby: Best for Fluctuating Call Volumes
Ruby
Overall Score:
4.10 / 5
What We Like
- All-inclusive rate for monthly plans
- Integrates with business phone systems like Nextiva and Grasshopper
- Flexible pricing plans
Where It Falls Behind
- Expensive per-minute fees
- Bilingual service is not available 24/7
- Charges extra for live chat services
Ruby Monthly Pricing*
- Call Ruby 50: $230 for 50 receptionist minutes
- Call Ruby 100: $365 for 100 receptionist minutes
- Call Ruby 200: $600 for 200 receptionist minutes
- Call Ruby 500: $500 for 500 receptionist minutes
All plans include one local/toll-free number, lead capture tool, appointment scheduling, call routing, voicemail transcription, hold music, personalized greetings, and usage alerts.
*Get a bundled plan with a virtual receptionist and live chat to save 20%
Ruby, also known as Ruby Receptionists, is the best phone answering service for companies experiencing seasonal fluctuations in call volumes. Whether you need full-time, part-time, or backup support, Ruby gives you flexibility for your call answering needs. Having all these options makes it easy to use a virtual receptionist service only when you need to or would like to.
Bundled plans are available for those who wish to combine virtual receptionist and live chat services. However, if you need a multichannel plan that also supports other messaging channels, you’re better off with Go Answer. It provides a team of virtual receptionists who will expertly handle your calls, emails, texts, and live chat messages.
Ruby Features
Ruby’s mobile app lets you manage call activities through your smartphone or smartwatch. (Source: Ruby)
- Ruby mobile app: Stay connected with your callers and access your call records, messages from receptionists, and client voicemails.
- Automated lead capture: Collects specific data from customers and website visitors. This creates a conversational flow that provides lead information and directs customers to call your business for further assistance.
- Appointment scheduling: Live receptionists will work with your preferred calendaring system to arrange appointments and coordinate schedules with your customers.
Check out our expert assessment of Ruby’s virtual receptionist and live chat services in our Ruby Receptionists review.
Go Answer: Best for Multichannel Support
Go Answer
Overall Score:
3.99 / 5
What We Like
- Longest free trial duration (30 days)
- Cheapest overage rates
- 24/7 bilingual inbound support
Where It Falls Behind
- Takes two days to set up automated greetings
- No translation service
- Automated minutes come with extra fees
Go Answer Monthly Pricing
- Plan 1: $50 for pay-as-you-go pricing and $1.15 for additional minutes
- Plan 2: $100 for 110 minutes and $1.10 for additional minutes
- Plan 3: $250 for 250 minutes and $1 for additional minutes
All plans include live call transfer, unlimited message delivery, account access, custom scripting, CRM integration, and click-to-call.
Go Answer goes beyond its virtual receptionist and live chat services by offering answering solutions for email, SMS, and ticketing. Its outsourced contact center services will help you handle all your digital interactions across multiple channels. It also offers customized answering programs based on specific business needs, including help desk, after-sales, order taking, hotline, and appointment scheduling.
While Go Answer offers a variety of answering services, it primarily focuses on customer interactions. If you’re looking for an all-in-one answering service to help you with daily admin tasks, check out Davinci Virtual. Subscribing to Davinci’s Premium plans provides access to virtual assistants who are trained to perform all the extra office work.
Go Answer Features
Go Answer has a real-time dashboard showing an overview of all your call data, including real-time and connected calls. (Source: Go Answer)
- Email response service: A team of email support specialists will handle your inbox and answer questions on behalf of your business. They will also respond to customer requests and filter out junk messages.
- Real-time dashboard: Subscribing to any Go Answer plan includes free access to your own client portal, allowing you to monitor real-time call data, ongoing calls, and call volume.
- Custom scripting: Get individualized assistance to create a personalized script for your business. Sample scripts are available if you wish to write your own.
Abby Connect: Best for Dedicated Receptionist Services
Abby Connect
Overall Score:
3.96 / 5
What We Like
- Dedicated receptionist team and success manager
- Unlimited account users
- Call recording feature
Where It Falls Behind
- High overage fees
- Additional charge for 24/7 services
- 24/7 customer support requires extra fees
Abby Connect Pricing
- Plan 1: $299 per month for 100 minutes and $2.99 per additional minute
- Plan 2: $549 per month for 200 minutes and $2.75 per additional minute
- Plan 3: $1,199 per month for 500 minutes and $2.40 per additional minute
All plans include a dedicated receptionist team, custom answering hours, bilingual receptionists, appointment scheduling, and custom transfer music.
Abby Connect is the best virtual answering service for businesses wanting to have a dedicated team to answer their calls and chat messages. Subscribing to any of its plans includes five to seven receptionists, and you may have two separate teams for expanded hours and three for 24/7 operations. This creates the impression that you have a team of receptionists who are knowledgeable about your business and clients.
Still, Abby Connect isn’t the lowest-priced solution, especially if you need 24-hour answering services. Although MAP Communications lacks a mobile app and doesn’t provide dedicated teams, it’s cheaper than Abby Connect by $100 per month. However, you will need to pay for every minute used since the standard plan does not come with included minutes.
Abby Connect Features
Get status updates from your receptionist team through the Abby Go mobile app. (Source: Abby Connect)
- Abby Go mobile app: Manage your business calls and stay updated with your receptionist team on the go. Use your business phone number to send and receive text messages and make free outbound calls.
- Call block: Conserve your receptionist minutes by preventing unwanted callers and persistent spammers from calling your assigned phone number.
- Warm transfer: Before transferring a call to your phone number, a receptionist will initially provide you with the information acquired from the caller.
Interested in Abby Connect’s live answering services? Head over to our Abby Connect review to know more about its offerings.
MAP Communications: Best for Affordability
MAP Communications
Overall Score:
3.89 / 5
What We Like
- Low-cost receptionist plans
- 24/7 call overflow answering
- Pay-as-you-go pricing
Where It Falls Behind
- No mobile app
- Plans don’t include additional business tools
- Charges $15 extra for up to six holidays a year
MAP Communications Pricing
- Standard: $47 per month for on-demand use and $1.37 per additional minute
- Business: $177 per month for 125 minutes and $1.30 per additional minute
- Executive: $296 per month for 225 minutes and $1.28 per additional minute
All plans include a local/toll-free number, message delivery, and client portal access.
Priced at just $47 per month, MAP Communications is the best answering service for solopreneurs and small businesses on a budget. With the Standard plan, you only pay for the minutes you use (in addition to a low monthly subscription fee). Receptionist services are available 24/7/365, and there’s no difference in cost after hours.
MAP Communications doesn’t have a mobile app. Instead, you must log in to its client web portal to keep tabs on your calls. If you need mobile updates on your company’s call activity, check out Ruby. Ruby offers a full-featured mobile app with one-touch call holding and Ruby-hosted business numbers.
MAP Communications Features
MAP Communication’s client portal lets you monitor real-time call activity, track call volume, and measure response times. (Source: MAP Communications)
- Custom scripts: Create a custom phone script that reflects the brand identity of your business. Account managers will study your industry, services, and offerings.
- Client web portal: A message management tool that lets you keep track of client interactions and quickly spot patterns and trends across calls.
- Call routing services: MAP Communications offer custom call routing, forwarding, and transfer services to ensure your callers reach the right person or department. It uses various criteria to handle incoming calls, including preferred time, caller ID, and the purpose of calling.
In our MAP Communications review, we talked about its best use cases, pricing structure, and plan inclusions. Check out what our expert reviewer has to say about its services.
Davinci: Best for Admin Assistance Services
Davinci
Overall Score:
3.75 / 5
What We Like
- Unlimited long-distance calling
- Per-second billing
- Virtual admin assistant
Where It Falls Behind
- Activation takes up to two days
- $95 one-time setup fee
- No free trial
Davinci Monthly Pricing
- Business 50: $129 per month for 50 minutes
- Business 100: $239 per month for 100 minutes
- Premium 50: $249 per month for 50 minutes
- Premium 100: $319 per month for 100 minutes
All Business plans include local/toll-free number, voicemail, advanced call routing, unlimited long-distance calling, and auto-attendant.
Davinci offers two package types, Business and Premium, so you only pay for the features your business needs. With Premium plans, your receptionist also serves as your virtual assistant, performing admin tasks such as planning travel and setting appointments. Davinci charges $50 per hour and bills in per-minute increments for admin work.
With Business plans, you get all the basics you expect from a professional answering service, such as voicemail management, call forwarding, and a free phone number. Plus, Davinci lets you hold conference calls with up to 99 participants.
Unfortunately, Davinci only answers calls Monday through Friday from 8 a.m. to 8 p.m. Eastern Time. Account activation also takes longer. If you need a 24-hour solution that includes weekends and holidays and quicker setup, consider VoiceNation, which provides the fastest new account turnaround time.
Davinci Features
Davinci’s mobile app includes easy-to-use menu options for call routing, voicemail, faxing, and conferencing. (Source: Davinci Virtual)
- Advanced call routing: Set up your call routing rules using a simple drag-and-drop interface that allows you to establish the rules for sending different calls to different lines by the time of day or order received.
- Outbound calling: Davinci’s live receptionists will expertly handle your outbound calls related to lead generation, appointment scheduling, and surveys.
- Davinci mobile app: Take business calls anywhere with the Davinci Virtual mobile app. It allows users to update their availability status, view messages from live receptionists, and stay updated on call activity.
Before signing up for any of Davinci’s live receptionist plans, be sure to check out our latest Davinci Virtual review.
How We Evaluated the Best Answering Services
A live answering service offers a smart way to deliver the best customer experiences while making your business seem more established. It provides an excellent opportunity to connect customers with a real person rather than a machine. For this guide, we evaluated seven answering services based on cost, customer support, and added voice-over-internet-protocol (VoIP) features.
Click on the tabs below to learn how we evaluated the best answering services for small businesses:
15%
Pricing
30%
General Features
25%
Advanced Features
10%
Customer Support
20%
Expert Score
15% of Overall Score
We compared subscription prices of answering services, including the availability of a free trial or cheaper monthly pricing. We also gave points to providers offering lower overage rates and a waived setup fee.
30% of Overall Score
All virtual answering services have to provide live receptionists. We also looked for systems with custom script support, voicemail, message delivery, customs answering hours, and a mobile app.
25% of Overall Score
We looked for premium offerings, such as bilingual receptionists and dedicated receptionist staff. In addition, we considered the availability of outbound calling and live chat services. We also checked for additional services like order processing and appointment scheduling.
10% of Overall Score
We looked at the types of support channels the provider offers, including phone, live chat, and an email ticketing system. Additional points are awarded if all support channels are available 24/7.
20% of Overall Score
We calculated our expert score by identifying standout features that deliver the best value for money. We also checked out the popularity of each provider and how easy it was to incorporate their solutions into existing call flows.
*Percentages of overall score
Bottom Line
Live receptionists provide businesses with a unique opportunity to connect with new or existing customers. Whether you’re managing a startup or a small company, an answering service reinforces strong customer relationships and maintains a consistent and professional image.
Our ratings show that VoiceNation is the best answering service for small businesses looking for low-cost plans and quick account activation. Plans include 24/7 service, bilingual operators, custom scripts, and detailed reports. Sign up for its seven-day free trial to explore the right pricing solution for your business.
