Answering services for small businesses can save you time and money while ensuring professional customer experiences. The best answering service may be a virtual receptionist or a live human attendant, depending on your needs. Both versions greet callers and route them to extensions. However, human receptionists are typically more expensive than automated services. We chose a mix of solutions to help you compare, including dedicated answering services and voice-over-internet-protocol (VoIP) systems with virtual attendants.
When looking at an answering service, you may not immediately think of a VoIP service, especially since many of them don’t offer live human receptionists for your team. However, automated attendants can pick up and receive all of your incoming call traffic at a fraction of the cost. As such, we think that our readers should consider those in addition to traditional answering services
The top six answering services for 2021 are:
- RingCentral: Best overall for companies wanting a basic or multilevel auto-attendant instead of live services
- Ruby Receptionist: Best live answering services for small businesses
- Map Communications: Great for companies that want on-demand options and custom scripts
- VoiceNation: Ideal for businesses looking for affordable after-hours call services
- Abby Connect: Excellent choice for businesses that need a personal team of receptionists
- Davinci: Best option for teams that want a combination of live and automated services
How We Evaluated Answering Services for Small Businesses
Answering services can be standalone solutions or all-in-one business phone systems with answering features. Since both types support small business owners’ needs, we examined various plans to uncover common VoIP features as well as value-added packages.
RingCentral’s score of 3.58 out of 5 makes it the best overall answering service for small business owners, even when compared against the benefits of using a dedicated answering service. Its feature-rich plans, user-friendly applications, and multilevel auto-attendant helps you answer and route calls without the overhead of a live receptionist. Plus, RingCentral is an inexpensive solution with packages starting at $29.99 per user, per month with an annual payment.
Explore how we evaluated the best answering services by clicking on the tabs below:
15% of Overall Score
We considered the prices of various plans offered by answering services, along with the availability of volume-based discounts, free packages, and cost reductions for annual payments.
30% of Overall Score
We reviewed options for live and virtual receptionists while comparing standard features, such as hold music and call queuing. Moreover, we looked for plans offering company-provided scripts and custom script support.
30% of Overall Score
We critiqued packages by examining advanced call handling options, like call barge and call whisper. Plus, we gave points to providers for dedicated live staff, bilingual live receptionist, call overflow, and outbound calling.
25% of Overall Score
To measure our expert score, we evaluated overall features and value for the price. We also looked at plan and provider popularity while accessing ease of use.
When comparing answering services, you may initially think about services that effectively let you outsource your receptionists to a company in exchange for a certain rate. However, those services can be costly depending on your average call volume. We find that many organizations can benefit much more from an affordable VoIP system that comes with automated attendant functionality as well as unlimited domestic calling, texting, and voicemail. As such, RingCentral is our top pick for the best overall answering service.
RingCentral
PROS
- Affordable monthly or yearly plans
- Multilevel interactive voice response (IVR) system
- Encrypted video conferencing
CONS
- Phone tree setup can be complex
- Per-user pricing may be expensive for larger teams
- Some differences between app and browser use may be confusing
| RATING CRITERIA | Pricing | 3.00 | OUT OF | 5 |
| General Features | 3.25 | OUT OF | 5 | |
| Advanced Features | 3.00 | OUT OF | 5 | |
| Expert Score | 5.00 | OUT OF | 5 |
RingCentral is a VoIP service providing a unified communications platform and a robust automated attendant. With RingCentral, you don’t need a live receptionist. Instead, a virtual attendant automatically answers all calls and routes them to the right department or employee. It offers a multilevel interactive voice response (IVR) system with up to 250 voice menus and submenus per account. Furthermore, you can connect calls to a dial-by-name directory, voicemail, or external phone numbers. Prices start at $19.99 per user, per month for up to 20 users with a yearly payment.
RingCentral Pricing*
- Essentials: $19.99 per user, per month for up to 20 users, unlimited calling and texting in the U.S. and Canada, auto-attendant, call flip, presence, and call park
- Standard: $24.99 per user, per month for a multilevel auto-attendant, unlimited internet fax, on-demand call recording, intercom, and paging
- Premium: $34.99 per user, per month for automatic call recording, call whisper, hot desking, real-time analytics, and call barge
- Ultimate: $49.99 per user, per month for everything in Premium plus unlimited cloud storage, device status alerts, and device status reports
*Pricing is on an annual basis for two to 20 users. Standard, Premium, and Ultimate plans let you add an unlimited number of users. Monthly plans are also available.
RingCentral Features
- Multilevel IVR: Perfect for companies with multiple locations, the multilevel IVR lets you add a direct number (DID) for each menu on top of your business number. The user-friendly graphical editor makes it easy to create phone trees. Plus, customizable telephone prompts and inbound call routing solutions let you tailor customer experiences.
- Video conferencing: RingCentral uses the integrated Glip tool to offer unlimited one-on-one or group meetings with up to 200 people. You can join conferences from a browser or app to share screens, record meetings, or set up team group chats.
- Advanced call management: Customize your call management and user configurations online or in the app to screen, transfer, park, or forward calls. It also offers call flip, call log, and presence data.
Find more information by looking at our RingCentral reviews page.
Ruby Receptionist
PROS
- Bundled plans help you save money with live chat and receptionist features
- Bilingual agents support your callers’ language preferences
- Options for personalized frequently asked questions (FAQs)
CONS
- Expensive for small business owners
- Custom hold music is an extra fee
- There can be a learning curve for those new to virtual receptionist services
| RATING CRITERIA | Pricing | 2.00 | OUT OF | 5 |
| General Features | 5.00 | OUT OF | 5 | |
| Advanced Features | 3.00 | OUT OF | 5 | |
| Expert Score | 3.44 | OUT OF | 5 |
Ruby Receptionist is a live virtual receptionist, business phone system, and live chat provider available 24/7/365. It can route and transfer calls, take messages, and schedule appointments using a Calendly integration. Ruby Receptionist works with you to help you get the most out of your service by deciding how and when you want live support. Prices start at $319 per month for up to 100 receptionist minutes. With a no-questions-asked, 21-day money-back guarantee, there’s no obligation required to try the service.
Ruby Receptionist Pricing
- Call Ruby 100: $319 per month for up to 100 receptionist minutes
- Call Ruby 200: $599 per month for up to 200 receptionist minutes
- Call Ruby 350: $999 per month for up to 350 receptionist minutes
- Call Ruby 500: $1,399 per month for up to 500 receptionist minutes
Ruby Receptionist Features
- Mobile app: Ruby Receptionist puts flexibility in the palm of your hands. Use the Ruby app to update your status, and your live receptionist will adjust their approach as needed. From the app, you can also check messages from clients or receptionists, access call records, or request Ruby Receptionist to make an outbound call on your behalf.
- Live virtual receptionist: Ruby Receptionists are trained in empathetic listening and are 100% U.S.-based. The company offers English or Spanish agents, allows for custom greetings, and tightly integrates services, so callers never realize that the receptionist isn’t in the same office as you.
- Custom voicemail: All plans come with custom voicemail services. You can request that calls be automatically directed to voicemail if you’re unavailable, and you can listen or read messages using the Ruby application.
Map Communications
PROS
- 7-day free trial with no credit card needed
- Highly customizable scripts
- Calendar integrations for appointment scheduling
CONS
- Activation may take up to 24 hours
- No mobile application
- No custom hold music
| RATING CRITERIA | Pricing | 1.00 | OUT OF | 5 |
| General Features | 5.00 | OUT OF | 5 | |
| Advanced Features | 3.00 | OUT OF | 5 | |
| Expert Score | 3.13 | OUT OF | 5 |
Map Communications provides 24/7/365 answering services for small businesses. Each plan comes with a nationwide toll-free number or local phone number. The U.S.-based bilingual team handles call overflow, qualifies leads, and manages emergencies. Since the service integrates with Google Calendar, Calendly, and Setmore, operators can quickly and accurately set up new appointments. The personalized solutions let you forward any number of personal or business lines to the Map service, and you can choose how you want to receive messages. Pricing starts at $39 per month plus $1.15 per minute, making it an affordable option for on-demand services.
Map Communications Pricing
- Standard: $39 per month plus an additional $1.15 per minute
- Business: $149 per month for up to 125 receptionist minutes plus $1.09 per additional minute
- Executive: $249 per month for up to 225 receptionist minutes plus $1.07 per additional minute
Map Communications Features
- Call routing options: You can create a personalized plan to route, forward, patch, or transfer calls. The operators can prioritize certain caller types and provide warm and cold call transfers.
- Lead qualification: Save time qualifying leads by developing requirements that classify a caller as a lead. The operators will obtain the details and pass along qualified leads to your team.
- Custom scripting: Map Communications is well-known for its custom scripting options. An account manager works with you to determine your needs and those of your callers. The company offers operators equipped to handle emergencies, technical troubleshooting, and payment processing.
VoiceNation
PROS
- 7-day free trial and no contracts required
- Bilingual U.S.-based customer service agents
- Robust reporting and analytics
CONS
- Some transcription errors result in incorrect spellings of caller names
- Business phone services are a separate charge
- Unused minutes don’t rollover
| RATING CRITERIA | Pricing | 1.00 | OUT OF | 5 |
| General Features | 4.25 | OUT OF | 5 | |
| Advanced Features | 3.00 | OUT OF | 5 | |
| Expert Score | 3.44 | OUT OF | 5 |
VoiceNation is a flexible answering service that gives small business owners an affordable way to handle emergency calls after hours and ensure smooth order processing even if you’re out of the office. All monthly packages feature unlimited users, custom scripting, and 24/7 live service. Pricing starts at $49 per month for up to 20 receptionist minutes, and you can track your minutes using the convenient mobile app or online portal. VoiceNation doesn’t require a contract and offers a seven-day free trial.
VoiceNation Pricing
- Basic: $49 per month for up to 20 receptionist minutes
- Business: $99 per month for up to 50 receptionist minutes
- Pro: $249 per month for up to 150 receptionist minutes
- Executive: $449 per month for up to 300 receptionist minutes
- Enterprise: $799 per month for up to 600 minutes
VoiceNation Features
- Call reports: VoiceNation provides detailed call reports, making it easy to track and analyze call data. Live receptionists log call data so you can view information, such as call trends, type, location, length, and volume.
- Mobile app: Use the intuitive mobile app to stay on top of calls. Push notifications alert you to messages or missed calls without you needing to pick up the phone. Plus, you can sort, tag, export, and filter calls to prioritize your workday. With one click, you can update your status in real time, so agents will screen calls and take messages.
- Order processing: VoiceNation is an excellent solution to help buyers place an order via the phone instead of your website. Live operators can either log into your site or use an online sales order form to handle your overflow as well as after-hours sales calls efficiently.
Abby Connect
PROS
- 14-day free trial, no credit card required
- Dedicated account receptionists
- Warm transfer for all calls
CONS
- $95 setup fee for new accounts after the free trial
- Expensive per-minute overage rate
- 24/7/365 service costs extra
| RATING CRITERIA | Pricing | 1.00 | OUT OF | 5 |
| General Features | 5.00 | OUT OF | 5 | |
| Advanced Features | 2.75 | OUT OF | 5 | |
| Expert Score | 2.81 | OUT OF | 5 |
Abby Connect is an answering service that assigns a team of U.S.-based receptionists to your account. You can have unlimited users and choose a toll-free or local phone number. Standard services answer calls Monday through Friday from 5 a.m. to 9 p.m. Pacific Time and 6 a.m. to 6 p.m. Pacific Time on weekends. However, you can request 24/7 services for an extra fee. Operators can schedule appointments using Microsoft Outlook and Google integrations, answer custom FAQs, and make up to eight outbound calls per hour. Prices start at $279 per month for 100 minutes.
Abby Connect Pricing
- Plan A: $279 per month for up to 100 receptionist minutes and $2.79 per overage minute
- Plan B: $499 per month for up to 200 receptionist minutes and $2.49 per overage minute
- Plan C: $1,089 per month for up to 500 receptionist minutes and $2.18 per additional minute
Abby Connect Features
- AbbyGO mobile app: The user-friendly mobile app lets you make and manage calls from anywhere. You can see messages from your receptionists in real time, set your availability status, check minute usage, and send or receive text messages.
- Voicemail: You can set up a custom voicemail system with a general mailbox for your company or dedicated mailboxes for each employee. Abby Connect also supports a phone tree set up for transferring voicemail calls.
- Dedicated receptionists: 99.9% of Abby Connect receptionists work out of the Las Vegas, Nevada, office, and you get a team assigned to your account. If you use Abby Connect for extended business hours, you get two teams, whereas 24/7 service comes with three groups.
Davinci
PROS
- Auto-attendant included on all plans
- Mobile apps for iOS and Android
- Can add a virtual assistant for administrative tasks
CONS
- $95 one-time setup fee
- It takes one to two business days to activate the service
- Bilingual services only available on premium plans
| RATING CRITERIA | Pricing | 0.00 | OUT OF | 5 |
| General Features | 5.00 | OUT OF | 5 | |
| Advanced Features | 2.75 | OUT OF | 5 | |
| Expert Score | 3.44 | OUT OF | 5 |
Davinci is a live answering service that offers virtual address services, conference rooms, and virtual assistant work. All plans come with two toll-free or local phone numbers, or you can forward calls from an existing business phone number. During the hours of 8 a.m. to 8 p.m. Eastern Time, the live receptionist answers calls, and after those hours, an automated attendant handles your callers. Davinci offers regular and premium plans, but for outbound calls, appointment scheduling, and order processing, you’ll need a premium package. Prices start at $99 per month for 50 live answer minutes.
Davinci Pricing
- Business 50: $99 per month for up to 50 live answer minutes plus $1.25 per extra minute, with average business calls lasting 80 to 100 seconds
- Business 100: $239 per month for up to 100 live answer minutes plus $1.25 per extra minute
- Premium 50: $249 per month for up to 50 live answer minutes plus $1.75 per extra minute, with average business calls lasting 120 to 150 seconds
- Premium 100: $319 per month for up to 100 live answer minutes plus $1.75 per extra minute
Davinci Features
- Auto-attendant system: All live receptionist plans come with a virtual receptionist system. It provides one main greeting and a company voicemail box. The automated service offers other VoIP features, such as advanced call routing, audio conferencing, and online faxing.
- Outbound calling: Davinci receptionists handle inbound and outbound calls. They cover lead generation, follow-up calls, surveys, and subscription renewals. Plus, receptionists can access any web-based calendar to schedule and confirm appointments.
- Voicemail management: You can customize your hold music or transfer messages with your personal voicemail system. It lets you send voicemails as digital files to your email, where you can forward or open them with one click. Davinci also offers optional voicemail-to-text as an optional service.
Bottom Line
Answering services for small businesses can add the human touch that your customers crave. Or you can use it for extra support during peak seasons, for emergency response services, or to process telephone orders after hours. Some providers offer dedicated teams, while others include additional services, such as a virtual address or an assistant for administrative tasks.
For small businesses, we pick RingCentral as the best answering service. Although it doesn’t come with live support, RingCentral provides the most affordable solution with a multilevel auto-attendant, allowing you to personalize call routing with up to 250 menus and submenus. Get started today by signing up for a free trial with RingCentral.
April Gillmore
Hi! Can you please include answerfirst.com/ in your next revision?
Amanda Norman
Hi April,
Thanks for visiting the site! We typically review and update our buyer’s guide once per year and can take a look at it then.
Mandy, Moderator
Lou DiSerafino
Hi Jeremy,
My company is considering these vendors for an answering service for our emergency hotline number… to triage the call based on predetermined scenarios scripts and then contact our company emergency responders with prompt, accurate (potentially life saving) information. Which of these vendors is up to the task?
LDS
Jeremy Marsan
Of the services we reviewed, MAP Communications most closely aligns with what you’re looking for. With MAP, you can provide scripts to answer more complicated FAQs.
Morgan
Hi Jeremy,
My business has been running for 2 years now.
I feel like all my customer retention problems will be over.
Thanks for sharing this info.
Jeremy Marsan
Sure thing, happy we could help! Which service did you wind up using?
Aaron Boatin
I would also recommending googling ATSI which is an association that the most reputable telephone answering services belong to.
Jeremy Marsan
Thanks for dropping in. ATSI has a member directory that is useful for finding local teleservice businesses.
Patrick Garde
Hi Jeremy,
Thank you very much for comparing the top answering service in the market today. Might want to consider Cloud Phone Answering (http://phoneanswering.net) as well if you’re looking for an alternative answering service in the USA.
Thanks again!
Patrick
Jeremy Marsan
Hi Patrick,
Thanks for dropping in. We’re happy to check out Cloud Phone Answering during our next revision. It’s good to see that pricing & features are very transparent.