Go Answer can use other scheduling software on a case-by-case basis. For other software to be compatible with our system they must be user friendly, require no password, and compatible with call center services. To ensure no mistakes, the software would have to be very simple, fast, and efficient. To avoid overage from lengthy calls, please ensure your scheduling system is user-friendly.

If you have any more questions regarding scheduling, please contact us at 1-888-GO-ANSWER (462-6793) or [email protected]

If you want to combine multiple, non-conflicting calendars of your employees, use Google Calendar's Layering feature.

Directions:

• Select Other Calendars on the left hand side of your calendar view
• Enter the email address of employees in the Add a coworker's calendar section, then click Enter

If your coworker's calendar is private:

• Select Other Calendars on the left-hand side of your calendar view
• Enter the email address of employees in the Add a coworker's calendar section, then click Send Invite. This will send an email, inviting your employees to link calendars with you.

To make your calendar accessible to employees:

• On right hand side of calendar click gear icon, then Settings
• Under Calendar Settings, select the tab called Calendars
• On right side of screen, go to the section named Sharing, and select Edit Settings
• In Settings, go to the Details section, which will give you the ability to make your calendar public or accessible to a specific person.

Directions to make calendar accessible to specific individuals:

• Under the section, Person, select Add Person, and modify their administrative settings accordingly.

To Layer your Google Calendar:

• Under the Other Calendar section, click once on the individual/calendar.
• Once a colored box is visible next to the individual's name, it means the calendar has layered successfully over yours.

Go Answer requires any custom IVR greeting to be sent to us in MP3 or WAV format. If you prefer to take advantage of our professional recording artist to record your IVR simply call 1-888-GO-ANSWER (462-6793) with your script. (Although IVR is free, professional IVR recordings will be an additional cost). If you would like for Go Answer to record your IVR, make sure you provide us with any department extensions or emails.

When recording your IVR, the recording should always start with, "For quality assurance, this call may be recorded."

Every recording that represents a different department or service, must be recorded separately.

For example:

• Recording 1- (For Service A, "Press 1")
• Recording 2- (For Service B, "Press 2")

New automated greetings take approximately 48 hours to be processed and programmed to your account.

If you have any questions regarding IVR or your script, please call us at 1-888-GO-ANSWER (462-6793) or email us at [email protected]

If you are a seasonal business and your call volume lessens during certain months, putting your account on hold is a great option! When putting your account on hold, we require that you switch your service plan to our lowest rate ($30 month, 30 minutes). When you decide to take your account off hold, your rate will switch back to your original service plan. While on hold any toll-free numbers and settings will stay intact.

If you decide to leave our company instead of putting your account on hold, your toll-free number will be lost and upon return a new set-up fee of $75 will be required.

If you would like to put your account on hold or have any additional questions, please contact us at 1-888-GO-ANSWER (462-6793)

E-check or credit card are both acceptable methods of payment. To keep your account up-to-date, we require a Visa, MasterCard, American Express, or Discover card to be on file. We only accept payments on a month-to-month basis.

If you prefer using PayPal to avoid a recurring charge on your credit card, please make the payment before the scheduled due date. If a payment is made using PayPal, the credit card on file will not be charged.

If you still have any questions, it would be our pleasure to answer them via:

Phone at:
1-888-GO-ANSWER (462-6793)

Email at:
[email protected]

Since your first bill is most likely a transition from our 14-day trial, you should expect a prorated charge + next month's charge. For the prorated month, we only charge from when your trials ends to the last day of the month. New customers are also required to pay a $75 setup fee, which will also be present on your first bill. Go Answer charges your account for the current month, but the overage from the previous month. Your first invoice will consist of three charges: your $75 set up fee, next month's rate plan, and the prorated charge.

Still Confused? Here's an example:

If you select the 120 minute plan, which costs $120 per month, this is what you will see at the end of your trial:

Start date: June 1st
End Date: June 14th

$75 setup fee + $120 (base rate for month of July) + $64 (June prorated base rate)

How Prorated charge is calculated:

ex: $ per month / # days in month = $ per day
$ per day x (# of days in month- 14 days of trial) = prorated rate

For the month of June:

$120 minute plan/ 30 days in June = $4 per day
$4 x (30 days in June -14 day trial) =
$4 x 16 days = $64
$64 = prorated rate for June

If you would like to put your account on hold or have any additional questions, please contact us at 1-888-GO-ANSWER (462-6793) or at [email protected]

Each monthly service plan is based on the amount of minutes your business needs. Midway through your 14-day trial, Go Answer will send our recommendation of the plan that best suits you.

Go Answer Plans and Pricing:

0 Minutes:
$50 per month $1.15/minute for overage

100 Minutes:
$110 per month
$1.10/minute for overage

250 Minutes:
$250 per month
$1.00/minute for overage

500 Minutes:
$475 per month
$0.95/minute for overage

1000 Minutes:
$900 per month
$0.95/minute for overage

2500 Minutes:
$2200 per month
$0.90/minute for overage

5000 Minutes:
$4200 per month
$0.90/minute for overage

10000 Minutes:
$8200 per month
$0.90/minute for overage

If you desire to upgrade or downgrade your plan call us at 1-888-GO-ANSWER (462-6793).

Go Answer customers will not be charged any taxes on their invoice.

At Go Answer, all sub accounts are billed under one invoice. If you need separate bills for your sub accounts, different contracts must be made for each. Each account will have separate bills, email address associated with the account and will not be associated with one another.

If you need more information about sub accounts, check out this article or contact us at at 1-888-GO-ANSWER (462-6793) or [email protected]

Go Answer does not offer roll over minutes. Therefore, "Use them before you lose them!"

If you conclude that you frequently have unused minutes or constantly go over your minutes, please contact us to select a service plan that better fits your company's needs.

To downgrade or upgrade your service plan contact us via:

Phone at:
1-888-GO-ANSWER (462-6793)

Email at:
[email protected]

With limited funds, reducing the amount of time that your receptionists talk on the phone is essential. To reduce the number of monthly minutes you use, check out these tips:

• Use our IVR service to reduce the amount of live talk time.

• Receiving calls from telemarketers can be challenging when you only have a limited number of minutes. Try adding your number to the Federal Trade Commissions' National Do Not Call Registry to limit unnecessary minutes being used.

• By including more information/FAQs to your account, receptionists will spend less time searching your site, therefore decreasing the amount of time spent on the phone.

• Reducing repetition or unnecessary information in your script will lesson talk time. For example, remove any repeated verifications.

• Considering adding additional paths in the receptionist's script. This will simplify resolving customer issues for receptionists.

If you have any additional questions call us at 1-888-GO-ANSWER (462-6793).

Shared Agent Accounts:

Our shared agent accounts are billed monthly with a minimum of one month on service contracts. In addition, a 30-day written notice is mandatory upon cancellation.

Dedicated Agent Accounts:

New members for dedicated accounts are required to have 90- day minimum contract period. Current members are required to have a 30-day minimum contract. Dedicated plans cease upon contracted end date, unless cancelled by 30-day written notice.

Trial Period:

During our 14 day, free trial period, there is no contract required. Our trial period is commitment free and allows you to fully experience our outstanding service.

For more information on our terms and conditions click here

Once a call is connected your minutes begin accumulating, and cease accumulating when the call disconnects. Every plan has a specified number of minutes per month. If you desire to change the size of your plan or are a new customer, click here to access our plans and pricing page.

Go Answer bills in one second intervals. We charge for live receptionist minutes, as well as, summary and disconnection minutes.

Live Receptionist Minutes: The amount of minutes the receptionist is occupied with a customer during a telephone call.

Summary: Additional steps the receptionist must conclude after the call is completed. For example, emailing, setting up an appointment, or finalizing a form field.

Disconnection Minutes: The time difference between the caller disconnecting their line and the call center disconnecting their line.

Call patching is free of charge and automated minutes are charged at $0.15/minute. Voicemail greeting/talk time and front end IVR are categorized as automation. The amount of time a customer holds or ring time will not be charged. Charging commences when the receptionist answers the call.

Picking the perfect plan is dependent on the call volume of a company. Although, call volume stays relatively consistent, you may conclude your call plan is too small or too large for your company's needs. However, don't worry changing your existing plan is very simple! At any time during the billing cycle, you can adjust your plan. Since we charge in payments, we will gladly adjust your account to correspond to your newly selected plan. By selecting the right plan for your company's needs, you will save big on overage charges!

Increasing your minutes:

When increasing your minutes for the current month, you will receive a new invoice which corresponds with the new plan's rate. The new invoice will deduct the prepaid lower base rate from the previous month's bill.

Decreasing your minutes:

When decreasing your minutes, you will receive an invoice crediting you for the higher plan base rate, which was paid in the previous month. The credit will be applied to future invoices until the credit is spent.

If you have more questions concerning how changing your plan will affect your invoice, please contact us:

By phone at:

1-888-GO-ANSWER (462-6793)

By email at:

[email protected]

We miss you already! If you decide to no longer use our services, we need a written 30-day notice prior to your leave.

If you decide to stop forwarding your calls immediately, your company will still be charged until the end of the billing cycle. In addition, any overage that was accumulated during the month is charged on your final invoice. If no overage was accumulated during the month your cancellation is finalized.

If you would like to cancel your plan or discuss any additional concerns, please contact us at 1-888-GO-ANSWER (462-6793)

Go Answer bills all accounts on the first of every month, as well as, sends a receipt for clients to review their bill and contact us with any questions. Every month a base rate (which was determined by the service plan you chose, see plans and pricing page) and any overage will be charged to your card.

Secondary Charges After transitioning from our 14-day trial to becoming an active client, a set-up fee of $75 will be charged to your account If you would like us to provide you with a toll-free number, the first one is free, but any additional numbers will be $10 per line If you would like to take advantage of our IVR or sub account services, an additional fee will be charged to your account:

• IVR: $.15 per minute
• Sub Accounts: $10/mo

Services included at no additional charge:

• Toll Free Phone #
• Call Patching
• Live Verbal Relay
• Email Message Delivery Text Message Delivery
• Online Message Retrieval

If you have any additional questions regarding your invoice or service plan, please contact us at 1-888-GO-ANSWER (462-6793)

Go Answer requires a 30 days' notice before you can cancel your service. A notice of cancellation must be submitted by email or fax in the form of writing:

• Email: [email protected]
• Fax: 516-580-8500

In a cancellation notice the following must be included:

• Account Number
• Reason for Canceling
• Last Day of Service
• Account Holder's Contact Information

After a cancellation request is received, we will contact you to complete your last balance or finalize any outstanding balances, such as overage.

Please un-forward your telephone lines from our service, once cancellation is complete. This includes main lines, back lines, or any additional cell phone numbers that were linked to Go Answer's server. If your business continues to forward its lines, your customers will just hear silence when they call your company.

The free trial we offer includes 14 days for free or 200 minutes. If you go over the 200 minutes, but have submitted a contract to continue with Go Answer, the overage will be included in your next invoice. However, if you decide not to continue with our service after the trial, clients will be required to pay for the extra minutes.

During the 14 day, free trial there is no set-up fee. The trial is cost and commitment free, which let's us showcase how important customer satisfaction is to Go Answer If you decide to sign up (and join the Go Answer family!), there is a one-time setup fee of $75. The setup fee will let us transform your account from trial to active client.

Go Answer's efficient answering service ensures all calls will be answered within 20 seconds or approximately 3 rings. That's lower than the standard industry rate of 30 seconds! Go Answer constantly monitors our calls to establish the most efficient and up-to-date service for our customers.

When a customer is put on hold, the customer will hear standard hold music. However, Go Answer allows companies to customize their hold music or have a custom message play, if preferred.

When using Google Voice with a Google number, all phone calls will be directed through your google number to the phones you desire to forward to.

Setup: To Add/Verify a Forwarding Number

1. Log on to your Google Voice Account
2. On the top right click the gear icon to access the settings.
3. Select Settings and then select Add Another Phone
4. Select the phone type and enter your personal information that is connected to the line.
5. Save your settings
6. A verification code will pop-up and click the Connect button
7. Once asked, enter verification code to finalize the account.

If you still have any questions about forwarding your calls, feel free to contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

If you need an easy way to redirect your calls to Go Answer, call forwarding is a simple feature that allows you to do just that! This feature is commonly offered by your phone provider.

You have full control over when call forwarding is activated or deactivated.
For further instructions on call forwarding procedures contact your service provider.

Ex: Call forwarding Procedure for AT&T Wireless to turn on call forwarding, dial **21* followed by the 10-digit number you wish to forward your calls too.

Remember, if you are using a VoIP provider, call delays may occur because of internet speed/traffic.

If you still have any questions or problems about forwarding your calls, feel free to contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

Feel free to contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

At Go Answer, we recommend having a cellular plan with unlimited minutes. Unlimited minutes will limit unexpected charges, if you accidentally go over your monthly minutes. If having a cellular plan with unlimited minutes is unfeasible then we recommend using one of toll free numbers. By eliminating the need to farad call through our toll-free numbers, you will no longer have to pay monthly charges from your phone service provider.

Just Remember: Our toll-free numbers become inactive if you decide to cancel your account!

If you still have any questions about toll free numbers or forwarding calls, feel free to contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

The toll free numbers we provide to your company, are only functioning when you are active clients with Go Answer. If you decide to cancel your account, the number obtained upon sign-up will no longer be active.

If you are a seasonal customer or using our service for campaigns, we recumbent you obtain a toll-free number from another carrier/provider.

If you still have any questions regarding using our toll-free number versus a providers, feel free to contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

It is 100% possible to forward your international phone numbers to Go Answer. However, your service provider's long distance rates will apply.

When using Google Voice to forward calls, you may encounter these common issues:

Your phone line may automatically disengage with our server:

If you see a voicemail alert from Google Voice on your cellular phone, that is a good sign that your calls may not be forwarding to us. To re-verify your forwarding number:

1. Log on to your Google Voice Account.
2. On the top right click the gear icon to access the settings.
3. Select the Phone tab under Settings.
4. Select the Verify Now button.
5. Wait for a call that will verify your mobile device.

Your calls may not connect with our receptionists, although it connected with our server.

If this issue occurs, it means that you have successfully connected to our servers, but your setting are configured incorrectly. To check settings, follow these steps:

1. Log on to your Google Voice Account.
2. On the top right click the gear icon to access the settings.
3. Select the Calls tabs and turn Off the radio button option in Call Screening section.
4. Make sure your Caller Id Incoming is set to Display Callers Number (This is in Calls tab).
5. Select Groups and Circle tab and click Edit (Turn Off call screening for all types of calls you want Go Answer to accept.

Multiple calls at the same time, may result in no calls connecting to our receptionists.

Only one call can be operating at a time, so if multiple calls come in they will be sent straight to voicemail.

If you still have any questions regarding Google Voice, feel free to contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

Follow these steps to trouble shoot a nonfunctioning forwarding number:

• Call your phone service to confirm that the call forwarding feature on your phone is activated.
• Make sure you are forwarding calls to the right number.
• Contact our Customer Service Center to confirm your forwarding number and test your line to confirm your lines are working properly.

If a call is being patched to your phone, you will see the caller Id of the client's phone number, rather than Go Answer's phone number. Even though, the client's phone number will appear on the caller ID, usually one of our receptionists will be the first person the other line.

If the call is an on-call-reach, the Caller ID will show the number you provide to forward your calls to Go Answer.

To ensure Caller ID comes up on all your telephone lines contact your telephone service provider.

For more information on caller id, call patching, or on-call-reach, contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

If you decide to run an advertisement or have a high-volume event around the corner, please give us a heads up! If you tell us the estimated call volume beforehand, we can properly staff the number of receptionists your company needs. Please contact your media team, to know your expected call volume, if unsure.

If you plan to have a call volume larger than 100 inbound calls, please give us prior notice. This will allow us to unlock your lines permitting more calls. Without notice, more than 100 inbound calls will clog your lines.

If your company has an independent domain and is safe/secure, Go Answer can process online payments through your site. Your website must be user-friendly and compatible, so that, our receptionists can learn and use it. During set-up, if you would like our receptionists to process payments, we will solve any issues that would prevent us from using your website.

For your protection: At Go Answer, we only provide safe and efficient service. All our call centers are PCI Compliant and value the protection of your data/information. In addition, your client's information remains private, as well.

If you would like our receptionists to use Salesforce to enter leads into your system, you must set up Salesforce's Web-to-Lead and Web-to-case features. Once installed, please provide us with the links of the forms you created. When our receptionists fill out these forms, they will instantly appear in your Salesforce account.

Go Answer can handle approximately 100 inbound calls at once for your account. However, if you are experiencing busy lines, this is a problem with your phone carrier/ telephone service. Call your phone carrier to let them know you will be forwarding your calls to a call center, to ensure they resolve this issue and route your calls.

Unfortunately, Go Answer cannot use alternate chat software. However, Go Answer has its own in-house chat software. During set-up, we link our chat system directly to your account. Similar to how our receptionists receive a notification when called, if chat is clicked by customer a script will pop-up on their screen and will follow your script.

Dedicated agents are hired depending on the needs of your company. Each dedicated agent that we hire will have a set of skills that we believe will best fit your company's needs. Our customer's can provide additional materials such as training videos or manuals to ensure that each agent is well-educated on your company. Go Answer can also schedule a call or video conference, so that our customers can speak directly with their agents during training. Our trainers will further test our agents with test calls or quizzes to ensure all your calls run smoothly.

To learn more about Dedicated Agents, feel free to contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

Our dedicated agents are available Monday through Friday between 9am and 5pm (EST). If a company wishes to have agents available on the weekend or outside our usual timeframe, please request your hours at 1-888-GO-ANSWER (462-6793).

Go Answer does not offer a translation service, nonetheless, Go Answer can use our IVR settings to directly connect customers to your company's translator. IVR would enable users to select alternative language options. If your company needs bilingual speaking agents, Go Answer provides both French and Spanish speaking receptionists, however, they cannot be used as a translator.

The caller may have blocked his/her name from being displayed on Caller Id units.

The incoming call is being sent through equipment that doesn't support caller id equipment.

The phone provider has blocked the number from displaying on caller id units.

With the large volumes of calls from shared agent accounts the likelihood of the same receptionists receiving your calls is low. However, if you would like the same group of agents to answer your calls, we'd recommend considering our dedicated agent plan. Our Dedicated agents handle your calls exclusively. They receive more in-depth training and can offer a deeper understanding of your products, services or business.

To learn more about Dedicated Agents, click here, or feel free to contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

If your company has specific needs such as female only receptionists or male only receptionists we recommend you learn more about dedicated agents. Our shared agent account doesn't have as much flexibility because the agents handle basic FAQ's for many companies. However, if your business requires a higher level of service dedicated agents makes sense. Dedicated agents handle your calls exclusively. They receive more in-depth training and can offer a deeper understanding of your products, services or business.

To learn more about Dedicated Agents, click here, or feel free to contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

To contact our customer service team for a copy of your script:

Call us at: 1-888-GO-ANSWER (462-6793) - Hours of Operation: 10am-5pm

Email us at: [email protected] - Hours of Operation: 24x7

To contact our customer service team for billing or service plan information:

Call us at: 1-888-GO-ANSWER (462-6793) - Hours of Operation: 10am-5pm

Email us at: [email protected] - Hours of Operation: 24x7

Live Chat: goanswer.io - Hours of Operation: 10am-5pm

Mailing Address

401 Franklin Ave Suite 102, Garden City, NY 11530

Fax Number

516-580-8500

If messages are not being delivered properly or you would like to test your script, we recommend sending a test message. To send a test message contact our customer service team at:

Call us at: 1-888-GO-ANSWER (462-6793) - Hours of Operation: 10am-5pm

Email us at: [email protected] - Hours of Operation: 24x7

Go Answer provides toll free numbers to all our accounts. These numbers are free to be used on advertisements or campaigns for your business. All toll free numbers are only in service for your account, while you are an active customer for Go Answer. If you decide to cancel your account, you will no longer have ownership of the number.

Keep in mind: If you have a seasonal campaign or only plan on using our services for a short period of time, we recommend using a toll-free number from a third-party service provider. This will allow you to advertise your number freely without the fear of losing the number when you cancel your plan with us.

If your company has more than one section, but you still want them to be billed under the same account, sub accounts may be a useful tool to consider. Sub-accounts allow you to organize all your campaigns under one overarching company.

Pricing: Sub-accounts cost $10/month per account. Each sub-account will include a unique toll-free number. All usage from sub-accounts will be charged on one invoice. Following your trial, although, the base rate will be prorated for your first month, sub accounts will not be prorated.

To learn more about sub-accounts, contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

1-888-GO-ANSWER! provides our customers with local, toll free numbers. All numbers we provide are U.S.-based. The first toll-free number we provide is free and any additional number is $10 per line.

Keep in mind!

• Any toll-free number we provide becomes inactive if you cancel your service.
• We are unable to access local numbers in every area code.
• Go Answer is unable to provide vanity numbers.

Please contact us at 1-888-GO-ANSWER (462-6793) or [email protected] if you have any more questions regarding toll-free numbers.

If you wish to submit your on-call schedule to us, we require the document to be sent at least two business days in advance. We accept word documents, PDFs, and excel spreadsheets. If you need to change your on-call schedule immediately, please contact us at 1-888-GO-ANSWER (462-6793) or [email protected]

Go Answer can record any IVR greeting that your company needs! Once you send us a copy of your script, we will record an efficient greeting that meets your needs. All greetings are recorded by a professional recording artist.

For pricing or any additional questions on IVR recordings, call us at 1-888-GO-ANSWER (462-6793)

When programming your account, Go Answer will collect information regarding your hours of operation and what greetings you would like the receptionists to use. If greetings vary depending on what hours the customer calls, the greetings are easily customizable. For example, if you want a specific greeting only said between 9-5 and another from 6-12 we can easily accommodate your needs.

To customize the receptionist's scripts, please call us at 1-888-GO-ANSWER (462-6793)

It's great to meet you! At Go Answer we provide all new customers will a 14-day trial period to let you better understand our service without any commitment. To fully take advantage of what Go Answer has to offer we recommend placing test calls to see if we are a good fit for your business. As long as you have a low call volume, trial calls are a great way for you to hear what your customers will hear when they call our answering service. So, follow these tips to get the most out of your minutes!

Call us as a customer to test if Go Answer is the perfect choice!

Tips for Placing a trial call:

• Make sure that your company's name was pronounced properly. (Consider spelling your companies name phonetically in the script)
• Make sure the receptionists are familiar with your company and your message. (The more FAQs you include in your account, the more knowledgeable and helpful your receptionists will be)
• Is the script provided successful? (If the script provided lacks information, our receptionists may become puzzled. Avoid this, by adding more directions in your script, allowing receptionists to solve any issue a customer may have.
• Are we transferring calls to the right people, at the right time? (Make sure we are patching calls at the appropriate time and to the appropriate people)
• Is our appointment scheduling effective? (Does Go Answer provide you with notifications fast and efficiently? Have dates and times been recorded correctly?)
• Do you need to alter your script to avoid overage? (Make sure your script isn't too long. If the script is too long, there is a greater chance you will accumulate minutes in overage.

If you have any more questions regarding our 14-day free trial or you would like to sign up, Please contact us at 1-888-GO-ANSWER (462-6793) or [email protected]

Absolutely! We encourage having FAQs in your script because it will decrease the time our receptionists need to find answers for your customers. In addition, the more information you provide about your business, the more knowledgeable our receptionists will be on your company.

To add addition information/ FAQs to your script contact us at 1-888-GO-ANSWER (462-6793)

Although, our receptionists are receiving scripted directions doesn't mean that the script shouldn't represent your company. Go Answer's calls usually follow 7 basic prompts, so take the time to personalize each prompt with your company's unique touch.

1. Opening Greeting
   How do you want your customer's to be greeted? Ensure you include your company's name and/or a slogan that's recognizable to your company.

2. Follow up Greeting or Backup Procedure
   After a customer asks a question, make sure you provide us with specific FAQs. This will help our receptionists resolve any customer issues and be well-educated on your company's goals.

3. Backup Procedure
   This is when the answer to a customer's question is not on the script. Give us the employees names and closing statement you would like us to say before patching the call to you.

4. Transitional Statement
   During this stage our receptionist will ask what the message is regarding and if they mind be put on hold.

5. Final Statement or After Hours
   Final Statement- This is where we thank the customer for calling your company and get ready to transfer the call. In the closing statement we recommend repeating your company's name.

6. After Hours
   Statement our receptionists will say if your office is closed and we have to take a message.

7. Transfer
   Provide us with personalized music or a message to play when a customer is on hold.

Go Answer offers two easy message taking options: on-call reach or call patching

Call Patching:

Call-patching is when Go Answer receptionists transfer calls while the caller is on hold. If you would like to use this feature, please provide us with a list of numbers and employees that we should patch the calls to. Also, provide us with the order in which we should contact employees or any alternate numbers. If the we are unable to reach employees through call patching after two 2 calls, our receptionists will take messages from your clients. Call-Patching can be used 24/7 if your employees are available to take your calls.

On-Call Reach:

On-Call reach is when our receptionists disconnect our call with your client and automatically call specified employees with the message/information. If you would like to use this feature, please provide us with a list of numbers and employees that we should reach out to. Also, provide us with the order in which we should contact employees or any alternate numbers. Please inform us how long we should wait if no one answer and how many people we should call/retry before taking a message.

Yes, Go Answer allows you to send email notifications to as many employees as necessary.

• Choose questions that are actually "frequently asked"
  Look through old emails, voicemail, or text message to select questions that have repeatedly come up.

• Keep your questions simple and to the point
  Complex questions will confuse your clients even more!

• Get Organized:
  Group questing together that are related to similar topics. This will lessen the time it takes receptionists to find answers for clients.

• Common Facts included in FAQs
  You may choose to include: links for your Website, business hours, address, description of your service/product, or office phone number.

If you give our receptionists specific directions in your script, the receptionist will properly redirect the calls to the appropriate department. For example, if you give us a list of who should receive what questions and extensions for each on-call personnel, we will redirect the calls accordingly.

Please contact our customer service team with any question regarding set-up:

Call us at: 1-888-GO-ANSWER (462-6793) : Hours of Operation: 10am-5pm

Email us at: [email protected] : Hours of Operation: 24x7

Live Chat: goanswer.io : Hours of Operation: 10am-5pm

Go Answer's customer service team can provide individualized help in creating an ideal script for your company. During the programming stage the Go Answer team will help you develop a script that well suits your company. If you would like to view sample script to further ensure you have a successful script, Go Answer would be happy to provide you with those resources.

If you need help writing a script or would like to view sample scripts, please contact us at 1-888-GO-ANSWER (462-6793).

Go Answer offers four different options for message delivery: text message, email, electronic fax, or call patching. For rapid message notifications, we recommend using text message, email, or electronic fax delivery. If you would like specific calls redirecting to a different number through our receptionists, we recommend call patching.

If you would like to change any of your account setting or change your script, contact us with your new information at:

Call us at: 1-888-GO-ANSWER (462-6793) : Hours of Operation: 10am-5pm

Email us at: [email protected] : Hours of Operation: 24x7

Live Chat: goanswer.io : Hours of Operation: 10am-5pm

Fax us at : 516-580-8500

If you are temporary out of your office and need to make changes regarding call handling please provide us with an updated script, as well as, any additional phone number/ emails that should be used during this period.

If any additional questions, feel free to contact our customer service team at 1-888-GO-ANSWER (462-6793) or [email protected]

Reasons why no call or message was received after call was patched:

• The caller had the wrong number/called by mistake
• The caller decides to call back at a later time
• The caller preferred not leaving a message
• The caller disconnected their phone before Go Answer's call center was reached
• The caller only needed general FAQs

Go Answer can provide email notifications whenever a call is received, if preferred by client.

During programing you will develop a script that will mimic what the Go Answer receptionists will say when answering calls for your company. However, if a question comes up that isn't listed on your script, the "Backup Procedure" will ensure that the call continues smoothly without having the issue of dissatisfied customers. The "Backup Procedure" will be an additional scripted response that the receptionist will use to take a message or patch a call if they cannot handle a specific question.

For Example:

Caller: (Asks question that is not listed on script)

"Backup Procedure in Use":

Receptionist: Thank you for calling (Company's name), unfortunately, the information you are looking for is unavailable now, but what is your information so I can relay your message to the appropriate personnel.

If you feel that receptionists are frequently patching calls or using the "Backup Procedure" consider adding additional information to your script.

If you are having trouble locating our email, there is good chance is may have ended up in your Spam folder. Here are some tips to stop Go Answer emails from ending up in your Junk mail:

• Check spam mail folder, check Not Spam in the box next to any Go Answer emails
• Drag Go Answer emails from Junk folder into Inbox
• Add Go Answer to your contact list ([email protected])
• Select gear icon, then Options, under options you should see a button Preventing Junk Mail. Here you can manage your Safe and Blocked Senders. Add us to your Safe sender/mailing list.

Go Answer's online message portal is on secure servers and requires unique passwords. The portal can be accessible on a company level to see all contacts or you can assign contacts on an employee basis. All calls are recorded to ensure quality service and only your company has access to the messages/calls. Customer service agents have no access to recorded calls; however, our account manager will check in on calls monthly to ensure our call center procedures are running smoothly.

Security of our client is very important to Go Answer To ensure your information is protected we take many safety precautions. Some include, but are not limited to: Firewalled CSR computers, individual log in and password information, timed-out logins, and limited keycard access to our facilities. In addition, Go Answer is PCI Compliant further ensuring customer protection.

Go Answer can securely handle any account that requires HIPAA compliance. HIPAA compliance protects and respects private health information. If your business falls under the category of health care provider, health plan, or health care clearinghouse your account must be HIPAA compliant.