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As Senior Account Manager of Client Services, Andrea Seelye has the role of managing clients, mentoring/training new Client Services team members and advising coworkers on difficult situations. Customers don’t typically call a client services department when everything is working perfectly. Most people call when something has gone awry. Her best tip: “Frustrated clients can be challenging. The best way I’ve found to handle those situations is listening to the client’s frustrations and working to resolve the situation not only for that particular client, but for all our clients. If one client is expressing frustration about a concern, there are five others that are frustrated but not telling us about it. The key is taking the client’s feedback and using it to make our service better all around.”
Below, Andrea answers the top five questions most often asked of our Client Services Team:
How can I update my account information?
The great thing about our model is that our clients have a dedicated Account Manager they can reach out to—directly or through another member of the Client Services Team. We accept updates by phone and email, whichever is more convenient.
How can I view and/or change my script?
Our Client Web Access—found at http://access.answeranswerconnect.com—has a great tool for viewing scripts under the “Agent View” tab. It gives our clients a view into our messaging system so they can see exactly what our associates see. At this point, we’re not set up to accept script changes online; but with our iOS and Android app you can update your status at anytime from your phone. We’re working on an update that will make it possible for clients to change their scripting directly from Client Web Access, but for now our team is always happy to accept updates by phone or email.
Why aren’t I receiving my messages?
I always recommend checking the spam/junk folder of the email address not receiving messages. Since our service sends out many emails each day, we occasionally get flagged as spam. If the messages aren’t showing up in the spam/junk folder, check Client Web Access to confirm we’ve taken messages recently. Please contact client services if you need help with further trouble-shooting. We’re always happy to help out!
Where can I view my invoice?
We’ve made all previous invoices available under the “View Bills” tab in Client Web Access. We can also send one-time email requests for our customers. Just let us know which invoice you need, and we can send it over as a PDF.
What other services are available?
AnswerConnect isn’t just an answering service anymore. We’re constantly working to add more features to make the service more of a business solution service. Aside from our Client Web Access, we now offer a mobile application—for both iPhone and Android—IVRs, lead generation, appointment setting and task management services.
Thanks, Andrea, for your insight! We’re glad our clients are in your capable hands.