Your AnswerConnect App is now better than ever. Now, when you log in, you’ll see a new design and new, improved functionality. It’s all aimed at making the app more useful for you to manage your account and give your customers a great experience.
The App has a quick guided tour for you when you first log in. This will help you get acquainted with the new and improved layout.
And, we’ve updated our support knowledgebase, where you can find answers to questions you may have. Of course, you are always welcome to call us at (800) 531-5828 or email firstname.lastname@example.org to reach our team.
Here are a few new features we’d like to highlight now. We’re excited to share verified contacts, notes on messages, and caller history with you. Let’s get started!
The verification dilemma
When your customers call you, our mission is to give a great experience. We are also dedicated to delivering value to you—in the form of accurate messages and overall efficiency.
You want your messages to include the caller’s name and contact information, recorded accurately. But callers don’t usually enjoy spelling out their name and providing their phone number—especially if they call you often.
They’re your loyal customers! We shouldn’t be treating them like strangers. Making your callers jump through these verification hoops every time can undermine our whole mission of giving them a great experience.
The new AnswerConnect App has a solution—smart verification.
Smart verification is a way to make sure your messages are accurate without making your callers do extra work.
A verified contact is one that we know is correct. The name is spelled right, the phone number is right—everything is right. When a contact is verified, we can use caller ID to autofill the message with that correct information.
With the new AnswerConnect App, there are three ways that contacts can be verified. We’ll take them one by one:
We trust you to know your customers. When you upload your contacts to the App from a spreadsheet, they’re automatically verified. For those contacts, your messages will autofill based on caller ID, and the caller won’t have to spell their name on the call.
You verify manually
When you’re reading your messages in the app, you’ll see a checkmark next to verified contacts. Contacts that are not verified will have an empty checkbox. If you want to verify a contact, just check the box at the top of the message.
Your receptionists will still ask unverified contacts to confirm the spelling of their name and any relevant contact information. If the receptionists do this three times, and all the info matches, we’ll consider them verified from that point on.
Notes on messages
Another new feature in the new version of the app is a Notes field at the bottom of your messages.
You can use this to communicate with your team about a given message. You can use the “@” symbol to tag team members who are in your list of Staff (found on the Settings tab). This will generate a notification for the person you @.
For example, you might let your team know that you’ve taken care of the caller, or that you would like them to respond. Everyone on your team will be able to see the notes when they log in to the app.
Your relationships with your customers are important. In the new app, you’ll be able to see the history of that relationship.
When you select one of your contacts, you see their name, phone number, email address, company, or whatever other information you’ve collected.
Now, you’ll also see a list of all the dates and times they’ve called you, along with the message.
How to try the new app
The new version of your AnswerConnect App is ready for you to try! Just log in as usual, by visiting access.answerconnect.com. You can also use the button at the top right of our home page.
And please let us know your feedback! This is just one step in an ongoing process of iteration. We want to hear from you about what works well and what we can improve.