Answering Service for IT Companies The IT service industry is busier than ever, driven by the rapid adoption of cloud computing, AI, and automation. The global ITSM Market size was USD 10.5 billion in 2023 and is projected to grow to USD 22.1 billion by 2028, with a CAGR of 15.9%. This IT industry trend underscores the increasing need for efficient, cost-effective IT solutions across industries. MSPs need 24/7 answering services because IT problems can arise at any time, and clients expect immediate assistance regardless of the hour. With our professional answering service for IT companies and MSPs, we ensure that your clients receive prompt and knowledgeable phone support for all their technical needs, from troubleshooting software issues to managing network disruptions. Responsive, your professional answering service for MSPs and IT companies, takes the load off your shoulders, making sure your clients get quick and expert help with their tech issues, whether it’s software bugs or network problems. Whether you and your team are in a meeting, attending a training, or busy with another call, we are available to help you provide a positive caller experience.

Benefits of A 24/7 Live Answering Service For MSPs and IT Companies

The benefits of a 24/7 live answering service for MSPs and IT companies include:
  • Round-the-clock coverage: we are available 24/7/365, day or night. Regardless of your IT help desk business hours, our agents will answer every call.
  • Customer service: especially in an emergency or after hours, when callers are facing frustrating technology issues, they need to feel heard and understood. One of our top priorities is professional training for all of our live answering agents, ensuring that each phone interaction is a positive experience for your callers.
  • Bilingual answering agents: our live answering agents are fluent in Spanish and English, making your business accessible to a diverse customer base in the language they prefer. 
  • Affordable answering solution: with plans starting at just $29/month, our comprehensive answering solutions are a bargain compared to the price of hiring additional office staff to answer your phones. If your customers call from other time zones, you don’t need to worry about missing their calls: our live agents are standing by 24/7 to help.

How An MSP or IT Answering Service Works

While IT issues can be challenging to understand, our answering service for IT companies is straightforward. Here is how it works:
  1. We onboard your MSP, IT or Tech Support business in a few simple steps.
  2. You can decide when your calls are forwarded to us: 24/7 or after hours.
  3. Our live answering agents provide immediate response to all incoming calls.
  4. Our operators also collect caller details, including the nature and urgency of the IT problem, and any immediate needs.
  5. We can customize the call flow: we can route the call, take a message, screen the call, or schedule an appointment.
  6. Each call is meticulously documented, capturing all relevant information to assist your IT department or help desk team.
We answer calls from callers with a wide range of IT problems and Help Desk questions, such as:
  • Software Troubleshooting: Calls from clients with issues related to software applications, such as installation problems, crashes, or configuration errors.
  • Hardware Support: Calls from customers with hardware-related problems, including malfunctions, connectivity issues, or setup assistance.
  • Network Issues: Calls about problems with network connectivity, slow internet speeds, or difficulties accessing network resources.
  • Password Resets and Account Access: Calls from users who are unable to access their accounts due to forgotten passwords or account lockouts.
  • Service Outages or Downtime Notifications: Clients might call to report service outages or downtime and seek information on resolution times.
  • Appointment Scheduling and Follow-ups: Scheduling appointments for technical consultations, maintenance, or follow-up calls for ongoing support cases.
Contact us today to request a quote or learn how our 24/7 live answering service can help your IT company provide an outstanding caller experience and scale your business.

Frequently Asked Questions

Why do MSPs need 24/7 answering services?
MSPs require round-the-clock answering services because IT issues can arise at any time. By offering 24/7 support, MSPs can promptly address critical problems, minimize client downtime, and demonstrate their commitment to service excellence. This allows MSPs to capture more leads, efficiently manage support tickets, and provide customer service across different time zones.

What level of technical knowledge do answering service agents have?
While answering service agents typically aren’t IT experts, answering services like Responsive train their staff in basic IT terminology and common issues faced by MSPs. Our agents follow scripts and protocols provided by the MSP to gather essential information, triage calls, and escalate urgent matters appropriately.

Can an answering service help with lead capture and appointment scheduling for MSPs?
Yes, our answering service offers lead capture and appointment scheduling capabilities. We can qualify potential clients based on predetermined criteria, collect basic information, and even schedule consultations or service appointments for your IT business.

Why should I hire an MSP answering service instead of a call center or in-house staff?
Hiring an MSP answering service such as Responsive provides specialized expertise in phone answering, cost-effectiveness, scalability, 24/7 availability, and improved customer experience compared to general call centers or in-house staffing.