How Answering Services Integrate with Your Software (using Zapier!)

When you use an answering service, you don't have to worry about your phones anymore. But those leads that come in, the appointments, employee call off data — you still have to manually enter that data... right?

We all have those few apps we use on a daily basis. HubSpot, Salesforce, Zoho, and the thousands of other apps that change depending on your industry.

Wouldn't it be great if you could integrate those apps into your answering service? A call comes in, the agent takes down the information and ZAP! — just like that — it's in your software.

Good news: it's exactly like that.

At Ambs Call Center, we've helped a few of our clients automate their operations from our answering service. As an answering service that's been around for almost 100 years, we embrace the future of technology. In this blog, we're going to look into how answering services integrate with your software of choice. Then, we'll let you know which integrations make sense for your answering service depending on your industry!

1. What Software Do You Use?
2. What is Zapier
3. What is an API?
4. The 4 Benefits of Integrating Your Answering Service with Your Software
5. How Does an Answering Service Integrate with Your Software?
   
6. How to Integrate Your Answering Service and Your Software
7. Popular Answering Service Integrations for Your Industry

What Software Do You Use?

As you can imagine, integration largely depends on what software you use. Not all kinds of software are supported, but most are! Luckily for you, the best answering services today integrate with Zapier. Through Zapier, the answering service is able to integrate with over 6000 apps.

So, what does this mean for you?

Especially if you are using a more popular software or CRM, you wouldn't need to worry about whether it can be integrated with an answering service. The specific software you use will depend on your industry and business needs. Here are some common examples:

CRM (Customer Relationship Management)

Software like HubSpot or Salesforce helps you manage customer interactions, track leads, and close deals.

Why Integrate This? When an answering service captures potential customer information, integrating it with your CRM ensures you don't miss a beat in nurturing those leads.

Scheduling and Appointment Management

These involve tools like Calendly or Acuity Scheduling streamline appointment bookings.

Why Integrate This? Integrating your answering service allows agents to seamlessly schedule appointments directly within your chosen software, saving you time and ensuring accuracy.

Help Desk Software

Platforms like Zendesk manage customer support inquiries.

Why Integrate This?  Integrating your answering service with your help desk allows for efficient ticketing and tracking of customer issues reported via phone calls.

Project Management Software

Tools like Trello or Asana keep your team organized and on track.

Why Integrate This? Integrating your answering service can help capture important project-related information relayed through calls, ensuring everyone stays in the loop.

Using the right software streamlines your operations, improves data accuracy, and frees you up to focus on what matters most – growing your business. By integrating your answering service with these essential tools, you can unlock a new level of efficiency and customer satisfaction.

What is Zapier?

Zapier is your secret weapon for connecting the apps you use every day. Think of it as the ultimate middleman, eliminating the need for manual data entry between different software programs. You don't need to have a Zapier account for an answering service to connect to your app.

Here's how it works:

Zaps

These automated workflows act as your digital assistants, linking two apps seamlessly. You set the trigger in one app (such as a newly captured lead from your answering service) and the action in another app (like effortlessly adding that lead to your CRM).

Triggers and Actions

Triggers initiate the Zap, while actions are the specific tasks performed in the other app. For example, a new voicemail from your answering service might be the trigger, and adding the caller information to your CRM could be the action.

And So Much More!

The beauty of Zapier lies in its flexibility. You can build simple Zaps for basic tasks or create complex workflows with multiple steps.

By integrating your answering service with your software through Zapier, you can automate tasks, avoid errors, and save valuable time. It's like having a personal assistant working behind the scenes, keeping all your apps in sync.

"What if my app or software isn't listed on the Zapier integrations page?"

Many answering services also do integrate through direct API (we'll get to that in a second, don't worry). So, you shouldn't worry even if your software isn't listed for integration through Zapier.

What is an API?

An API (Application Programming Interface) acts as a translator between your answering service and your chosen software. It allows these two seemingly separate programs to communicate and exchange information seamlessly.

Think of the API as a menu for your software, listing functions and data requirements.

The answering service acts like a waiter, using the API to understand and relay information to and from your software for tasks like adding leads and scheduling appointments. This two-way communication enhances efficiency and customer service.

In simple terms, APIs act as the secret sauce that enables seamless integrations between your answering service and software. They facilitate smooth communication and data exchange, ultimately improving your overall workflow.

The 4 Benefits of Integrating Your Answering Service with Your Software

Imagine a world where capturing leads, scheduling appointments, and managing customer inquiries happens seamlessly.

But, most importantly, a world without manual data entry. Here's how these integrations actually help your business:

1. Automated Workflows

Manual data entry is a thing of the past. Integrations automate tasks like adding new leads to your CRM, scheduling appointments in your calendar software, or creating tickets in your help desk platform. This frees up your team's valuable time to focus on higher-level tasks and providing exceptional customer service.

2. Improved Data Accuracy

Say goodbye to typos and human error. Integrations ensure accurate data transfer between your answering service and your software. This means you can trust the information you're working with, leading to better decision-making and a more streamlined workflow.

3. Enhanced Customer Satisfaction

Faster response times and efficient issue resolution are key components of happy customers. Integrations enable your team to quickly access call details and take the necessary actions, exceeding customer expectations and fostering loyalty.

4. Increased Productivity

By automating repetitive tasks and ensuring data accuracy, integrations empower your team to be more productive. They can channel their energy into closing deals, resolving customer issues, and driving business growth.

Basically, integrating your answering service with software is an investment in efficiency. It automates workflows, improves data accuracy, boosts customer satisfaction, and streamlines your operations. 

How Does an Answering Service Integrate with Your Software?

1. The Call Comes In

When your caller, or employee, or colleague, calls in, the answering service agent will pick up. They will ask the information that you want to be asked. The agent will be filling this out onto a form on the answering service's software. Then the agent will hit "Deliver".

What does this do, you ask?

2. Zapier Kicks In!

Once the agent hits "Deliver", Zapier is notified! The answering service would have a web portal that is the interface between the answering service and your software. Ambs Call Center's customers have access to this portal and use it to access call recordings, caller data, and so much more.

Here, Zapier looks for the information you want in your software. Let's say you're just generating a lead and all you need is a "First Name" and "Email Address". Zapier pulls that information from the form that the answering service agent fills out and sends that over to your software.

Let's say you wanted to create a contact. Zap! You just got a notification that a contact was created with an email address under its information.

That's it really! Now, the possibilities are endless! So, you might want to think about what other kinds of Zaps! you want to automate!

How to Integrate Your Answering Service and Your Software

Now that you've seen the potential of integrating your answering service with various software solutions, you might be wondering – how do I actually get started? Here's a breakdown of the general process to ensure a smooth takeoff:

1. Identify Your Needs:

The first step is to understand your specific needs and goals. What is it that your callers provide that causes manual data entry. Specifically, what information. We might be talking about a simple name, email, and company if we're generating a lead. Do you want it to be more or less detailed? 

2. Provide Your API Key

For the software you use to be integrated with your answering service, you would need to provide your API key to them. Some kinds of software require you to give out your login credentials, but for obvious security reasons, they're an anomaly.

This unique key will allow the programmer at the answering service to set up the "Zap" or trigger and action that will allow your caller's information to be immediately inputted into your software.

3. Sit Back, Relax, and Let the Zap's Fly!

That's really all there is to it! When you get this going, you wouldn't need to manually enter data anymore! Now, you can get back to what matters most.

Popular Answering Service Integrations for Your Industry

Answering service integrations aren't one-size-fits-all. Different industries benefit from specific integrations that streamline workflows and cater to their unique needs. Here's a breakdown of popular integrations for some key industries:

Veterinarians

Home Service Providers (Plumbers, Electricians, HVAC, Other Contractors)

Job Management Software Integration (ServeManager, Jobber): Integrate your answering service with job management software to streamline scheduling and dispatching technicians. Call details captured by your answering service can automatically generate new service requests within the software, so you can skip manual data entry.

Customer Relationship Management (CRM) Integration (Zoho CRM, Housecall Pro): Capture valuable lead information from calls with your answering service and automatically add it to your CRM. This allows you to nurture leads, convert them into paying customers, and build stronger client relationships.

Legal Services

Insurance Companies

Customer Portal Integration: Integrate your answering service with your customer portal so clients can easily report claims or request policy changes after hours. This improves customer service accessibility, and streamlines claims processing.

Manufacturers (Employee Call-Off Hotlines)

Property Management

Other Lead-Generating Industries

Marketing Automation Integration (Mailchimp, Constant Contact): Capture valuable lead information from calls with your answering service and automatically add it to your marketing automation platform. This allows for targeted email campaigns and nurturing leads until they convert into paying customers.

Customer Relationship Management (CRM) Integration (Zoho CRM, HubSpot): Just like in legal services, capture lead information from calls and automatically add it to your CRM. This allows you to nurture leads, personalize communication, and close more deals.

Remember, this is not an exhaustive list. The best integrations for your business will depend on your specific needs and goals. 

How Much Does Answering Service Integration Cost?

Now that you know everything there is to know about answering service integration, you may be wondering how much it costs.

Most answering services charge an additional fee for integration of under $60/month.

If that amount is within your budget, we recommend taking it up as the costs of doing those repetitive tasks yourself likely amount to more than $60/month.

If you are looking to integrate with our answering service, you may be pleased to know that it costs a grand total of $0. That's right, it's FREE. So, you can start saving time and a whole lot of money with our answering service.

Want to learn more? Request a quote today and one of our very helpful, expert agents will speak with you about how to best improve your business' efficiency.