In this interview, Richard speaks to Leigh Smith, Director of Growth and Happiness at AnswerConnect, a 24/7, live call-answering solution founded in 2002. The service enables MSPs to streamline issue resolution, manage tickets more efficiently, and maintain their SLA compliance. And they offer support with capturing and qualifying leads.

Leigh explains why AnswerConnect specialise in working with MSPs, why it’s important to have a human on the other end of the phone and why using AI for call answering isn’t ideal.

Richard asks Leigh to share some specifics around the types of tools AnswerConnect integrate with, their pricing model and why you should trust them to answer calls on your behalf.

They also look at the service options: how to pick up your messages, how they deal with unsolicited calls and how they help clients hit their SLAs. Leigh also explains how they handle calls from prospects and the process for identifying and patching through urgent calls.

 Richard also asks Leigh about the company culture, how her experiences in HR help her in her current role, and how to recruit and retain staff. She also explains how she got her distinctive job title.

AnswerConnect are still quite new in the UK, so Leigh shares her experiences of attending MSP events, how she stays up to date with the latest changes and trends in business, and her current recommended books.

Mentioned in This Episode

• PSA tool: AutoTask
• IT software solution: ConnectWise
• PSA/RMM tool: SuperOps
• Workflow automation tool: Zapier
• Podcast: How I Built This
• Podcast: Business Breakdowns
• Book: Atomic Habits by James Clear
• Book: Unstoppable by Dave Anderson