Answering service vs voicemail: Which one helps you capture more calls?

If you’ve ever finished a busy workday and checked your phone, only to see missed calls but no messages, you’re not alone. Chances are, those callers didn’t want to wait around to leave a voicemail, and they may have called someone else.

It’s not that voicemail isn’t useful; it’s just that people expect quick answers nowadays. In 2025, customers want to connect instantly. That’s why so many small business owners are now asking: Answering service vs voicemail, which one actually helps me catch more calls?

Let’s break down how each option works, what they do best, and how you can choose the right fit for your business.

What is voicemail (and how does it work today)?

Voicemail is the simplest way to handle missed calls: when you can’t pick up, the caller gets to leave a recorded message for you to listen to later.

Most phone systems include voicemail at no extra cost, which is why a lot of small businesses use it by default.

Pros:

• Free and easy to set up
• Works around the clock
• No upkeep, no learning curve

Cons:

• Feels impersonal to your callers
• Most people hang up instead of leaving a message (some studies say up to 80%!)
• You only get to respond after the fact, which might be too late

If you’re a solo business owner or only get a few, non-urgent calls, voicemail can still do the trick. But if every missed call might possibly lead to a lost sale or appointment, it may be time to look for a better solution.

What is an answering service?

An answering service is like having a live receptionist (sometimes powered by AI) who picks up your calls whenever you can’t.

So instead of hearing, “Please leave a message after the beep,” your callers get to talk to a real voice who can take messages, book appointments, or direct the call where it needs to go.

Modern answering services can work 24/7, help callers in multiple languages, and even connect with your calendar or CRM to keep track of every call.

They’re a great solution for businesses where every incoming call matters, like contractors, legal offices, realtors, or healthcare providers.

Answering service vs voicemail: The key differences

Here’s the big difference: voicemail is reactive, but an answering service is proactive.

With an answering service, your business engages a caller instantly, so you never miss a chance to impress a customer or secure a lead.

When voicemail still makes sense

Voicemail isn’t going away anytime soon, it just works best in certain situations:

• You’re a solo operator or side-hustler with just a few calls here and there
• Your calls aren’t urgent (think: general questions)
• You can return calls quickly during the day
• Saving money is your top priority

If that sounds like you, you can still make voicemail feel a bit more welcoming by updating your greeting. Try something like: “Hi, you’ve reached [Your Business Name]. Sorry I missed you! Please leave your number and I’ll call you back within the hour.”

A little personal touch can go a long way.

When an answering service is the better choice

Most growing businesses quickly find voicemail isn’t enough. If any of these sound familiar, it’s time to think about an answering service:

• You miss calls while working with customers or out on jobs
• Calls come in after hours or on weekends
• You work in a time-sensitive industry (like plumbing, rentals, legal, or healthcare)
• You need help booking appointments or collecting information from callers

An answering service gives your customers immediate attention, and that can turn missed calls into real business.

For example, if a new client brings in $200, just two extra leads caught by an automated answering service could pay for the entire month.

The hybrid option (get the best of both worlds)

You don’t have to choose just one! Many businesses use a hybrid system like this:

• Calls ring to you first
• If you can’t answer, they go to your answering service

This way, your callers always get a response, whether you’re in the office, on a job, or closed for the day. It’s a great blend of automation and personal touch.

How to decide: Quick checklist

Ask yourself:

✅ Do my customers expect quick answers or need to book appointments?
✅ Do I often miss calls because I’m busy or after hours?
✅ Does each call have real business value (like sales or emergencies)?
✅ Do I want my business to sound more polished and responsive?

If you answered “yes” to two or more, an answering service could make a real difference.

Having trouble justifying the price of answering services?

For many small businesses, especially ones that don’t get a high volume of calls but still want to move beyond voicemail or need someone to answer phones, traditional answering services can be tough to justify. Prices keep climbing, and between per-minute billing, after-hours fees, and long-term contracts, costs can quickly outweigh the value.

That’s exactly why we built Upfirst.

Small businesses shouldn’t have to choose between missing calls and paying premium rates. Upfirst makes it affordable to answer every call, 24/7, without hiring staff or managing schedules.

Our AI virtual receptionist greets your callers with a friendly, natural voice, captures their info, and sends you a summary by text or email. It can route calls, book appointments, and filter spam automatically, giving you the same professional experience as a full-time receptionist, for a fraction of the price.

Conclusion

Voicemail used to be enough. But today, when customers want answers right away, relying only on voicemail can cost you more in lost opportunities than you realize.

An answering service, especially one that’s AI-powered, helps make sure you never miss a call, message, or new lead.

If your phone rings when you’re busy, after hours, or on another line, that’s when an answering service truly shines.

Don’t lose customers to voicemail.
Try a modern AI answering service like Upfirst, so every call is answered, every lead is captured, and your business is always ready to help.

👉 Try Upfirst free today for 14 days, customize your AI receptionist, and start answering every call in less than a day.

FAQs

Is voicemail still a good choice for small businesses?
Yes, if you only get a few calls, or if they aren’t time-sensitive. For most businesses, voicemail is more of a backup than a main solution.

Can AI handle tricky questions?
Modern AI answering services can check your FAQs, knowledge base, and booking tools to help with most common requests. For more complex inquiries, you can customize the call flow and choose to send the call to you or let it take a detailed message.

How much does an answering service cost?
Traditional live services can cost businesses about $150-$800 monthly. AI services like Upfirst start at less than $30 a month for 30 calls.

What if my calls mostly come after hours?
You can set your answering service to turn on only when your business is closed, so you’ll never miss an after-hours call.