Answering service for IT and MSPs
Our answering service for IT can handle overflow calls, provide 24/7 support, and delight customers - all while keeping your technical team focused on high-value work.
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IT call support
As an MSP or IT service provider, you know the challenges: unexpected surges in support tickets, after-hours emergencies, and the constant pressure to maintain high service levels while controlling costs. Your technical team is stretched thin handling both critical infrastructure issues and routine support calls.
An answering service for IT companies like Upfirst helps you break free from this cycle. Our AI-powered solution acts as your first line of defense, handling basic support inquiries, qualifying urgent issues, and ensuring your clients always reach a helpful voice - even at 2 AM or during peak call times.
Tired of support tickets piling up after hours? Give your clients round-the-clock help desk coverage without burning out your team.
Are peak call times overwhelming your team and leaving customers stuck on hold? During times of high call volume, your staff productivity can fall apart and lead to irritated clients. Expanding your help desk doesn't have to mean hiring more people. With our AI answering service, you can build a strong frontline of support, easing the load on your staff and keeping your customers happy.
In the IT industry, swift responses are not just appreciated—they're expected. Slow reaction times can lead to client frustration and potential loss of business. Upfirst ensures that every call is answered promptly, regardless of when it comes in. By minimizing wait times, you improve customer satisfaction and build a reputation for reliability and efficiency.
Outstanding customer service sets you apart. With our customized scripts and automated answering, we help you make every client interaction feel personal and true to your brand. Upfirst ensures your callers feel heard and valued, creating positive experiences that build loyalty.
Tech issues don't stick to a 9-to-5 schedule, so why should your support? With after hours assistance, your clients get immediate help whenever problems pop up. Being available around the clock not only keeps your customers happy but also sets you apart from competitors who are only there during standard business hours. By being there for your clients day and night, you show your commitment to their success and build stronger, more trusting relationships.
Upfirst’s IT answering service increases your availability, delivers better customer service, and grows your business. With the power of AI, it’s more affordable and customizable to fit your needs.
Reduce the load on your staff by letting our AI handle frequently asked questions. From password resets to software updates, clients get quick answers, freeing your techincal support team for more complex tasks
Critical issues need immediate attention. Tell us your protocols, and our system recognizes urgent matters and forwards calls to the appropriate on-call staff member instantly, ensuring timely responses when they matter most.
Let us handle the basics. With your customized scripts and protocols, our AI provides basic Tier 1 support, resolving simple issues and gathering essential information for more complex problems that your skilled technicians can tackle.
In the tech world, issues can arise day or night. Whether it’s 3pm or 3am, you’re always available to help your clients with our IT answering service, providing troubleshooting and a friendly voice at any hour of the day.
Your IT company has its own voice and protocols. With AI, your scripts can be instantly customized at any time in your dashboard. Update how FAQs are addressed and ensure every interaction feels personal and professional.
AI makes access to multi-language support easier than ever. By serving a more diverse customer base, your IT company opens more doors for business and becomes a more reliable help desk resource.
Quick, easy setup
Connect your phone, tell your virtual receptionist how you'd like calls handled, and get back to work in under 15 minutes - no complex setup required.
Getting started is a breeze. Sign up and choose to use your existing IT company phone number or get a new one through us. No extra hardware is needed.
Set up your personalized greeting and select your AI receptionist’s voice. Provide your business specifics, protocols, and any unique requirements. Then, test a few calls to fine-tune the system until it meets your standards.
Once you’re satisfied, click activate. Your AI receptionist is now live, ready to handle calls on your behalf. From this moment, you offer a 24/7 help desk answering service to your clients.
Have a question about our IT and MSP answering service that isn't answered here? Get in touch with our team.
Can I update my virtual receptionist's responses?
Yes! Our platform allows you to easily update scripts, FAQs, and protocols anytime. This flexibility ensures your AI receptionist always provides current and accurate information to your clients.
What is the caller as an issue the virtual receptionist can't solve?
For complex issues beyond the AI’s scope, the system collects essential details and escalates the call to your human staff according to your predefined protocols. You’ll receive a copy of every transcript and a full call summary, so you’re always in the loop.
Can you integrate with my current ITSM or CRM software?
Absolutely. Upfirst offers a variety of integrations with leading IT service management (ITSM) tools, help desk software, and customer relationship management (CRM) systems.
Do you charge extra for answering on holidays or outside of business hours?
No, after hours support is included in our standard pricing. We believe in providing consistent 24/7 support to your clients without hidden fees or additional charges. This means you can offer exceptional service around the clock without worrying about extra costs.
Stop losing tickets to voicemail. Start delivering 24/7 support without expanding your team. Try Upfirst free for 14 days.
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