How To Contact Answerfirst

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1 Pricing & Info Packet Answering Servi e Affordable Answering Service

2 Rates & Services Providing answering services since 1985 No additional fees for nights, weekends & holidays One simple rate plan: pay as you go & only for what you use Dedicated Account Representative for personalized support No minimum usage or commitment to minute plans required Calls are never placed on hold to answer other calls Experienced U.S. Customer Service Professionals Supervisor onsite and available 24/7/365 Real-time access to call recordings, detailed reports & messages online 24/7/365 PRICING Base Rate Live Services Virtual Services Contract Length Forwarding Numbers $20.00 per billing cycle (4 weeks) Billed at $ $1.15* per minute (Talk, Wrap-up, Account Update, etc.) Billed at $0.20 per minute No contract required 2 included. Each additional $1 per billing cycle - maximum of 5 per account. *FLEXIBLE RATE SCHEDULE Your Live Services per minute rate automatically adjusts as your call volume changes. Minutes Used Per Billing Cycle Rate Minutes Used Per Billing Cycle Rate 0-99 $ $ $ $ $ $ $ $ $ $1.06 Please note: these rates are based on a call limit of 3 simultaneous inbound calls. If you have questions about this, please ask your Sales Rep. As a true solo lawyer, AnswerFirst has been invaluable to me this year. In large part due to my ability to capture calls and get back to folks quickly, we have doubled our revenue every month this year. - Bill Y. Yanger Law

3 I just want to let you know, we are very happy with AnswerFirst s answering services! The receptionists have been professional, friendly and helpful. - Dana, Nyquist Capital Partners Setup Fees $ per hour (1 hour minimum)* *1-2 hours typically enough for all but very complex accounts. Services Included at No Additional Charge Client Web Access Access your account via the web. Custom Announcements Included with every account. Multiple Delivery Methods Choose any combination. Call Recordings Access all inbound and outbound call recordings through our web interface. Message Archiving Messages available for 85 days on the web. Account Reports Available 24/7 on the web. Inbound Processing Add this functionality to your account. True 24/7/365 Answering Answering on holidays, weekends and nights. Delivery Choices Choose multiple delivery methods. Monitored Deliveries Digital paging and alpha paging Unmonitored Deliveries and text messaging Client Web Access Deliveries Pick up messages through our web interface. Export Export messages or form submissions through our web interface in.csv format. Virtual Services Voice Mail, , SMS, Etc. Add these services to your account. Account Add-ons Toll Free Number Add a domestic toll free number for an additional $0.05 per minute to our published rates. misecure Messaging Mobile App Access & manage your AnswerFirst account on the go! Includes HIPAA & PCI compliant 2-way messaging and works on Apple, Android and most Blackberry devices. Only $5.00 per device, per billing cycle.

4 AnswerFirst s Mobile App: misecure Messaging Manage and access your AnswerFirst account while also utilizing HIPAA and HITECH compliant secure two-way messaging on your tablet or smartphone. misecure Messaging features include: Affordable $5.00 flat fee per device, per billing cycle Flexible works on Apple, Android and some Blackberry devices Secure HIPAA and HITECH compliant secure messaging. The application securely logs in to the message server and never actually stores messages on your phone. The application is password protected and you can only view the data through a secured connection meaning that your communications and data are encrypted and safe. Easy to use just like text messaging, but you can only communicate with contacts in your group/circle. Unlimited number of licenses you can have as many devices in your group as needed. No hidden fees no overage fees, no character limits. Your data is safe users cannot copy, paste or forward any of the messages outside of your circle within your licensed devices. If you lose your device, we deactivate the lost device. Scalable - you can add other devices at any time; setup is done by administrators at AnswerFirst. Customizable recipients control how they want to be alerted when a new message is received.

5 Client Web Access Client Web Access (CWA), an exclusive offering of AnswerFirst Communications, is a free service included with every Live Operator account. It provides a secure way for you to log in to our web server to access your account information in real-time. We offer a variety of functions through our web access interface including message review, form review, live status updates, report generation and voice log access as well as account screen review. *Client Web Access is included free with every account. Listed below are some of the standard features available with Client Web Access. In addition to these features, Client Web Access provides another layer of redundancy for your account information. Client Web Access is available from any web browser anywhere in the world and all data is available in real-time. As soon as a message is saved by one of our agents, it is available in CWA. View messages View form submissions Listen to recorded calls View reports View account data Update account information Deliver messages Process inbound s Change your on-call status Export your data Print messages Add notes to messages View call details

6 Test Demo How does it work? Try our demo account! Simply call the following toll-free number: and one of our Customer Service Professionals will answer Johnson Electrical. You can ask the CSP to take a message, take an order or schedule an appointment. Next, log in to Client Web Access (CWA) to view your new message, order or appointment by using the log in information below. You can also listen to the recording of your call, add notes to your new message, export the data in.csv format or use any of the myriad of functions provided in CWA. Here is how to log in: Please go to the following URL: Username: demo Password: testdrive If you would like a guided tour of all the capabilities of CWA, please call one of our Business Development Coordinators at We will happily show you all the wonderful features. You have an excellent response time for change order requests and I have heard nothing but good reports from the Level 1 and Level 2 support personnel about the AnswerFirst agents that they have been in contact with. - Mark P., SMC3

7 Services Overview How quickly can I start using your services? Depending on your requirements and availability to provide setup instructions, setup typically takes anywhere from 1 3 business days. We can provide expedited setup, but sometimes it may cost additional fees. How will calls for my business reach the AnswerFirst call center? We provide all account holders with a unique forwarding phone number. You forward your calls to that number and when the number rings at our contact center, a Customer Service Professional answers in your company name and follows your account instructions. How will I get my messages? We deliver messages via , text messaging (SMS), alpha pager, digital pager, verbally over the phone and via the web. Select any of these options in any combination. For example, we can send a text message to your cell phone, and then you can later retrieve or review that same message on the web, and then via a summary the next morning. Also, based on your account setup, you can have different dispatch protocols for different types of messages (i.e. emergencies sent via text message and then called to confirm receipt but all routine calls held for the next morning). How do I forward my phone lines? Can you forward my phone lines for me? There are several options that phone carriers provide for you to forward your calls to AnswerFirst. The most common is the manual call forwarding feature. Manual call forwarding requires you to select the line you want to forward and dial an access code followed by the number to which you wish to forward. Some phone companies offer Busy No Answer. Busy No Answer forwarding allows your line to ring to us if it is tied up or if it is not answered by a predetermined number of rings. Remote call forwarding allows you to forward your calls from anywhere. Some clients use their advanced phone systems to forward their calls. Some phone systems have degradation in call quality when this type of call forwarding is used so it is a good idea to test this option before implementing. What am I billed for? Line items on your bill will include: Base Rate Live Services Virtual Services (if any) Total There are no surprises. You will not find any hidden fees on your invoice. The main item will be Live Services. Live Services include talk time, wrap time (occurs when we are finalizing a message once the call is disconnected), account updates and dispatch. Virtual Services include voice mail, SMS, s and front-end voice greeting. These are optional services that can be added to your account. There is also a one-time setup fee. Setup is billed at $100 per hour with a one hour minimum; most accounts are setup in 1-2 hours. You can review your call volume and listen to your call recordings for quality control via our secure online customer portal (Client Web Access) at your convenience 24/7/365. How can I be sure that smart, friendly people will answer my calls? Providing excellent quality starts with selecting the right Customer Service Professionals and offering more than competitive pay through incentives. All of our CSPs have prior experience in customer service and must go through our rigorous training program to insure that they are familiar with our system and our clients accounts before they are allowed to work. Also, they are reviewed, rewarded and given guidance based on their performance each day.

8 Get support via our Facebook and Twitter. When you need support you can call us, us or submit an online request and we provide support via our social networks, too! If you have a question or need support, you can contact us through Twitter or Facebook for assistance. No Facebook or Twitter account? Here are some good reasons to join: 24/7 customer support Fast response Stay updated in-the-minute Transparency Enjoy reading the correspondence of other customers Rate our service Joining is easy and now is a good time:

9 Call Center Comparison Guide AnswerFirst 2nd 3rd 4th 1. Does the normal rate include answering phone calls and s any time, q q q holidays, weekend or nights? 2. Does the rate plan guarantee you pay only for the services you use? q q q 3. Does the service bill only after work is performed (no packages & no flat rates)? q q q 4. Does the service record all calls and make them available to you at no charge? q q q 5. Can the service patch callers to you in the continental U.S. without long q q q distance fees? 6. Does the service bill in true one second increments? (no one minute q q q rounding up) 7. Is your account assigned a unique phone number not used by other clients? q q q 8. Does the service include a local forwarding number at no additional charge? q q q 9. Can you take your forwarding number with you if you leave the service? q q q 10. Does the service offer various billing & payment methods? q q q 11. Does the service maintain a supervisor on staff 24/7 for issues or problems? q q q 12. Are all your calls answered by agents in the U.S.? q q q 13. Does the service provide 24/7 free web access to all account data q q q (complete transparency)? 14. Does the service offer a HIPAA compliant mobile app that works on Apple, q q q Android and Blackberry? 15. Can you make real time on-call status changes via the web? q q q 16. Can your data be exported in.csv format for import into your database? q q q 17. Are your calls never interrupted to answer other calls (callers not put on hold)? q q q 18. Does the service utilize separate dispatch operators to minimize mistakes? q q q 19. Does the service offer customized hold announcements? q q q 20. Can the service bring your inbound s into the operator queue q q q for processing? 21. Can voice mail services be included as part of your live operator account? q q q 22. If using voice mail services, can messages be ed to you in.wav format? q q q 23. In the event of a power, telephone or internet outage, will the service q q q continue to function? 24. Can you Tweet or Facebook your service for support? q q q