JAM レビュー 539

We have been with Jam for a number of years are are very happy with the service.

I have been dealing with JAM (answer.co.uk) for over 5 years and can highly recommend them. I divert the calls when I am out of the office which is a 24hr service and works really well. Our clients are always complimenatry on the service and its a reasonable cost.

I have used JAM for a few years now. They are spot on with their services. Customers are answered on time, politely, and I received via email and SMS all details. Thank you!

Great Company. We've used them for 10 years and they've never let us down. I also like that we've grown significantly in that time, but have never felt the need to bring things in-house as I don't think there's any chance that we could do it cheaper / better!

A professional service allowing me not to have to deal with all the unwanted sales calls.

I have been using JAM for my call answering for about 15 years. The service is first-class and very affordable. I have no hesitation in recommending this fine service.

Excellent company to work with! This helps my business more than I imagined it would, it filters out the cold calls and allows me to take more information from serious customers! Highly recommended!

We decided to use Jam/answer following a recommendation from our phone service provider. For calls we can't pick up, they answer for us. We use the pay as you go service and this works really well for us as we spend more when running ad campaigns for enrolment and less during the quieter periods. I like that they send us both emails and texts to us.

They also represent our brand very well over the phone. Customers would often say I spoke to 'your colleague' when they leave a message with the team at Answer. It takes a while before it registers in my mind that when they say 'colleague', they meant team at Answer :-)

Great company providing a great service. Ideal for low call volumes. Whenever I test the service I am greeted with a polite, well spoken agent who follows my script perfectly.
Keep up the great work!

We've decided to communicate by phone only with some customers, so JAM/answer.co.uk provides a great service for us by giving us a summary of every call, with the caller's number and email. It makes further actions much easier.

We run 3 businesses and can't always answer all of the phone calls we receive. We noticed that customers would not always leave an voicemail, so we needed an answering service.
This enables us to offer a professional introduction to our companies and to return calls at a suitable time.
With a 24/7 365day service, we never miss a call

I have been using the service for around six years.

I have never had any issues and I feel it offers very good value for money for my business.

I have used their services for many years and found it excellent. I often have customers compliment me on how good "our" reception staff are. Will continue to use them.

We have been using Jam for around 6 years now and cannot fault their commitment to us clients. Using the services has allowed the company to weather the pandemic, moving offices a few times and finally to help with remote working.

Jam-my

Being a small business some of our calls were ending up unanswered and going to voicemail so we were looking for a simple human answering service.

We carried out our due diligence and after speaking to Jam, having explained that we take 20 - 50 odd calls a month depending on the time of year, they suggested we start with £35/ month which would include 30 mins and then it would £1.30 /minute thereafter ex VAT.

Ok, we thought we'll give it a go for a few months.

The first month we took 38 calls at a bill of £161.59 we were a little bit shocked at this ( you receive no automated notifications you're spending this much, so have to manually log into their system to keep track, we learnt.)

So I spoke to Jam by email and explained paying £4.25 a call for a simple answering service isn't value for money and we need to reduce this by at least half next month or it's not tenable, they suggested “ Please be aware, your average call time is within the time frame we would expect from our team based on your script” and that “We can certainly look at reducing your script to ensure calls are handled quicker “

(At the moment it was pretty brief in my opinion), so we changed it from

"Good morning/afternoon/evening how can I help?

Take -
Email
Postcode and Address
Message

to

"Good morning/afternoon/evening how can I help?

Postcode (first 4 digits)
Message"

Great I was thinking, that would many us more streamlined and more efficient.

The next month rolled over...£85.81 for 20 calls or £4.29 a call, more than last month after trimming the script down to taking down their name, number (assume this comes up on the system anyway), and first 4 digits of their postcode. What is going on!?

OK I thought, fool me twice... I emailed my dismay again and received a refund for a 6.5 minute call, yes over 6 mins taking about what!? This is just one example of many many calls being far too long, a 4-minute 50-second call received from a client asking what time we were arriving that day.. I mean come on!

Surprisingly Jam wasn't forthcoming with much of an explanation or, you know, actual recorded evidence of the calls.

They charged us £289.40 for 58 answered calls.
The average cost per call was £4.99
That's a lot of money to answer a call and take basic quick information

Conclusion:
If you're looking for more transparency in your call-answering service provider I would suggest you keep looking.

Excellent service - no problems - great staff who deal with with my call in an extremely professional way

I would highly recommend Jam. Their service is amazing and we could not have conducted our business without them. The team taking calls does a brilliant job and Jo and Leigh, our Customer Service contacts were amazing. Always there to help and nothing is ever too much trouble. Thank you for all your help and your 5-star service.

If I could give zero stars I would, as one is too much. We wanted to switch to Jam from our previous call answering service, as they claim to do 24/7, whereas we currently get an 8pm finish. I paid them a lot of money for a month upfront, for a bespoke package they had to put together, as they didnt have a ready made package for our level of call volume, which I assume must be higher than their typical type of client. They also assured me they can handle our type of calls, which requires more than just taking a message. However, I subsequently wasted a lot of time preparing and moving from my old call answering service to Jam, the service went live on a Wednesday evening but I had to pause the whole thing by Thursday midday, as it was abundantly clear they couldn't do the job as promised. From the call recordings I monitored, it appeared about half the call handlers were able to follow the instructions and complete an online form with the caller, the other half just ignored the instructions and passed a simple callback message on, instead of doing the form with the caller on the phone. I emailed the shift manager and asked someone to call me so I could discuss the issues, they replied to say they would look into it, but made no reference to my request to call me. I emailed again asking the same question, this email was ignored completely. I then spent the next 2 weeks waiting for someone to get in touch by any means at all, I got nothing. I found this absolutely staggering for a company whose 'raison d'etre' is talking on the phone, it actually turned out the management don't want to lead by example and are chronically phone shy, perhaps they think they are too important for that! In the meantime I had to cancel the notice period with our previous service and direct our calls back to them. After emailing Jam yet again to complain, I finally got a reply but this is where the irresolvable difficulties started, as it was clear the major problem is actually the management staff who work behind the scenes, where over a series of emails exchanges, I have never experienced such a level of deliberate obfuscation in my 20+ years of running a business and dealing with suppliers. It quickly became clear to me, they are impossible to deal with unless your prepared to fight your way through several layers of deflection, distraction and obfuscation, I got the impression it's a deliberate strategy and is ingrained into the management culture. So in short, they oversold the service in the first place, in my view the management don't have the skills or interest to resolve complex issues and I lost a good proportion of the money I paid upfront, as despite answering calls for less than 2 days out of a full month, they refused to refund a proportionate amount to me. So we are back with our old supplier and it's back to the drawing board in our search for a 24/7 answering service. My advice to anyone who is prepared to try their service, is not to pay any more upfront, than your prepared to lose.

70% of the time calls are answered professionally. Recently we have noticed they just tell our callers we are unavailable without attempting to transfer the calls. This is becoming an issue, that after 3 years, I'll have to find an alternative provider. When complaining they blame isolated staff issues, which isn't good enough. Always record your calls

Good, professional service. Thank you