Frequently Asked Questions (FAQ)
Why aren't you open 24x7 like most answering services?
Are you offering a FREE trial?
Can I cancel at any time?
How does "Live Transfer" work?
How does your after hours "Meet Me" service work?
How often is my mail forwarded?
Can we send you items to mail out for us from your address?
If I cancel within the first 7 days, will I receive a full refund?
Do you service international clients?
How exactly does mail forwarding work?
Can you notify me of mail by e-mail?
Can I use an address different from the one I initially provide to Image Advantages?
What if I hire or fire employees from my company?
How long does it take for my Office Service to begin?
Must I have an e-mail address to use your services?
Do I have to pay for toll-free service?
What happens if you get mail for me after I've terminated my service?
If I get phone calls after my service ends, what happens?
What happens if someone calls to check employment dates or references?
Can I use my existing phone number?
Are you offering a FREE trial?
Yes. New customers must pay for their first month of service prior to activating an account. We do this to verify identity and make certain that each account request is legitimate. If for any reason a customer wishes to cancel service within 7 days of activation, we will promptly refund 100% of the payment.
Why aren't you open 24x7 like most answering services?
Our office hours are 8:30am - 9:00pm Monday-Friday, and 10:00am- 3:00pm on Saturday (US Eastern Time). These hours were chosen to provide "normal" business hour coverage for any business in the continental United States. Research shows that 99.9% of business calls in the US are made during these hours.
Besides, how many companies that you know of are staffed at 4:00 am? If someone answers a phone at this time, you can be sure that it is an answering service and your callers know that. We have a "Follow Me" or "One Number" option that can be utilized enabling you to screen and still receive your calls after regular hours IF you choose to do so.
Can I cancel at any time?
Yes, you may cancel at any time. Please keep in mind that with the exception of our 7 day trial period, our contracts are month-to-month. This means that after this trial period you will not receive a refund.
How does "Live Transfer" work?
Live transfer is like having a personal secretary at a large company. Your staff will answer a call and get basic information from the caller according to your instructions (i.e. their name, their company, etc.). We then place the caller on hold while we attempt to contact you according to your instructions. Assuming we contact you, we speak with you, relay the information, then do as you instruct. We can take a message, send the caller to voice mail, or transfer the caller directly to you - wherever you may be answering the phone.
How does your after hours "Meet Me" service work?
"Meet Me" service is only available after business hours. If you choose to utilize this service, your callers will be greeted by an automated message. They will be asked to record their name. Our phone system will attempt to contact you. Assuming it does, you will hear the recorded callers name. If you choose to accept the call, the caller is instantly transferred to you. If you reject the call, the caller is told that no one is available and they are directed to voice mail. When this service is not activated, all calls are directed to voicemail. How often is my mail forwarded?
You may choose the intervals mail is sent to you at. Mail can be forwarded daily, weekly, or monthly to any address you specify. You may change the intervals and/or address at any time. Remember, at your request, can we can open and fax important letters to you immediately.
Can we send you items to mail out for us from your address?
Of course. In the industry, this is called re-mailing, and it is included in our service. No one will ever know that you do not have a physical presence at our offices.
If I cancel within the first 7 days, will I receive a full refund?
Yes, absolutely! If you cancel within the first 7 days of your first month of service you will receive a full refund.
Do you service international clients?
Yes, we have many international clients, including foreign nationals, U.S. citizens working overseas, and overseas businesspeople. We provide them with an office presence in the United States and open up the huge American market to their services or products.
How exactly does mail forwarding work?
As your mail arrives, it is put into an envelope and mailed to its final destination at a set interval. You then open and process the mail yourself.
Can you notify me of mail by e-mail?
Yes. Upon request, we will send you an e-mail notification of received mail. We can also scan any important correspondence and e-mail it to you.
Can I use an address different from the one I initially provide to Image Advantages?
Yes, you can use any address you like, and you may change the forwarding address at any time.
What if I hire or fire employees from my company?
Image Advantages will grow with you. Upon enrollment, you supply us with an initial file of employee names, dates of employment, salaries, and other pertinent information. If your staffing changes, simply notify us with the updates to your file. If a past or present employee needs salary or work history verification, we supply callers with the necessary information.
How long does it take for my Office Service to begin?
Image Advantages will have your service set up within 48 hours of your order (payment is required to activate your service).
Must I have an e-mail address to use your services?
No, you may retrieve all of your messages and inquire about your account by phone or fax. However, we prefer e-mail because it is an efficient and inexpensive means of communication. Why pay long distance charges? Our goal is to reduce your costs, not add to them!
Do I have to pay for toll-free service?
Having a toll-free number makes you accessible to customers all over the country. With our service, toll-free service is included at no extra fee. (Toll-free service is only available in the U.S. and Canada.)
What happens if you get mail for me after I've terminated my service?
We will e-mail you regarding the receipt of any letters or packages after your service is terminated. If you are no longer a client, the fee for forwarding mail to your current address is $0.75 per letter plus postage. If no arrangements are made with us, postal requirements ensure that we hold onto your mail for at least one year.
If I get phone calls after my service ends, what happens?
Even if you choose to leave us, we still want to help you project the most professional image possible. We can arrange to redirect the toll-free number you have been using to any number of your choosing, provided you purchase the number. The fee for transferring ownership of the toll-free number is $100. Redirecting the number to any phone number of your choosing is $50.
What happens if someone calls to check employment dates or references?
We supply the caller with whatever information you provided us with for that employee. Be advised that we take no responsibility for any information that you provide us. Our mission is to help you portray the image of a large corporation. No one will ever know that they are not calling your corporation.
Can I use my existing phone number?
You sure can. Toll free numbers can be redirected without issue. Regular numbers can be forwarded to us. There is only one catch with regular phone numbers - the number of incoming calls we can take will be limited by YOUR phone system. If you only have a single line, only one caller will get through at a time and other callers will get a busy signal. By using our phone system and incoming lines (giving out the exclusive toll free or local NY number included with your service) your callers will never get a busy signal.
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