LEX Reception

BACKGROUND

Introduce your business and what you do there.

I own Awaken Travels, a full service travel agency specializing in destination weddings and romantic travel honeymoons. I have three agents that work in the office and an administrative assistant.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

I wasn’t able to answer calls in a timely matter. I often turn my phone off when I'm working in order to concentrate.

SOLUTION

What was the scope of their involvement?

LexReception provides a call answering service. They ask some basic lead questions about what type of travel the person wants to do. They also schedule consultations using my online calendar system. It took about a week to work out the different scripts and train their agents. We worked in increments as I made tweaks and changes. I travel a lot, so I have to let them know how to handle calls when I'm not in the office.

What is the team composition?

I work with two account managers, Brie and Channon, on my scripts. I can also send a message via their dashboard if I have a problem and they'll have somebody fix it for me.

How did you come to work with LexReception?

I did a Google search and found a few different companies. I originally went with a different service because their prices were lower. It was a really horrible experience. Then I hired an administrative assistant to help with calls, but it still wasn’t working well. I decided to give Lex Reception a chance. They’d regularly checked in with me every six months, keeping the relationship warm. I liked that they are based in the U.S. because I needed agents that speak English.

How much have you invested with them?

I spend between $200–$260 a month.

What is the status of this engagement?

We started working with them in June 2018 and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

I've been able to hire all three of my new agents since I started working with LexReception. My phone leads have grown substantially. I wasn’t getting enough leads via the phone before to have sustained other staff in my office.

How did LexReception perform from a project management standpoint?

Their team is really good. They're super quick at getting back to me. As a smaller team, they work efficiently together and communicate well. Whoever needs to fix an issue gets it fixed. If I have any concerns, they'll go in and listen to the calls. They're also proactive at checking on how many minutes I've used as part of my plan.

What did you find most impressive about them?

They went the extra mile when I had a major family emergency. I didn't tell them the details when I reached out to let them know we needed to change the script. They sent me a thoughtful gift and a nice card. I was impressed with their customer service. They actually care about my business and about me personally, which is nice.

Are there any areas they could improve?

We haven't had any complaints so far. Editing the script can be difficult, but it's probably because I don’t have a lot of experience in having somebody else answer my calls. Knowing what I want them to say takes some tweaking. They’re good about fixing anything I have a problem with. I'll get a hold of them and they fix it right away.

Do you have any advice for potential customers?

It’s better to work with one of the account managers on your script. I first worked with someone in customer service. She did an OK job. The lead staff definitely have a better handle on the way things should be worded. They also give a lot more feedback. It was nice to work with somebody who knew what they were talking about.

BACKGROUND

Introduce your business and what you do there.

I’m a trial attorney in Portland, Oregon. I own a law firm called Elzinga & Associates, LLC.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

Although I have a full-time receptionist in my office, I was concerned that we were missing calls from existing and potential clients after hours. I needed resources who could capture those calls between 5 PM and 9 AM.

SOLUTION

What was the scope of their involvement?

LexReception provides off-hours call answering services. After taking a call, they immediately send me an email or text with all of the information. I receive the notifications on my phone, so I’m always aware off when they’ve talked to a client or potential client. They keep me posted on the caller’s inquiries and relay any important messages.

I appreciate that the service is customizable, from the script to the procedure. For example, if I receive a call from an attorney or the judge’s chambers, they’ll patch the call directly to my cell phone so that I don’t miss important notices. It was also easy to onboard them; it only took me half an hour to figure out what I wanted, and they took care of the rest.

What is the team composition?

I mostly communicate with Bre (Senior Sales Executive, LexReception). If something comes up, I always call her, and sometimes she calls to let me know about issues. She’s always accessible.

How did you come to work with LexReception?

I found out about LexReception at a legal conference for entrepreneurial attorneys; they had a vendor booth there. I met with Bre and told her my concerns about my practice. She assured me that they could tailor their services to fit my needs. Once I talked to other attorneys about their experience working with LexReception, I heard a lot of positive feedback.

Bre gave us a special three-month deal to try them out, so I compared them with another similar provider. I looked at their costs, plans, options, and customer feedback. It was clear that LexReception was the stronger company with a wider range of custom options. They’re able to screen calls, do client intake, and even schedule appointments. I knew I could grow my firm and scale their services based on my needs.

How much have you invested with them?

I spend $99 per month.

What is the status of this engagement?

We’ve worked together since March 2016.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

When people need a personal injury attorney and don’t have a referral, they’ll go to Yelp or Google and just move down the directory, calling practices until someone answers the phone. Oftentimes, these customers call after hours because they’re working during the normal business day.

With LexReception, I’m able to capture those potential leads. My current clients tell me again and again how they had called 16 attorneys at 6 PM and chose me because I was the first to call back. I wouldn’t have known unless LexReception texted me the information. That I have so many emails and texts from off-hours calls is proof enough that people won’t wait around to find an attorney. They’ll call until someone answers.

How did LexReception perform from a project management standpoint?

Their level of personal service is fantastic, and I appreciate Bre’s project management. For example, I was on a monthly plan that charged extra for every call once I went over my allotted minutes. Instead of billing me the overage, Bre bumped me up to the next plan level just for that month before moving me back. I ended up paying less overall, which I didn’t realize until she did it. I was impressed that she paid such close attention to me even though I’m not one of their bigger clients.

I also value that they record each call, so I’m able to check the quality at my own leisure. When I was teaching a class of lawyers on best business practices, I mentioned LexReception. One of the attorneys present mentioned that they called me but was disappointed with the receptionist service. I immediately checked the recording and felt that the receptionist did a great job. Having the recordings available allows me to go over calls myself and measure the quality.

What did you find most impressive about them?

I have a big issue with law firms that employ cold receptionists; in my practice, I always tell my receptionist that I hope to hear them laugh at least once before they transfer the call. It’s important to me that the client can hear a smile through the phone. Similarly, I didn’t want an off-hours call service that was just a step up from voicemail, nor did I want a nearly automated person reading from a script. I needed receptionists who were warm and empathetic.

LexReception’s call team manages to be professional while remaining empathetic; they’re people who really care. This is crucial because a lot of my clients are in pain in a number of ways, so they need someone who understands that. An empathetic, professional voice is the greatest tool a receptionist can have, and they’ve nailed that pretty well.

Are there any areas they could improve?

No, not at all. I don’t know how they could do better. They’ve treated me so well and have provided a lot of value. They've never failed or let me down, and I’m a big fan.

Do you have any advice for potential customers?

The first voice that answers a potential client call is incredibly important. When younger and solo attorneys begin, they often can’t afford a receptionist, so they answer their own phone. However, this can diminish their credibility to some extent. In those cases, it’d be wise to invest in LexReception as the primary receptionist for calls that ring more than three times. This would save a ton of money.

BACKGROUND

Introduce your business and what you do there.

I'm the business owner of a law firm called the Snader Law Group.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

I was inundated with cold calls from advertisers and was unable to really filter out the unqualified calls for potential clients. I needed resources who could handle our overflow calls as well as our off-hour inquiries.

SOLUTION

What was the scope of their involvement?

They provide call services for the overflow calls to our reception in addition to off-hour and weekend calls. All phone calls are live answered, and with any call that comes in, they send us a concurrent email letting us know someone contacted us and leave a message. The script is built out so that we get the information we are looking for, and they communicate with us almost instantly to call people back. Recently, we've just added additional scripts for additional practice areas.

What is the team composition?

I am in contact with the owner, and she passes any issues onto other available resources to deal with. Besides the receptionists, I have probably directly interacted with 2–3 people over the years.

How did you come to work with LexReception?

They were one of the vendors at a professional seminar I was attending. I was at the point in my practice where I needed to have live answering during off hours. I vetted 2–3 different companies before going forward with LexReception. Since then, I haven’t been dissatisfied in any way shape or form. They've done everything and have surpassed my expectations.

How much have you invested in them?

I've invested more than $20,000. They've given me more than that in value back.

What is the status of this engagement?

We began working together in 2015, and the work is still ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

They've done their part and have done it very well for me. With the new practice areas, we needed to do some script changes. Unlike other tech companies I've worked with, LexReception completed those changes quickly and cleanly. It didn't take long to change the scope at all. The team records the calls and conducts internal training to ensure a seamless onboarding process.

How did LexReception perform from a project management standpoint?

When we get their emails, they ask if we're satisfied with the service provided. Whether an operator conducts a good call or a bad one, we can let them know. I try and send an email to the owner when someone has done a really good or bad job.

What did you find most impressive about them?

I know other people in my business consulting groups who've tried other agencies, and they gravitate towards LexReception as well. To the best of my knowledge, the majority of businesses that engage LexReception stay with them.

Are there any areas they could improve?

When problems come up, I let them know. My biggest ongoing concern is when they don’t spell potential new client names or street addresses accurately because all of that gets ported into our software. We have to go back, proofread, and double check that the information was entered correctly.

Some of that is on the caller, but most of the time, when there is a problem, it's because the receptionist didn’t verify it, even though in the scripting they are supposed to. Those are the times I reach out and let them know they didn’t do their job. This concerns 1–2% of all calls and isn’t a major problem, otherwise, I would have gone elsewhere a long time ago.

Do you have any advice for potential customers?

With any vendor, make sure you stay on top of them. At a minimum, have a monthly call to make sure they're doing what you expect. If you let things slide, they will slide.

BACKGROUND

Introduce your business and what you do there.

I'm the CEO of eChannelHub. We’re a multi-channel platform that helps online sellers to list their products and manage their inventory in real time. We have a seamless API integration with comparison shopping engines and shipping solutions.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

We had a team handle incoming phone calls during regular office hours. There were times, however, when the call volume was heavy or calls came in after working hours. We weren’t able to answer those calls or reply in a timely fashion, which was critical. We decided to work with a contact center to assist us in providing around-the-clock coverage. The main thing we were looking for from a call answering service was the human touch rather than something robotic or scripted.

SOLUTION

What was the scope of their involvement?

We started by giving LexReception a briefing on what we do and what we're looking for. They created templates for the incoming calls and trained their staff so that it wouldn't sound as if they were reading a script. The staff proactively asks the callers with whom they specifically wished to speak and to describe the reason for the call. They can also inquire about what features the caller is looking for in a platform. After each call, they transfer all the captured data to us via email.

Not only do they receive the calls, but they also serve as the face of our company. LexReception is the first point of contact for anyone trying to speak with eChannelHub. They help determine the quality of the inbound prospects and refer qualified leads to our sales team for further contact.

What is the team composition?

We work with an account manager.

How did you come to work with LexReception?

We found them through a Google search. We tried several other companies but weren’t satisfied with any of them. Even though LexReception was more expensive, we liked the sincerity, dedication, and quality of their representatives. We tested them by calling at weird hours to see how they perform. We found that all calls were being received and honored, which was lacking with other companies.

How much have you invested with them?

I’m not entirely sure, but I think it’s $600–$700 for a month-to-month subscription that includes a set amount of minutes. We’re billed for every minute we go over that allotment.

What is the status of this engagement?

We started working together in July 2018, and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Thanks to LexReception, we have a dedicated 24/7 contact center backing our company. This helps us gain traction in the market. We’re getting more new inquiries and prospects than before. Conversion rates have also increased by 20% since the engagement began.

Doing the initial phone screen of potential prospects has taken a huge responsibility off of our plate, which allows us to focus on other areas of our business. The quality of their representatives is so high that when we return phone calls of these prospects, they often are able to remember the name of the person with whom he or she had spoken.

How did LexReception perform from a project management standpoint?

My account manager frequently emails me to see if I have any feedback of if I'm satisfied with their services. I like that they’re proactive, and I'm happy with the way everything is going. They have both a desktop and mobile application where we can monitor the quality of the calls. We can listen to recorded calls and request changes to their script through the app.

What did you find most impressive about them?

The quality of their representatives and team managers is wonderful. Their onboarding process is seamless, and they continuously strive to improve. The best thing is that calls to our toll-free number are being honored within 5–10 seconds, no matter the time of day.

Are there any areas they could improve?

I can't think of anything they need to change. The only advice I’d give them is to keep the same quality of service going forward.

Any advice for potential customers?

Put your trust in LexReception. Sign up for the onboarding and you will see the difference for yourself.

BACKGROUND

Introduce your business and what you do there.

I'm a criminal defense attorney at Whiddon Law Office, based in Monroe, Louisiana.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

I engaged LexReception to provide messaging services. I needed an option that could take thorough notes of incoming calls on a 24/7 basis and set up appointments as required.

SOLUTION

What was the scope of their involvement?

LexReception provides call answering services for our office using a script that we provide. They take thorough notes from incoming calls and set up appointments as needed. Through an app, I'm able to check their notes as they come in, so I can respond to a client immediately when necessary. The service is also connected to our website.

What is the team composition?

For the most part, I work with an account manager whenever any questions come up. For example, sometimes we get collect calls from jails, so their team will reach out to us about how they should proceed.

How did you come to work with LexReception?

Another attorney in town referred them to me. I had used other messaging services before, but they weren't as extensive as LexReception's. I also like that their callers are localized, since our client demographic prefers speaking with native English speakers.

How much have you invested with them?

I initially started off with a $350/month package, but I've since upgraded to $700/month as our call volume has increased.

What is the status of this engagement?

We've been working with them since February 2017, and I have no reason to work with any other providers.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

It's been hugely beneficial to offer LexReception's voice answering services to our prospective and current clients. Not only have their services put clients at ease, but they've also streamlined our internal processes. I can more easily determine which cases are of high value and set up an after-hours appointment right away. That typically happens at least once a month, now.

How did LexReception perform from a project management standpoint?

They've been great. If I ever have an issue, I'm able to access the portal myself and make changes. Whenver I reach out, I always get quick responses from their team.

What did you find most impressive about them?

Allowing clients to leave more specific messages has helped us improve client satisfaction overall. Their work puts our existing and prospective clients at ease knowing that they can leave us detailed messages at all hours of the week.

Are there any areas they could improve?

No. While I'd always like to pay less, their services are some of the best I've found on the market.

Do you have any advice for potential customers?

Make sure to have a good script in place.

BACKGROUND

Introduce your business and what you do there.

I'm the founder of Your Practice Mastered. Our company was designed to help entrepreneurial-minded attorneys make sure their law firm or small business supports, rather than undermines, their lifestyle.

Most attorneys struggle with getting home in time for dinner, taking a vacation without their cell phone or laptop, and making their desired income. Predominantly, they rarely have a retirement plan. We show them how to build several types of systems that provide more freedom and flexibility. LexReception has been an integral part of that process. 

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

We had two challenges. As a firm, we needed a live phone answering service at all times. I wanted to make sure that whenever new prospective clients called our office—and my staff was tied up—they’d get transferred to a live operator. This was important to us since we value the power of connection. Having a service to answer live calls yields increased conversions compared to voicemail. 

For our clients, it goes a bit deeper. Consumer law firms receive a significant number of phone calls after hours. If they don't use an answering service, they often don't even realize this because new prospects rarely leave voicemails. Even when they did, an employee would have to get back in touch.

SOLUTION

What was the scope of their involvement?

LexReception has an excellent grasp of technology. They can send voicemails to email and even incorporate text messaging. One of the most important features they offer my clients is a scheduling tool integration. Our marketing system often generates leads after business hours. Usually, a law firm's primary goal is for callers to set up a meeting. LexReception can provide callers with more information and actually schedule appointments over the phone. 

The platform they provide lets us upgrade scripts and create customized ones. The ease of use makes it simple for any business manager or sole entrepreneur to change scripts on the fly as they test out different options. 

What is the team composition? 

I don't know the exact number of team members from LexReception who are involved. Regardless, our phones are being answered promptly, correctly, and according to the script. Calls are properly routed based on the category. The project manager we work with has always been responsive. Quite frankly, their tools are so intuitive that we rarely have to get involved with anybody on their team. Once it's set up, we don't have to focus on it and can rely on it working. 

How did you come to work with LexReception?

During a trade show, I found them through a referral from a contact in my industry. I had a conversation with LexReception's CEO, and we really hit it off. I had been using a different company beforehand that had great customer service but was missing three primary functions that we needed. Unlike that service, LexReception answers the phone 24 hours a day, can schedule appointments, and has bilingual operators who can answer my clients' high percentage of Spanish-speaking callers.

What is the status of this engagement?

We've been working together since May 2015. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

LexReception helps turn more of my clients’ after-hours callers into actual paying customers. They’re the exact vendor I needed to offer an excellent solution for our clients. Almost every single one of our customers uses them, if not 100% of my clientele. Each firm that does has been pleased with their services. 

When I make a call that rolls over to the answering service, I typically hear a voice that sounds like a member of the company's team. Most people are surprised when they learn an answering service is handling their calls. 

All my clients who use LexReceptions’ services have seen a marked change in the number of new appointments they set and new clients that have retained their firm. Their existing customers have been much more satisfied since a real person is now answering their calls. All these factors are a strong mark of success. 

How did LexReception perform from a project management standpoint?

For the rare issues we see, I've found that their project management team is very responsive. They’re easy to work with and help us think through the process of what we want to accomplish. 

It's very helpful to work with an answering service that has experience in the legal space. They can figure out how to achieve most of our desired outcomes. We’ve had very few challenges they didn’t already know how to overcome. LexReception’s industry knowledge has been a powerful asset for my clients. 

What did you find most impressive about them?

LexReception offers the exact consistency we want in our answering service. If they have a high turnover rate, we don't know about it. Their team always answers the phones, follows the script, and schedules appointments the way they're supposed to. They manage all their responsibilities and run in the background like a well-oiled machine. We always receive the level of service we expect. 

Are there any areas they could improve?    

No, I can’t think of any.

Do you have any advice for potential customers?

In the beginning, work closely with your project manager. Ask for their opinion and tie in any advice they offer. They already know the legal market very well and can steer you in the right direction based on your goals and objectives. 

BACKGROUND

Briefly describe what your company does and your role there. 

ACCOUNTING FIRM. I AM THE MANAGER AND ACCOUNTANT DOING TAX PREP, ACCOUNTING, BOOKKEEPING

OPPORTUNITY / CHALLENGE

What were your company's goals when you started looking for a partner?

INCREASE SALES AND LEAD GENERATION. DIFFERENT MARKETS

SOLUTION

Describe the scope of your partner's work with your company. Please include a summary of any key tasks or deliverables.

Sales outsourcing

How many people does your company work with?

1-5

How did you find this provider?

Online organic search

Why did you choose to work with them?

• High ratings or positive reviews
• Pricing fits our budget
• Great culture fit
• Good value for cost
• Company values aligned

RESULTS & FEEDBACK

What are the results or deliverables of this partnership that demonstrate progress or success?

INCREASES MARKETING AND INCREASED CUSTOMERS

How does your team communicate with this service provider?

• In-Person Meetings
• Virtual Meetings
• Phone calls
• Email or Messaging App
• Project Management platform

What did you find most impressive or unique about this company?

They've worked hard for a reasonable cost.

BACKGROUND

Please describe your company and your position there.

I am the Marketing Director for Slayton Law, PLC.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LEX Reception?

We wanted to provide a way for our clients to reach us at all times - whenever was convenient for them.

What were your goals for this project?

We wanted or phones to be answered 24/7, 365 days per week, and wanted our answering service to be able to schedule appointments.

SOLUTION

How did you select LEX Reception?

We looked for an established company with excellent references and a great track record.

Describe the project in detail.

I hired Lex Reception to answer our phones after hours, on holidays, and for overflow calls that our staff couldn't get to right away. We didn't want our clients to have to wait.

What was the team composition?

Our Marketing Director and Owner were involved in setting up the service.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

We feel comfortable that our clients can reach our office and schedule consultations at any time, on any day that is convenient for them.

How effective was the workflow between your team and theirs?

Lex Reception has helped us develop multiple scripts for our needs and has reached out to us proactively when a script or price structure isn't working to its fullest potential. We really appreciate the proactive review of our service.

What did you find most impressive about this company?

How proactive they are in reviewing and responding to our needs. We appreciate that we can "set it and forget it."

Are there any areas for improvement?

None that I can think of. Perhaps scheduling a review every quarter would be helpful.

BACKGROUND

Please describe your company and your position there.

We are a small lawfirm where I am one of two attorneys and the owner of the firm.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LEX Reception?

We hired Lex Reception to handle overflow calls and evening and weekend calls.

What were your goals for this project?

Our goal was just to have a live person answering the calls instead of voice mail. What we got was so much more.

SOLUTION

How did you select LEX Reception?

They were recommended by our peers.

Describe the project in detail.

We hired Lex to handle all calls that aren't answered by our office within 20 seconds.

What was the team composition?

Lex has a large team of phone professionals.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Lex has done a great job. Their staff has been able to handle more complicated phone calls. They handle new leads flawlessly and schedule appointments directly to our calendar. They also take payments from current clients.

How effective was the workflow between your team and theirs?

They ensure seamless workflow.

What did you find most impressive about this company?

That they are able to find and retain so many happy phone reps.

Are there any areas for improvement?

They could allow for even more customization/branches to the script and additional integrations with other apps -- perhaps through Zapier.com.

BACKGROUND

Please describe your company and your position there.

Solo practitioner with one paralegal.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LEX Reception?

Answer phone, lead intake

What were your goals for this project?

Free up staff time

SOLUTION

How did you select LEX Reception?

I was using another company for these services and bcame unhappy with their service. I spoke with Brianna from LexReception, who was extremely helpful. I also spoke with someone from another competitor.

I decided to go with LexReception as they provide an online portal for their clients and will customize the call script.

Describe the project in detail.

They answer the phones 24/7, integrate with my CRM and email me the notes of calls. I am also able to have those calls recorded to see if they are meeting my expectations.

What was the team composition?

Clients like to speak to a person and not a machine. With Lex they are able to speak to someone 24/7

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Basic information from new leads is captured and provided to me in real time. This frees up my paralegal and myself and enables me to return calls without having to obtain basic. info.

How effective was the workflow between your team and theirs?

It's been great. I can log into the portal and make changes to the script, add notes, etc.

What did you find most impressive about this company?

They're willingnes to customize the scripts - you're not stuck with a cookie cutter script.

Are there any areas for improvement?

There needs to be a better way to handle solicitation calls.