What evidence can you share that demonstrates the impact of the engagement?
My practice has been around for five years. Every year, I’ve seen 10%–15% growth in gross revenue. I can’t pinpoint one factor, but most of that growth, I think, comes from organic growth. I don’t do a lot of marketing; most of my business comes via word-of-mouth from repeat customers and referrals from professionals. I do think the answering service helps; people prefer to speak to a person rather than a voicemail.
How did Answering Legal perform from a project management standpoint?
They’re good. At one point about a year ago, I was having trouble where my calls had gone to voicemail rather than the answering service 2–3 times. It wasn’t Answering Legal’s fault; I had switched cell providers right before it happened. It was a pain to correct, but they were responsive to the issue and got it resolved.
What did you find most impressive about them?
I’ve never had an answering service before, but it’s good that they send me so much detail about each call via text and email and that they try to patch me in when they can.
Are there any areas they could improve?
With criminal defense, everything is very county-specific: the classification system, courts, and inmate numbers, and state ID numbers vary county by county. Lately, I’ve had a lot of potential new clients whose cases Answering Legal hasn’t been able to ascertain that much information about. That’s because they don’t have knowledge of the individual court system I work with and can’t gather that information. Unfortunately, that means I need to do a callback before I can pull up all the information and answer the clients’ questions.
Answering Legal is a nationwide service, so I understand why they don’t dive that deep. However, if they can improve their working knowledge of the court system, I’d find that helpful.
Any advice for potential customers?
If you have a high-volume practice, I think Answering Legal is worth the investment. There’s a lot to be said for a caller to talk to a live person rather than an answering machine. It also takes stress off me; I can take the time to do other work because don’t need to answer the phone all day. It’s a nice step between answering the phone yourself and hiring a staff member in your office, which isn’t as cost-effective.