LawyerLine™

BACKGROUND

Introduce your business and what you do there.

I'm the founder and the sole member of a law firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LawyerLine™?

We received many phone calls every day, so we needed someone to help us answer those calls and redirect them to the appropriate people.

SOLUTION

What was the scope of their involvement?

LawyerLine handles all of our incoming calls and redirects callers to the correct point person. We didn't have any documentation to share, so they just took over and guided us through the process.

Eventually, our initial scope grew to include conducting intakes. We gave them a list of 5–6 straightforward questions to help us understand what the client is calling for before they get redirected to us. 

Whenever a prospective client calls, the team asks for certain information such as their name, contact details, address, and reason for calling. They then redirect the call to the correct point person from our team. The next day, the team sends us a summary of everyone who called the previous day and which internal teammate they redirected the call to.

What is the team composition?

We work with three managers and five receptionists who answer the phone and direct it to us.

How did you come to work with LawyerLine™?

We discovered them through our marketing agency, which is one of LawyerLine's partner companies. We worked with a costly receptionist provider before, and LawyerLine was much more competitive, so we hired them.

How much have you invested with them?

We've spent less than $10,000.

What is the status of this engagement?

The project started in May 2016 and is ongoing.

RESULTS & FEEDBACK

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

The project has worked out very well. LawyerLine takes about 40–50 calls for us each day, so their services are incredibly valuable to me. Their response times are excellent — they connect us with our callers quickly, which is fantastic.

Their daily summaries are also crucial because it helps us ensure that we addressed the calls correctly. It's imperative that we respond to the calls appropriately, and they've been very helpful with that.

How did LawyerLine™ perform from a project management standpoint?

LawyerLine handles the project management for us, so we don't really have to worry about that. Any time I have an issue, they respond within 10 minutes. The team adapts to any changes very quickly and accurately. We communicate primarily via email, but we've also had some phone calls, Zoom calls, and in-person meetings.

What did you find most impressive about them?

The value for money they provide is truly impressive, especially for the quality of work they provide. LawyerLine is incredibly accommodating — they really tailored their services to our needs. They're just a great company.

Are there any areas they could improve?

No, I don't have anything critical to say about the time.

Do you have any advice for potential customers?

I recommend trying them out. LawyerLine will do a fantastic job and tailor their services to your needs.

BACKGROUND

Please describe your company and your position there.

I am the owner of a law firm. We handle criminal and civil cases.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LawyerLine™, and what were your goals??

We receive calls all day, even after hours. In a highly competitive market it is crucial that these calls be answered and handled expeditiously. Our goals were to have someone who could assist with this and help us to capitalize on new business opportunities and improve customer service. .

SOLUTION

How did you select this vendor and what were the deciding factors?

We had previously tried another company and were unhappy. After some internet searches we found this online receptionist provider. After a trial period we were happy with the serves and communication and decided to sign a contract with them. We remain happy with the choice.

Describe the project in detail and walk through their service package, including any calling tools used.

They provide our office with receptionist coverage 24 hours a day 7 days per week. We worked together to come up with a specific field of questions for them to ask the caller in order to get all of the necessary information. Once they have this information they then reach out to our managing attorney to convey the information. At that time they will either forward the call or take a message for us to return the call at a later time. If it is a case that we are not able to handle they will inform the client of this refer them to the bar association for a suitable replacement.

Who did you work with and what was the feedback process like?

We have an account manager who handles our account or any customer service issues that arise. There are a team of receptionists that handle the incoming calls to the office. They are always friendly and helpful. Very easy to work with.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

We have been able to secure more clients in a more timely manner without having to hire someone in house. This is huge for us as our physical office space is small. Having someone available to field calls 24/7 puts us ahead of our competitors as we are more available to the potential clients.

Describe their project management style, including communication tools and timeliness.

They regularly check in with us to make sure that weHow quickly they were able to take over our call volume and seamlessly continue to be happy with the service and to suggest any possible changes that could better serve our business.

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

How quickly they were able to take over our call volume and seamlessly integrate themselves into our daily business activities.

Are there any areas for improvement or something they could have done differently?

Overall, we have been extremely happy with their service. The customer service is always happy and quick to help. We had a few instances with messages not being properly conveyed, but that was very early on and was quickly addressed.

BACKGROUND

Introduce your business and what you do there.

I own a law firm that specializes in family and estate planning.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LawyerLine?

I needed someone to act as my receptionist.

SOLUTION

What was the scope of their involvement?

LawyerLine provides answering services for me, so they take all my phone calls and collect information. I’ve given them links to scripts and intake forms on Clio, a program specifically for law firms. They fill out intake questionnaires on behalf of the client by reading the questions to them. Basically, they collect information from potential clients and answer inquiries and then forward the responses to me. The team also makes calendar appointments if necessary.

What is the team composition?

I have two main points of contact, including Jenna (Account Manager).

How did you come to work with LawyerLine?

They’ve been around for a long time. My friend worked for them in the early 2000s, so I knew of LawyerLine. I also used Google to research call centers nearby, and they were one of the first results.

How much have you invested with them?

I’ve spent less than $500.

What is the status of this engagement?

The engagement started in April 2021, and it’s ongoing.

RESULTS & FEEDBACK

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

LawyerLine’s services have been really helpful. The team makes me look available, and I don’t have to deal with people who aren’t active clients or aren’t actively hiring. I find answering phone calls like that to be very taxing, so I’m happy to have a spokesperson through LawyerLine answer all inquiries for me. I appreciate their work — they’ve successfully fulfilled the needs of my business.

How did LawyerLine perform from a project management standpoint?

They’re receptive to feedback and very easy to talk to. If I need support, I send them an email, and Jenna gets back to me within an hour. Initially, I did have to call their main phone number, but it proved to be complicated, so my contacts gave me their phone numbers, and I can just call them if I need help.

What did you find most impressive about them?

LawyerLine is a team of compassionate, patient people. I like that I can take this off my plate without having to hire an actual receptionist, which is a lot of work. Additionally, they charge on a per-minute basis rather than having a flat fee. It’s only fair that I won’t be charged unless the services are being actively used, so I appreciated that.

Are there any areas they could improve?

There was a bit of miscommunication when we were setting up the files for the script. They used a generic script at first, and they could’ve offered me a chance to improve it. However, it’s since been corrected, and I’m not upset about it because it was just a learning curve.

BACKGROUND

Please describe your company and your position there.

I am a sole practitioner real estate and business dispute attorney.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LawyerLine™?

I hired LawyerLine to provide phone answering services.

SOLUTION

How did you select this agency and what were the deciding factors?

I interviewed a number of answering services and LawyerLine presented the best combination of services and price.

Describe the project in detail and walk through the stages of the project.

I hired LawyerLine to provide phone answering services.

Describe the recruitment process in detail.

I discussed my account with two people who were very knowledgeable and helpful.

RESULTS & FEEDBACK

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

LawyerLine did exactly what I had hoped they would do.

How effective was the workflow between your team and theirs?

Very effective.

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

They are extremely responsive!

Are there any areas for improvement or something they could have done differently?

No. They are great!

BACKGROUND

Please describe your company and your position there.

Law firm. Owner.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LawyerLine™, and what were your goals??

We receive calls 24/7, and wanted to capitalize on after hour calls especially. I appreciate the promptness in answering calls, and especially liked that I can change my script. The staff is friendly and caring. They check on me, but not in annoying way, to make sure everything is going as I desire. I would highly recommend.

SOLUTION

How did you select this vendor and what were the deciding factors?

Caters to attorneys, so better for answering law firm calls

Describe the project in detail and walk through their service package, including any calling tools used.

solid script and workflow developed together

Who did you work with and what was the feedback process like?

account managers

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

Good intake information

Describe their project management style, including communication tools and timeliness.

we met as needed

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

quality of service both to me and to clients

Are there any areas for improvement or something they could have done differently?

nothing

BACKGROUND

Please describe your company and your position there.

Law firm

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LawyerLine™, and what were your goals??

Call center to answer phones

SOLUTION

How did you select this vendor and what were the deciding factors?

Found through Social Firestarter

Describe the project in detail and walk through their service package, including any calling tools used.

They provide 24 hour coverage for my phones

Who did you work with and what was the feedback process like?

Not sure

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

I have been happy with them. They have taken direction well and implemented my goals

Describe their project management style, including communication tools and timeliness.

we communicate mostly by email

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

strong attention to service

Are there any areas for improvement or something they could have done differently?

Could end calls quicker