LEX Reception

BACKGROUND

Introduce your business and what you do there.

I’m an attorney at Reeves Lavallee, PC.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LEX Reception?

I was looking to avoid missed calls from my clients. That could be overflow calls during business hours or, more importantly, evening and weekend calls when a client is having a crisis.

SOLUTION

What was the scope of their involvement? 

LEX Reception is our answering service for overflow and after-hours calls. They’ve helped me develop a script that their receptionists will use to collect information from my clients or prospects. When I need to update it like after staff turnover, they alter the language and make sure our emails are sending out to the right people. 

In terms of their calling services, they take down the correct information and convey that data to me. The receptionists aren’t involved in determining if someone is qualified for our practice. 

What is the team composition? 

I work closely with Brianna (Sales Executive), Channon (Lead Client Manager), and Tess (Client Account Manager). If I have any questions or am running into issues, I can quickly go to them for help. They’ll fix whatever I need in a very timely manner.

How did you come to work with LEX Reception?

I’d heard about them through a business networking group and looked through their reviews. After trying them out for a couple of months, I realized that there was definitely a value for their services. I wanted to expand my business so that I could meet my clients’ needs that I couldn’t get to after hours.

How much have you invested with them?

We pay them based on the amount of time used. On average, it’s between $100–$150 per month.

What is the status of this engagement?

We’ve been working with them since January 2019.

RESULTS & FEEDBACK

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

The biggest saving grace I have during business hours is knowing that someone can answer critical calls when I can’t. If there’s an issue that comes up with a court or an attorney, the court will reach out to our practice. We have to drop everything and answer the phone because they might need to get a hold of us at that very moment. Now, I know that LEX Reception is there to take the call, which is a relief.

What did you find most impressive about them?

Their ability to communicate with me is great, whether it’s when I’m getting in touch with a receptionist to take me to the right contact or when I’m talking to someone in charge. I’m going to get an immediate response 24/7.

Are there any areas they could improve?

No, nothing that I think is worth mentioning. Everyone can improve on something, but it’s important to keep in mind why you hired them. For example, it’s not a big problem if they spell someone’s name phonetically because it’s not a high priority for me. If it matters to you, you can address it with them.

Do you have any advice for potential customers?

LEX Reception is well-worth the money. You’re going to get a higher ROI.

BACKGROUND

Please describe your company and your position there.

I am an attorney in a boutique legal firm. My partner and I practice personal injury, criminal defense, immigration, and family law.

OPPORTUNITY / CHALLENGE

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

We wanted a technology savvy answering service that answered calls 24/7.

What were your goals for this project?

Our goals were to have quicker answering times for our phone calls, the ability to schedule consultations on the initial call, and the ability to do all of this in a technologically savvy way.

SOLUTION

How did you select LEX Reception?

We reviewed every virtual receptionist company out there. We wanted someone familiar with law firms, someone who has multilingual operators, and a good reputation.

Describe the project in detail.

The project was focused on not losing potential clients and also to have the value of a receptionist without all of the overhead cost that comes with a full time employee.

What was the team composition?

Their staff is compromised of many team members. They answer our phones professionally and are always on time.

RESULTS & FEEDBACK

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

Our success is that we were were able to retain more clients and save a tremendous amount of money by not hiring a full time receptionist.

How effective was the workflow between your team and theirs?

The team work has been very good. Through their app, and through email, we can give feedback on each call. They are receptive to changes and are always looking to improve. We have improved our client retention immensely.

What did you find most impressive about this company?

Great attitude, great technology, and great workflow.

Are there any areas for improvement?

Not that we have seen yet.

BACKGROUND

Please describe your company and your position there.

We are a law firm providing consumer bankruptcy services. I am the owner.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LexReception?

We wanted to capture after-hour calls from potential clients.

What were your goals for this project?

To capture calls and, as possible, make appointments with new clients.

SOLUTION

How did you select this vendor?

They came highly recommended by a business group and many of its members. I interviewed them.

Describe the project in detail.

If our phone rings after hours, they answer it. They harvest information. They make appointments for us.

What was the team composition?

They have a sales team. They have a tech/implementation team. They have people that answer the incoming calls.

RESULTS & FEEDBACK

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

We get more clients because Lex captures after hours calls and makes appointments for us.

How effective was the workflow between your team and theirs?

100%

What did you find most impressive about this company?

They have delivered on their promise. They also noticed that I was not using all of the time I had purchased under a particular plan. They suggested a less costly plan that has saved me money.

Are there any areas for improvement?

None. They are prompt, efficient, and cost-effective.

BACKGROUND

Please describe your company and your position there.

As the owner of boutique law firm in Virginia, we provide criminal defense services throughout courts in Northern Virginia. As the owner, managing incoming leads and making sure they are directed to the appropriate attorney was a major problem.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LexReception?

We hired LexReception to manage our incoming calls to the firm as an answering service/virtual receptionist.

What were your goals for this project?

Properly handle and direct new customers and current customers to the appropriate individual who could best handle their issue or concern. Developing scripts that provided all the information to the necessary attorney was critical.

SOLUTION

How did you select this vendor?

LexReception provided custom scripts that can be tweaked to ensure we are getting all the information we need from the client when they call; reducing call backs from support staff and maximizing our efficiency.

Describe the project in detail.

LexReception worked with my Office Manager to develop intake scripts and call management for the firm.

What was the team composition?

We dealt primarily with two points of contact with LexReception as they worked with my office manager to ensure that all of our concerns were being met.

RESULTS & FEEDBACK

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

The results were outstanding. We now have an efficient virtual receptionist that treats our clients like they are part of the team.

How effective was the workflow between your team and theirs?

The workflow between Lex's team and ours is seamless.

What did you find most impressive about this company?

They are fast to adapt to changes and very, very easy to communicate with. They're always professional and courteous.

Are there any areas for improvement?

They are doing awesome and my clients are happy with the service they receive.

BACKGROUND

Introduce your business and what you do there.

I’m a solo practitioner as an attorney.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

I needed an answering service that would keep my high standards of customer service.

SOLUTION

What was the scope of their involvement?

LexReception acts as my answering service 24 hours a day. On average, I receive between 8–10 calls. Their team answers all calls to my office throughout the day. They ascertain the necessary personal information and then send me an e-mail that I can respond to.  

What is the team composition?

I’ve worked with one LexReception teammate and email with another one.

How did you come to work with LexReception?

I searched online for an answering service. LexReception was the most cost-effective solution.  

How much have you invested with them?

I’ve spent probably $5,000 on LexReception’s services. Payment works based on an allotted number of minutes. If I use more than that number, there’s also an overage fee. I’ve used between 450–500 minutes per month.

What is the status of this engagement?

We started working together about a year ago, and it’s an ongoing partnership.

RESULTS & FEEDBACK

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

The collaboration has worked wonderfully. Prior to LexReception, I didn’t have an answering service and answered all of the calls. Their services have saved me time.

How did LexReception perform from a project management standpoint?

LexReception has been very responsive.

What did you find most impressive about them?

The quality of their services has been great. LexReception has performed well. They collect all the necessary information that I request and any changes I need to have made are executed quickly.

Are there any areas they could improve?

They could make the online portal more user-friendly by recognizing a client, phone number, or automating the process.

Do you have any advice for potential customers?

Have an idea of what you want in mind. Use a script to gather information and then free up your day to go about other tasks and be more efficient.

BACKGROUND

Introduce your business and what you do there.

I’m the office manager for Chastaine Law Office, a criminal defense firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

We hired LexReception to answer our phones during hours that we’re out of the office, so after-hours and weekends. We wanted to make sure there was always someone to answer the phone for potential leads and existing clients.

SOLUTION

What was the scope of their involvement?

We’ve given LexReception a script to follow when they answer our phones, so each call follows the same questions and gathers relevant information. They also offer customization for the services, so we’ve been able to change the script for what they say to each caller. 

Their team then sends us an email with all the information collected from the call, and we can decide to return the call immediately or during normal office hours. Also, since we’re a criminal defense firm, LexReception can also directly link a call to us if it’s an emergency with one of our clients. 

What is the team composition?

I’m unsure of the number of people providing services, but they have a team dedicated to it. 

How did you come to work with LexReception?

A lot of our colleagues use LexReception, so we thought we’d give them a try. Once we started, we found that they do a great job. 

What is the status of this engagement?

We’ve been working with them since around 2016 and have an ongoing relationship.

RESULTS & FEEDBACK

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

It’s great having a professional team to answer our calls and ensure leads are being captured even when we’re not in the office. These are calls we otherwise would have missed if not for LexReception, so they’re a valuable resource. 

How did LexReception perform from a project management standpoint?

We have little interaction after we give LexReception the script, but we do perform some QA. I’ll listen to the calls and they’ve all been very consistent. If I need to talk to them, they’re always available. We’re also able to change our plan every month, if we need to, to avoid getting charged extra for going over our allotted minutes. 

What did you find most impressive about them?

Their ability to customize a script and speak in a warm, professional way to our callers is great. 

Are there any areas they could improve?

I’m happy with their services, so there’s nothing I can think of.

Do you have any advice for potential customers?

Be clear on what you’re looking for. The great part of working with them is that they can help guide you with your script because they’re very familiar with the work. 

BACKGROUND

Please describe your company and your position there.

We are a small law firm that handles primary consumer bankruptcies and divorces. I am the managing attorney of the firm.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LexReception?

I wanted to have an answering service for when the office is closed.

What were your goals for this project?

I wanted to be able to get information on callers that called outside of business hours. Many callers would not leave a message if they reached a voice mailbox.

SOLUTION

How did you select this vendor?

I have seen them at conferences and talked with others who have used them.

Describe the project in detail.

LexReception answers our phone calls when the office is closed. They get basic information from the callers and then send us an email with the details.

What was the team composition?

LexReception has a number of operators who answer the phone to ensure that calls are answered promptly.

RESULTS & FEEDBACK

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

We have been able to capture information on many callers who have called outside of normal business hours.

How effective was the workflow between your team and theirs?

The emails on the calls are sent promptly. Whenever I need to have changes made to my account, all I have to do is email my contact and they make the changes immediately.

What did you find most impressive about this company?

I love the flexibility of their service. I can manage my account monthly to make sure that I am on the most cost-effective plan.

Are there any areas for improvement?

There have been some minor issues with the spelling of callers' names and operators not following the script.

BACKGROUND

Introduce your business and what you do there.

I'm the owner of a law practice. We do estate planning, probate, and trust administration.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception? 

I have a paralegal now, but at the time it was just myself in the office. I needed somebody to take calls when I was out or busy meeting with clients.

SOLUTION

What was the scope of their involvement?

LexReception provides 24/7 answering services for me. They already had script templates and then we worked together to modify it. They also have their call script link to my website in order to make reservations for upcoming seminars.

What is the team composition? 

I work with one person. Manni (Bilingual Account Executive, LexReception) is our main contact. 

How did you come to work with LexReception?

I did a lot of research when I started looking at answering services. I looked at 12–15 companies. I liked the price point at LexReception. At the time, I was just doing my homework but I wasn’t ready to start. The person originally assigned to my account was very good about not being pushy. If I said please follow up with me in a month, she put it on her calendar and followed up with me in a month. That’s what sold me. 

How much have you invested with them? 

On average, I spend between $130–$140 per month.

What is the status of this engagement? 

Work started in April 2019 and the engagement is ongoing.

RESULTS & FEEDBACK

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

So far, everything's been good. Potential new clients are less likely to call the next attorney on the directory when their call is actually answered by a live person. Having a message taken—and being informed that an attorney will reach back out to them—makes a big difference. 

How did LexReception perform from a project management standpoint? 

LexReception does a good job of reaching out and making sure I'm happy with their services. They're proactive on getting requests submitted any time I've wanted to change something. I did a couple test calls myself to see how my callers are treated. I’m quite satisfied with the impression my callers receive. I've had clients compliment LexReception on the level of service as well. 

What did you find most impressive about them? 

The level of professionalism stands out. Their receptionists have a positive vibe and a good attitude. They're outgoing and they do a good job of building rapport with my clients. I like that LexReception uses US-based receptionists so there's no language barrier. I've used other companies in the past where it's hard to understand the person you're talking to. I haven't had any complaints about LexReception. 

Are there any areas they could improve? 

I wish it was possible to go online and more easily modify the script on my own without having to work with one of their representatives. However, I understand the need to work with them from a quality standpoint. That way they can make sure the script works with their system. 

Do you have any advice for potential customers? 

One thing that Manni just taught me is that there’s an option for verifying repeat callers. You can go on the online system and verify those callers. That changes the call script to make it more welcoming for existing clients. If the agent answering the phone knows who they are and greets them by name, they come across as more knowledgeable.

BACKGROUND

Please describe your company and your position there.

We are a premier and affordable criminal and DUI defense firm in Towson, MD that aggressively represents people who are charged with misdemeanor or felony offenses or driving under the influence. Our office is also dedicated to effectively helping people with other criminal matters at a price that they can afford.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire LexReception?

We wanted a virtual receptionist service that was both affordable to us as a small law firm and client-centered in the way that our incoming phone calls would be handled.

What were your goals for this project?

We wanted a virtual receptionist service that could effectively and properly handle our overflow and after-hours phone calls from clients, prospective new clients, and other callers.

SOLUTION

How did you select this vendor?

We read reviews across the internet and consulted with other businesses in the legal sector. We carefully reviewed LexReception's website and arranged for a phone call to discuss their services and pricing plans. LexReception was most accommodating and competitively priced for the level and quality of service that we were looking for.

Describe the project in detail.

We needed a 24/7/365 virtual receptionist service that we could trust to effectively and properly represent our law firm to clients and prospective new clients who called us after-hours and during periods of high call volume. Onboarding and establishing call scripts was easy and completed within a day, and then we were up and running!

The team at LexReception has been tremendously helpful, from our initial contact with them to present. We initially had a minor issue with ensuring some caller's names were being spelled correctly, but LexReception quickly addressed the issue and corrected it. We now feel like the LexReception team is really an extension of our in-house staff.

We have received many compliments from callers about the quality of service LexReception provided. We are billed on a monthly basis at a fixed rate for a certain number of minutes, with a fixed rate for overtime minutes. Each month, we are provided with an invoice by email and the cost of service is automatically debited from our checking account.

LexReception has many packages and add-ons to choose from including online appointment booking, call-patching, webchat integration, email monitoring, and response, and live operator relay of messages. LexReception allows us to conveniently and easily access our messages via the web, a Windows App, and an iOS and Android OS App. On every message, LexReception asks if the virtual receptionist delivered happiness (optional response). If happiness was not delivered, LexReception will follow up on whatever issue may have arisen during the call and promptly correct it. In short, LexReception has been an amazing partner for our law firm.

What was the team composition?

LexReception has a central management team, and calls are routed to virtual receptionists throughout the United States with native English speakers.

RESULTS & FEEDBACK

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

LexReception has allowed our business to grow and prosper by affordably providing a live human to answer the phone in a professional, friendly manner when our in-house staff cannot. We have received numerous compliments about LexReception's virtual receptionists from our clients and other callers.

How effective was the workflow between your team and theirs?

The workflow between our team and LexReception has been seamless. Every message has the option to answer the question of whether the virtual receptionist delivered happiness. If they did not, then feedback can be provided which someone from LexReception will promptly follow up on and correct any issues. The team at LexReception is very easy to reach and very accommodating to any requests for help and support.

What did you find most impressive about this company?

LexReception's commitment to overall excellence and client satisfaction is what I found most impressive about the company. They take customer feedback very seriously and act promptly. You can tell that they truly care about and strive to deliver a virtual receptionist service that is superior to the competition. At LexReception, you don't feel like just any customer, you feel like their favorite customer every time!

Are there any areas for improvement?

The only area for improvement would be to offer a greater variety of minute packages. As it stands now, minute packages start at 175 and then double to 350 and so on. It would be nice to have a package in the middle of those two ranges. But, this is only a minor area where there is room for improvement. The service itself is superior. 

BACKGROUND

Introduce your business and what you do there. 

I’m the firm manager of The Paynter Law Firm. We've got two North Carolina offices and a Washington, DC, office. We do work nationwide.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception? 

We were growing and experiencing an increased call volume, so we needed to make sure we weren't missing calls. We’d just started a new personal injury division. Those clients want to talk to somebody right away, regardless of the time of day or day of the week. We’d come in to the office in the morning and have a voicemail, but most of the time the client had already called around until they found a firm that answered the phone after hours. We decided this was something we needed to do as soon as possible so that we could stop missing out on potential new clients.

SOLUTION

What was the scope of their involvement? 

LexReception answers the phones for us as needed. They’re available 24/7. We can easily turn their service on and off, such as if the whole firm goes out for lunch. I turn on the answering service when I leave for the day. 

Onboarding was super easy because they handled everything from start to finish. They had scripts and a general template. I worked with them to customize it to our needs. I let them know what kind of information we want to relay to potential customers, as well as what kind of information we want to gather. We also tailored scripts for someone who’s calling about a major injury or wrongful death. We let them know that those are the cases that we want to talk to immediately.

LexReception forwards those calls to my cell phone. If they can't get me, then they forward it to the next person on their list to make a warm transfer. For other calls, they take a message and it's transcribed as a text and as an email and sent straight to us. 

What is the team composition? 

I have one primary point of contact. She did the sale and got us set up. She checks in periodically to see how things are going. If I were to have any issues, I can reach out to her. 

How did you come to work with LexReception?

I can’t remember exactly where I found them. It was probably a Google search. I looked at several answering services. I wanted to look at pricing, but more important to me than anything was professionalism and flexibility. I was shocked to find that I was the happiest with LexReception’s platform, and that they have one of the best pricing structures. 

How much have you invested with them? 

We pay $199 a month. They notify us if it looks like we're going to go over our hours for the month and start getting charged per minute. We can choose to move up to the next level just until the end of the month. Then we can drop it right back down the next month with no penalty. They also don't charge for calls that are less than 30 seconds, which tend to be hang-ups and wrong numbers.

What is the status of this engagement? 

Work started about six months ago and the engagement is ongoing.

RESULTS & FEEDBACK

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

We’ve signed multiple cases that originated from calls that came in after hours. In terms of the value, the return on investment is tens of thousands of dollars. If we hadn't had LexReception in place, we probably wouldn't have gotten those cases.

We can call potential clients back immediately because we had someone to answer the phones. I feel certain that we wouldn’t get those cases if we didn’t have LexReception. I've actually had clients comment that the person who answers our phone was really professional. It's been great to have them as a partner.

How did LexReception perform from a project management standpoint?

It’s so easy to get a hold of LexReception with questions or issues. We can go into their online platform, login, and see the calls and transcripts. They let us know how to report an issue or make tweaks. For example, we got a call from a current client after hours. I went in and marked that person as a current client. So the next time they call, LexReception will know to offer them a personalized greeting. 

Another nice thing is that we recently switched to a VoIP phone system. I wanted to make sure that our new phones were compatible with their system. I gave our account lead the name of the VoIP vendor and she did the legwork to ensure compatibility. 

What did you find most impressive about them? 

LexReception does what they say they will, and they do it well. We’ve had zero issues or glitches. Some businesses are so big that you don’t know who to go to if you need support. I don't have to call around to different departments. I have one point person and she's always responsive.

She reaches out on her own and checks in with me. It's really nice not having to monitor or micromanage them. I don’t have to worry because I can trust that they're doing a good job. It honestly blows my mind how easy it is to work with LexReception. 

Are there any areas they could improve? 

No, I wouldn't change a thing. If there’s ever a problem in the future, I'll let them know and I'm sure they'll work to meet our needs. 

Do you have any advice for potential customers? 

I did a lot of work on the front end. I knew the different types of cases that might come in, and how I wanted each script to read. We went ahead and set up a separate script for various types of incoming calls (e.g., personal injury client, insurance adjustor, etc.). That allows LexReception to quickly identify the type of a caller and bring up the correct script to use. Taking the time to set that up right from the beginning was really helpful.