Ruby

BACKGROUND

Introduce your business and what you do there.

I’m an attorney and solo practitioner. I have my own litigation firm in California.

OPPORTUNITY / CHALLENGE

What challenges were you trying to address with Ruby Receptionists?

I wanted to get a virtual receptionist. I had been paying for an office suite that included a reception service, but it was low quality.

SOLUTION

What was the scope of their involvement?

They take calls and forward them to me. We have an email system where they can send me messages and voicemails. 

What is the team composition?

I don’t have one specific point of contact. The company is relatively large, so there are a number of employees answering my calls. 

How much have you invested in them?

I spend a little less than $300 per month. 

What is the status of this engagement?

We’ve been working together for 6–7 years, and our relationship is ongoing. 

RESULTS & FEEDBACK

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

It’s nice to have a live answering service, especially because many solo practitioners have an automated answering service. Having a real person answering my calls is more professional. 

How did Ruby Receptionists perform from a project management standpoint?

When I need to speak with someone, I email them. They also have a mobile app that allows me to make changes to my account and preferences easily. 

What did you find most impressive about them?

The value of having a live answering service is tremendous. 

Are there any areas they could improve?

No, there’s nothing I can think of. They run a tight ship. 

BACKGROUND

Please describe your company and your position there.

Tyra Law Firm, LLC, provides estate planning, family law, and personal injury legal services. I am the founder and solo practitioner.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Ruby Receptionists?

We hired Ruby Receptionists to manage our daily telephone operations.

What were your goals for this project?

We wanted to ensure that all callers were greeted professionally and personally by dedicated personnel I could trust to deliver the quality of service I expect from my firm.  

SOLUTION

How did you select this vendor?

I met with them personally to explain my needs. Their solution package addressed everything and more.

Describe the project in detail.

They are our first responders and the outward face of our law firm, connecting us to potential clients trying to reach us. If I am not available, they offer to take a message or forward the caller to my voicemail. I then receive notification of the call via text message, email, and through my mobile phone application. By porting my business line phone number and using their mobile phone application, I am able to protect my private number without having to sacrifice functionality.

What was the team composition?

The team is composed of very qualified and professional receptionists who display the utmost courtesy to my callers. 

RESULTS & FEEDBACK

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

Ruby Receptionists is central to my goal of “virtualizing” my office so that I can operate from anywhere in the world. They go above and beyond to be helpful. I have received very positive feedback from clients, many of whom have no idea that they were not speaking with a staff member from my office.

How effective was the workflow between your team and theirs?

I work seamlessly with my Ruby Receptionists. With each call transfer, I am greeted with a pleasant voice and an enthusiastic "employee.” 

What did you find most impressive about this company?

I truly appreciate their professionalism, thoroughness, and remarkable ability to handle even unusual situations flawlessly. 

Are there any areas for improvement?

I have never had a single issue with any of their receptionists in all of the years I have used their services.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you use to handle these needs in-house?

I'm not really sure why we use them but it helps.

How many inbound calls did your company handle every day?

76% or so, and others were scams, which is annoying.

What challenge were you trying to address with the service provider?

We wanted to become a better company by using their services.

SOLUTION

What was the scope of the service provider's involvement?

They provide very good call quality and very good customer support.

Could you describe the pricing structure and how they billed you?

The pricing structure is good.

How did you come to work with this service provider?

I was searching for something to help the company and came across Ruby Receptionists.

How would you assess the service provider for answering calls, customer service, and communication?

They are great.

How much time and money does this service provider save you each month?

They save us $1,000 or $2,000 per month, it's quite inexpensive.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

It was a nice experience.

What are the service provider's strengths?

They offer good call quality and customer service.

What areas can the service provider improve?

I'm not sure.

How long has your company been working with this service provider?

We started in December 2011.

How much money do you spend annually with this service provider?

The cost averages $1,000,000 to $9,999,999.