Join Ruby at the Clio Cloud Conference!

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Cloud Conference

Have you registered for the Clio Cloud Conference? Hosted by the wonderful folks at Clio, these two days will be jam-packed with engaging keynotes, helpful workshops, and interactive sessions on technology in modern law firms. GM Diana Stepleton will be representing the Ruby crew, so stop on by and say hello!

The conference is filling up fast — it’s already 90% sold out! Register by August 15th with the code rubyinthecloud and get 25% off your registration!

We’ll see you in Chicago!

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up

Why Do Attorneys Love Ruby?

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Virtual Receptionists for Attorneys

Ruby® Receptionists is your remote legal receptionist service. We’ve been called “awesome,” “the nicest and happiest people that you will talk to,” “top-notch in every way,” and “the most amazing thing in the world.”

Close to 45% of our clients are solo or small firm attorneys — most of whom were referred by a friend. So why do lawyers love Ruby?

Ruby makes lawyers look good.

We hire the best and the brightest receptionists. As one client put it, “Ruby is the gold standard.” Incredibly friendly, ultra professional, we hit it out of the park with your callers and make a great first impression for your firm.

You can take calls when you want them, wherever you want them.

Are you often in court? In meetings with clients? Would you like to occasionally work from home? Ruby’s legal answering service can transfer your calls to you on your cell phone, home phone, or any number you like.

Prioritize your calls (i.e., “Try my cell phone for judges”), and, like a virtual tap on your receptionist’s shoulder, simply update your status from your iPhone or Android to change your preferences on-the-fly.

You’ll have peace of mind.

Set aside time to concentrate on drafting a brief, without worrying if you’re missing a potential new client’s call. Ruby is happy to engage with new clients, perform basic intake, and make them feel invested in your firm.

In short, with Ruby’s virtual receptionist service for attorneys, your callers will receive an exceptional customer experience, and you’ll be able to focus on providing clients your very best work. Case closed!

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I’m writing to you from beautiful Denver, Colorado, at WealthCounsel’s Planning for the Generations Symposium! I’ve already met a few of our wonderful clients attending the conference and am looking forward to getting to know other wonderful folks.

If you’re attending, please stop by Booth #39 and say hello!

Happy Ruby clients
Happy Ruby clients, clockwise from top left: Michael Smith and Cory Lancaster, Paul Mason, Sheryl Dennis, and Marion Keyes

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Can you believe 2013 is more than half over? If the beginning of the year feels like it flew by, you’re not imagining it! In a decade as virtual receptionists for a host of small businesses, we’ve compiled years of call data, and have noticed some tried-and-true patterns.

When is your phone most likely to ring?

At the beginning of the year. After a significant lull around the Thanksgiving and Christmas holidays, folks get right down to business at the beginning of the new year. The first weekday in January typically has the highest spike in call volume all year!

The graph below shows the average amount of time that Ruby clients spent on the phone in 2012: 2012 Call Volume

The beginning of the month. Just as folks are raring to go in January, people tend to get an extra burst of steam at the beginning of each month. People typically make more calls at the beginning of each month, with phone calls diminishing from there. 

The beginning of the week. As for weekdays, Mondays are by far the busiest with a steady decline in calls as the week goes on.

Below is the average call volume distribution for our clients, taken from a typical week in March of this year:

Typical Week's Call Volume

The only exception being…

The day after a holiday. Labor Day, Veteran’s Day, Memorial Day, Presidents’ Day — the day following a bank holiday is sure to keep your phone ringing!

Do these trends hold true for your business? Do you notice that you pick up the phone towards the beginning of the week more than on Fridays? We’d love to hear your comments!

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Virtual Receptionist Whitney S and Sales Associate Brittany Marten
Brittany Marten (right) and Virtual Receptionist Whitney S

Employee empowerment can be a strong force in business. We’ve seen it happen! Providing every employee with the tools to innovate has led to countless staples of the Ruby culture and our customer experience: Our Wow Station, book club, quarterly incentive campaigns, and the Ruby Spelling Alphabet all started out as one employee’s dream.

The Ruby Spelling Alphabet came from Brittany Marten, a receptionist who has since become a member of our fabulous Sales team. She had been using the traditional spelling alphabet (“A as in Alpha”) but felt it didn’t fit the experience we aim to give our callers and clients. She saw an opportunity for innovation and took it! She explains,

I was chatting with my cube mate about verifying spelling, and I mentioned how much more fun it would be to have a Ruby-fied Spelling Alphabet. ‘I as in Ice cream,’ for example. She loved it, so I took the idea to our next Open Meeting, and everyone else loved it, too!

Each quarter, we hold an Open Meeting, a place where people from every department come together and  breathe life into new ideas. Anyone can submit a topic, and everyone is eligible to attend. At this particular meeting, we decided that the best way to create a Ruby Spelling Alphabet would be to involve as many people as we could: Crowdsourcing or “Ruby-sourcing,” if you will.

We posted a challenge on Opal, our internal social networking site, and asked the team to help us come up with a brand-new spelling alphabet from scratch. The brainstorming session was a huge success, giving us tons of fun, upbeat words to go with each letter of the alphabet. From there we narrowed it down to the best 26, and voilà!

The new alphabet is now part of our training, and we’ve been hearing some truly fantastic feedback from callers and clients. It was an easy change to make, but one with great results. The experience has proven, once again, that all innovation needs is someone with a great idea and a place to share it.

How do you empower your employees? Share your pearls of wisdom in the comments section below!

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I

Does your “away from your desk” auto-reply impress your customers, coworkers, and vendors?

When you’re away from the office or have limited access to email, an email auto-reply can help keep colleagues and clients in-the-know about your schedule—and set reasonable expectations for your reply. Think of it as yet another touchpoint that can anticipate your clients’ needs and leave a good impression. Wondering what to include in an auto-reply, away from desk message?

These basics will keep your email correspondents happy and informed, even when you can’t reply right away:

  • Pleasantries! Tone is uber-important in an auto-responder — you want your recipients to know that although you can’t craft a personal message at the moment, you still care. Start with a friendly, non-specific greeting like “Hello!” and include a warm closing that emphasizes your eagerness to catch up when you can (“I look forward to getting in touch with you soon!”).
  • Include a timeframe. Don’t leave your correspondents in limbo — let them know when you’ll be writing (or calling) back. If you know you’ll likely be swamped when you return to your in-box, factor a bit of a buffer into your reply timeframe. If you’re back Tuesday, for example, you might say you’ll be happy to get in touch Thursday. Replying a little earlier than expected is always better than keeping correspondents waiting.
  • Provide a back-up plan. Is there someone who can help your correspondents while you’re out? Including that person’s contact information will put your autoreply recipients at ease, even if they don’t use it. Everyone likes to know they’re taken care of! If you don’t have a back-up buddy, consider including emergency contact information, or giving those who have it the okay to use it (“If you need anything urgently, please don’t hesitate to call my cell phone.”)

Altogether, an example auto-reply might look a little something like this:

Hello!

Thank you for your email. I am out of the office, returning Wednesday, July 22nd. If you need anything in my absence, feel free to email Kevin at hello@callruby.com. Otherwise, I look forward to responding to your email when I return!

Best regards,

Katie Wilson

And remember: When you’re back to business as usual, be sure your auto reply is no longer active. You may be able to create a schedule for your autoresponder ahead of time, but if not, create a  “turn off autoresponder” reminder for yourself as part of the setup process. Then, you’ll be set for a carefree time away from your desk!

 Want to ensure your calls get answered when you’re gone? A virtual receptionist can help!

Learn More About a Virtual Receptionist Service

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There are endless ways a company can build wonderful, lasting impressions with their customers, and no detail is too small to overlook. When an employee has a friendly elevator chat with a client, or a new customer receives their first invoice, they have a valuable opportunity to make a great impression. By infusing your brand into every touchpoint that your company makes with customers, you can Create Experiences at every turn. One simple and easy way to do this over the phone is to use a customized spelling alphabet when verifying information.
You’re probably familiar with the NATO spelling alphabet.  A as in Alpha, B as in Bravo? That’s the one! It’s a trusty old system that carries a feeling of utilitarianism, and for the military, it’s perfect! However, most companies would like to provide a warmer, more personal customer experience.

That’s why a branded spelling alphabet is perfect for confirming the spelling of names, companies, addresses, or any other bits of information you’d like to spell correctly! When using the Ruby Spelling Alphabet, a conversation might go something like this:

You: May I have your name?

Caller: Certainly! It’s John.

You:  Is that John with an H? J as in Joy, O as in Outstanding, H as in Happy, and N as in Naturally?

Caller: Yes, that’s right.

You: Wonderful! Thank you, John!

With a simple spelling verification, you’ll send a message about who you are and the experience you hope to give callers. Suddenly, a routine spelling verification stands out as unique and memorable! Here are just a few of the comments we’ve received so far:

“You’re the most positive person ever!”  

“I like your style.”

“I hope you do that with every call! That was the most exciting spelling confirmation I’ve experienced!”

Download the Ruby Spelling Alphabet or create your own using words specific to your company philosophy and values. Watch out for similar sounding words when designing your alphabet. A caller might hear B as in Beach, when you ask, “Is that P as in Peach?” No matter what, callers will love your fresh take!

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Small business customer service

Have you ever gone to get your mail and were delighted to find an unexpected package? Fulfilling an unexpressed need and hearing clients say: “WOW, how did you know??” is a phrase you will never get tired of hearing.

As we shared yesterday, exceptional customer service is more than being helpful — it’s about real, meaningful connections. But how do you make these surprises easy and sustainable for your team? Build a “WOW Station!

Follow these easy steps to achieve your own WOW Station:

  • Homebase. Designate an area in your office where you have the supplies you would need to send a personal gift or card. We keep our “WOW Station” in the break room — a central, high-traffic area that makes wow-ing convenient and top-of-mind.
  • Inspiration. Hang thank-you cards that you receive from clients and share stories of what your team has sent to spark ideas and celebrate connections.
  • Tools. Have pens and notecards available. Craft supplies like rubber stamps and tissue paper (in your brand’s colors) are always fun to jazz up a package.
  • Packing Supplies. Boxes, envelopes, and postage stamps put the finishing touches on your gift or card before you drop it in the mail.
  • Gift Cards. Don’t have room to keep a stockpile of gifts? That’s ok! Keep a gift card to a local store on-hand or create a prepaid Amazon account that you can use to find the perfect gift and make someone’s day.

Once you have sent your first WOW gift, you’ll ask yourself, “Why haven’t I done this before?” It’s an easy and efficient way to let your clients know that you care about them and are thankful for their business!

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Customer Service Tips
Photo courtesy of Tonya Coles

When you think about customer service, you probably think about responding promptly and thoroughly to questions, delivering work on time, and being friendly as you do so. But truly exceptional service – which clients tell their friends about – is about more than simply being efficient and helpful. To get to the top of the customer experience pyramid, reach your clients on a personal level.

Opportunities are everywhere! Birthdays and holidays are clear occasions to send a card and are easy to plan for in advance. To make an even greater impression, show your listening skills by recognizing:

New Additions to the Family

Welcoming a new baby into the world is an exciting time! Congratulate your client on their growing family with a surprise gift or note signed by your office. At Ruby, we like to send a custom onesie:

Adorable Vine courtesy of Jeff Parker

Colds

Did your client have to reschedule their appointment because they’re feeling under the weather? Add a quick note to your confirmation email wishing them well. Bonus: Send them a care package in the mail to aid their recovery!

Landmark Achievements

Make your clients’ successes, your successes! If your client mentions they just won a big case, signed the closing papers on their new house, or their son or daughter graduated from college, send them a celebratory gift or record a personalized Vsnap.

A thoughtful card or gift shows you’ve listened carefully, and your clients will feel more confident that you’ve applied the same level of detail to their account. Not only that, but these small tokens strengthen your bond of trust and help cement a lasting business relationship!

How do you recognize and celebrate your clients? Tweet us @callruby and tell us about it!

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Sales Support
Legal_Final

The Secret to Successful Law Firms

The inside scoop on Clio’s latest legal trends report.

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10 Questions to Ask a Virtual Reception Provider

Ask the right questions and rate virtual reception services with our handy guide and scorecard!

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the canceled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner. Some restrictions may apply.