Client Spotlight: Conroy Consults

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Karin ConroyWe were excited to chat with Karin Conroy, owner of Conroy Consults, a marketing firm for lawyers and law firms that specializes in website design and development. Ruby has been her full-time receptionist for six months!

What makes a great lawyer website?

Good question! It would be so much easier if there were one simple answer. Typically, a great site needs to have a balance between strong messaging and visuals, plus great technology so it functions well and can be found.

Why do first impressions matter for legal practices?

All small businesses need to consider their first impressions, especially law firms. For law firms, their potential clients are often facing very personal or difficult situations and really need to feel as though someone cares and can solve their problem. These are all things that are accomplished through subtlety like tone and body language. Now most people make their first impression either online or over the phone.

What is your favorite part of your job?

I have an amazing balance between work and life. I’m able to work anywhere in the world (literally) so we travel often. We’re able to spend time with our family during typical “office hours.”

What is the biggest change you’ve seen in your business since hiring Ruby?

People don’t feel like I’m hard to get ahold of, even though I rarely take their calls (less than before). They often comment that they “talked to someone in my office.” I work out of my house, so it makes it appear as though my business is much larger. People respond with a higher level of respect for my time rather than thinking I’m a one-person firm whom they can call anytime.

What do callers think of your receptionist?

I get positive comments nearly every week and have referred many of my clients, only after they’ve asked where I found such a great service.

Thanks to Karin for catching up with us! If you’d like to learn more about Karin’s marketing firm, feel welcome to visit Conroy Consults’ website here.

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Ways to verify information

Verifying a caller’s name and contact information can be tricky, especially when you’re trying to sound friendly and familiar. We suggest skipping verification when possible, but when 100% accuracy is a must, here are some tips for gathering info gracefully:

Take a guess. Are you familiar with the caller’s name? Take a crack at spelling it.

Is that Smith, S-M-I-T-H?

Even if you’re off by a few letters, you’ll offer a jumping-off point.

It’s spelled with a Y, actually: S-M-Y-T-H.

If you’re unfamiliar with the caller’s name and not comfortable taking a guess, start with a polite question like, “Would you mind spelling that for me?” Then, spell the name back to the caller for confirmation. Lots of letters sound alike, so when confirming spelling, use a spelling alphabet to clarify:

Is that “T” as in “Terrific”?

Use caller ID. If the caller’s name matches the name shown on caller ID, try prompting the caller with the spelling shown there. Caller ID isn’t always correct, so don’t use it as a replacement for verification, but it can be a great tool for verifying spelling.

Refer to past messages. If the person called earlier and you’re able to look up their message, you have an opportunity to confirm information easily and make a great impression:

Hi Susan! I see that you called yesterday. Is 503-445-6900 still the best number to reach you?

Handling hesitation. When a caller hesitates, try politely explaining your reason for verifying information:

May I jot down your number, just so she has it handy?

Would you mind if I take down your name and number for quick reference?

Joe will be referencing your account in our custom software, so I want to make sure I’ve spelled your name correctly. That way, he’ll be able to easily find your account and get you the quickest reply!

I’ve been asked to verify spelling before transferring calls, and I’d hate to pass along your information incorrectly. Would you mind spelling your last name for me?

Speaking of verifying information, Ruby’s live virtual receptionists are the call-handling experts!

Discover how they do it in the Ultimate Guide to Virtual Receptionists!

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As a RingCentral customer, you already enjoy the benefits of a cloud-based phone system. Did you know adding a virtual receptionist, like Ruby, can set you apart from the competition and take your business to the next level?

67% of customers reported hanging up in frustration when they could not reach a real person. By adding Ruby to your RingCentral service, you ensure each call is answered live by a friendly and professional receptionist. Ruby serves as your customer experience team, making callers feel special and giving them the extra incentive to send you their business, instead of to a competitor.

Ruby Receptionists and Ring Central
  • We greet each caller warmly with a greeting customized for your business.
  • We screen, announce and transfer callers based on your instructions.
  • Our receptionists answer basic questions about your business, so you can focus on addressing their specific needs.
  • We handle lost or confused callers with care, directing them to the appropriate contact.
RC-Call-Flow

3 Ways Ruby Connects:

  1. Transfer: Receive your calls on any phone, anywhere. Our app lets you update your status on the fly!
  2. Voicemail: All voicemails handled through Ruby will also be sent to you via email as a .wav file, so you’re in the know, no matter where you go.
  3. Take a Message: We send the details via email, text message, or both!

Ready to get started? Sign up for Ruby today!

Have additional questions? Give us a call at 866-611-7829!

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Legal_Final

The Secret to Successful Law Firms

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

Already a Ruby customer?

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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 cancelled 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.