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Making a Connection During Intake

Reading time:

In this podcast interview on LAWsome, Ruby’s Diana Stepleton and hosts Jake Sanders and Paul Julius, explore the importance of making a friendly connection while gathering critical details during the intake process. A helpful tone and professional manner can go a long way in helping make sure your potential new clients feel heard, taken care of, and invested in your firm.

Tune in for all the helpful details here!

Try Ruby Risk Free

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

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The ultimate guide to live chat.

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The ultimate guide to live chat

Are you meeting your audience where they are, on your website, and providing them with excellent experiences?

In fact, your potential new customers are on your website right this moment. Are you capturing them? Do you have a way to start the conversions while you’re reading this ebook?

80% of customers say the experience a company provides is as valuable as its products and services. Live chat empowers you to provide your customers with excellent experiences, while still having time to sit down and read an ebook.

In our guide you’ll discover:

  • The power of live, online chat
  • The negative impact of chatbots
  • 5 strategies to improve live chat software effectiveness
  • Online live chat agent best practices
  • And more!
  • Download the Ultimate Guide to Live Chat and discover the revenue-generating power of sales-trained chat specialists for your website!

Find out how you can turn your website into a lead generating machine!

Get the guide!

Ruby Content

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Donna Cutting, Founder and CEO of Red Carpet Learning Systems and longtime Ruby customer, was recently a guest on John Jantsch’s Duct Tape Marketing podcast! During their time together, John and Donna discuss the value of giving your customers the “red carpet” treatment and how many business owners get so caught up in trying to generate leads that they forget the most potent source of new business is a whole bunch of very happy customers. Donna shares examples of companies that do it right, and we are proud to say Ruby Receptionists was included for our commitment to empowering every team member to practice WOWism and to create surprisingly delightful moments for our customers.

Tune in to hear the full interview here!

 

Ruby News

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Women in key roles text image
News

Multiple promotions of women leaders at Ruby

Media

Rubys hiring up to 100 new employees

News

Ruby expands into Arizona

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Ruby earns two Stevie awards

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Ruby publishes “The Shifting State of Healthcare”

Announcements

Ruby certified as a Great Place to Work for 5th year

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Ruby achieves 5 years on Oregon’s Most Admired Companies Llist

Media

Adapting to the new business context

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13-years on the 100 Fastest Growing Companies

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How Ruby pivoted during COVID

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Oregon 2019 Philanthropy Awards

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Announcements

Ruby wins 2020 Momentum Award

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Courageous Marketing Leader Awards 2020

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In this article by Grant Polack on MarketingProfs, explore six naming trends that can help your brand and business stand out from the crowd. Trends include compound names (think Netflix, Snapchat) visual names like Apple, Red Bull, or Zipline, or creative domain names that are memorable like SquareUp.com, TrySwell.com and hey – CallRuby.com!

Get the scoop on all six trends here!

Try Ruby Risk Free

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New product update: call-tagging.

Reading time:
Virtual receptionist call-tagging

Prioritize Your Communications & Track Your Leads

As business owners, you often share with us that you have competing priorities and your time is one of your most precious resources. Ruby is excited to share our new Call-Tagging feature, which provides you with valuable call data insights. This new feature can help you focus your daily efforts on what matters most to you, whether it is contacting leads or following up with current clients.

Receptionists now identify each call with a tag, such as Lead or Current Client, and that information flows into our web and mobile apps, helping you to see the volume of those calls, and find them more easily.

This feature has launched with a small set of tags:

  • Lead
  • Current Client
  • Solicitation
  • Your company calling Ruby
  • Other

We plan to expand the tags as we hear from you on what additional tags would be most useful!

Prioritize Your Communication

The Ruby mobile app now highlights calls that are leads, ensuring you never miss an opportunity. On the dashboard and in the Activity Section, leads will have a visible lead tag. Armed with this insight, you can more easily prioritize which calls need your immediate attention.

Worried that you might have missed an important call from a current client? Head on over to the Activity Section where you can filter your activity by tag, and easily see calls from your current clients that you might have missed. Create a filtered list of just the types of follow-ups you want to focus on—whether that is a lead who left a voicemail, or current clients who left a message—and do that all while you are in your office or on the go!

Track Your Leads

Your dashboard on my.callruby.com now gives you a snapshot of your customer call activity for the last 7 days, helping you to quickly see if that new marketing investment, such as a Facebook ad, is driving new leads to your business.

Using the Activity Section on my.callruby.com, you can filter your activity to see all activity by a specific tag and in a specific period of time. Export your activity and overlay your own information on marketing dates and campaigns for deeper analysis and insight.

Use the “Current Client” tag to filter your activity to just current clients and see how your customer marketing might be driving engagement with your customers. Or use it as a to-do list by selecting the “Lead” tag to prioritize who to call to win business.

Ruby is excited to put more data in your hands to help you grow and run your business, and looks forward to your feedback on this new feature!

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In this high-tech, digital age, 66% of customers report that instant, on-demand engagement is essential to winning (and keeping) their business.

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Your complete guide to the virtual office.

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A complete guide to live receptionists in a virtual office

Do you know how I like to spend a day at the office?

Sipping on a cappuccino at a favorite coffee shop. Preferably, one that’s located sea-side with a view. Or cuddling with my cats, wrapped in blankets, being productive and cozy, while drinking ever more coffee.

Sound dreamy? It sure is.

Sometimes I can do this because I want to, other times I do this because I need to.

And the good news is: working remotely doesn’t come with the constraints you might imagine. The vital person-to-person interactions that keep many businesses alive and thriving are still possible from the comfort of…well, wherever.

Read on to learn the ins and outs of going virtual.

What is a virtual office?

Remember the days of being shackled to a desk by landline and typewriter?

Me neither.

But, what I do remember, is the need to report to the same location to be able to successfully collaborate with my team, and accomplish 90% of my work.

Times have changed.

Now, in all of its on-the-go, work-from-wherever glory, the virtual office is the modern-day business solution to traditional bricks and mortar. According to Wikipedia, a virtual office is:

“The operational domain of any business or organization whose workforce includes a significant proportion of workers using technology to perform their work at home.”

In other words, a virtual office primarily exists in cyberspace i.e., without a designated physical location. Employees can work from virtually (heh) anywhere with an internet connection.

What do I stand to gain with a virtual office?

In addition to your freedom, there are financial gains to be made from going virtual.

The overhead of buying, leasing, and maintaining a physical location can be a daunting expense for many businesses. The virtual office frees up more capital to reinvest in your company.

Then, there’s the flexibility factor. You and your team can work where and when you work best, which translates to less stress, better work, and happier employees.

How much happier? 82% of telecommuters have reported lower stress levels than when traveling to an office. This, coupled with reduced turnover and the ability to broaden your talent pool outside of your geographic location (get the cream of the crop!), puts the virtual office in a favorable light.

So what about accountability?

Great question.

Working remotely requires a particular mindset. You need go-get-’em employees who are motivated and self-directed.

That said, virtual works! In a study by SurePayroll, 86% of respondents say they hit maximum productivity when working alone. Their managers agreed; two-thirds reported workers are more productive than their in-office counterparts.

Not to mention, the promise of working how you want can be a powerful motivator. Equip yourself with the proper tools, and checking in with your team is easy-peasy.

How do I manage a virtual office?

If you’re using productivity or project management apps in your business, you’re already halfway there. These apps will become the lifeblood of your new virtual office.

Video conferencing tools like Zoom make an online meeting super simple. Collaboration tools like Slack offer a space for individuals and whole teams to interact. The faces, voices, and input of your team are always a click away.

Besides the human factor, project management tools like TeamWork, Asana, Trello, or Basecamp keep everyone on the same page, even if they’re on different points of the map.  

Look to sites or apps like Harvest or TimeCamp to generate activity reports and invoices from one location.

If there’s a function you aren’t managing online yet, there’s an app for that. Do some online research, ask around, capitalize on free trials, and get yourself equipped with the right technology mix.

Can virtual receptionists help my virtual office?

Just as there are tools that replace inter-work communication and project management, Ruby is there to help replace the loss of an in-office receptionist.

“But what about our customers? Won’t it be weird for them to engage with us? How do they call us without a desk phone?”

So glad you asked. Let’s talk customer contact.

In addition to video conferencing tools like Skype and Zoom, there are offices you can rent by the hour when you need a place outside of your home office that’s not buzzing with espresso machines.

When it comes to appearing less piecemeal and more official, relying on a virtual receptionist and online chat services can be your best business move.

Enter Ruby.

Our virtual receptionist services + live chat service + your virtual office = Virtual Love.

We are in the business of representing over 10,000 companies—virtually. From our offices (yes, we have physical locations for quality assurance), we establish relationships and a professional appearance for over 10,000 companies nationwide.

So, I suppose you could say it takes one to know one.

How Ruby solves the need for a live receptionist:

  • Present a professional, seamless front. Your callers will likely assume that Ruby’s receptionists work right in your office. We answer the way you want us to, with our highly customizable service designed to fit the unique needs of your business. From 100% live call-answering and transferring, taking messaging, making outbound calls, scheduling and more, you receive all of the skills you’d want from an in-house receptionist, without actually hiring one.
  • One number to rule them all. Still, taking business calls on your personal cell phone? We can help with that. Whether you’re a one-human show or a team of ten, having one central number for your customers to call eliminates potential confusion between both you and your customers, as well as between you and your teammates. Port your local number over to Ruby (or we can give you one), and we’ll handle the rest. You’ll be able to make calls (and text!) on your business number from your cell phone. Same convenience, more privacy, better customer experience!
  • Live chat for your bottom line. We also have a live chat solution for meeting your customers (and prospects) where they are, 24/7. This means that you don’t have to expend your important labor and time on tasks like constantly monitoring the chatbox on your website; you can rest assured we’re on it. People can interact with your business on their terms, while you continue to work on yours.
  • Keep it human. You could opt for phone trees and chat-bots, but there is nothing more frustrating for a customer than having to press “0” until their thumb falls off or meeting a dead-end with a chatbot incapable of answering their nuanced questions. Create a customer service experience that makes you and your business feel accessible to your clients, no matter where you might actually be!

Ruby’s Live Receptionist Services

Whether you’re looking for a better way to run your business or simply needing a little extra wiggle room in how you work, going virtual is probably a lot more viable than you would have expected.

Where would YOU and your business go if there wasn’t an office-located desk holding you back?

Dream big.

Need more information?

Check out our (free) ebook to get the inside scoop.

GET THE GUIDE

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Surviving the iBuy infographic.

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Surviving the iBuy

Discover how real estate agents are differentiating with personalized service in our free infographic: Surviving the iBuy!

In our infographic you’ll discover data around client expectations, agent availability, the cost of missed connections, and how chat and receptionist services can help.

Get the Infographic!

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I’ll let you in on a secret of business communication: speaking in a formal way doesn’t always make you sound professional. 

In fact, dear sirs and madams, one’s thoroughgoing and gratuitous reliance on the utilization of ostensibly pro forma linguistic habits can have the unintended consequence of causing said individual to stultify, obfuscate, and alienate.

See what I mean? Formality can sound dull, stilted, and old-fashioned. It can make you seem robotic—or like you’re overcompensating for a lack of confidence. And ultimately, it can push people away rather than drawing them in. 

But you also can’t talk to every caller the way you’d talk to your best friend. Professional business etiquette—be it over the phone, in person, or via text, chat, or email—is a delicate balance. It requires an awareness of context and a sensitivity to your audience. 

You want to be friendly and make a personal connection. But being too familiar, too fast, can make callers respond like Stephanie Tanner.

For callers, overly casual translates to “rude.”

What does proper business phone etiquette sound like? What does it take to answer in a way that sounds friendly, yet professional? 

It’s easier to answer these questions in the negative. Here are a few things not to say when picking up the phone:

“Hey.”

“Sup?”

“[Name] speaking.”

“Yes?”

“Who’s this?”

“What do you want?”

Notice anything about these kinds of greetings? They’re all abrupt and unhelpful. Not only are they startling to the person on the other end, but they fail to provide any useful information for anchoring the conversation. The most we’re getting is a name—nothing about what the answering party can do for the person calling.

The key to effective and professional business communication—or any form of communication, for that matter—is to focus on the other person. Make them smile. Make them feel comfortable. Listen to them. Serve their needs. Treat them how you’d want to be treated.

Of course, this is easier said than, well, said. Etiquette doesn’t come naturally for everyone, and calls don’t always arrive at opportune moments. You may be busy, tired, stressed out, or flustered when the phone rings. You might panic and start overthinking. 

Four tips for keeping business communication friendly and helpful.

Don’t worry—if you’ve ever engaged in a conversation with a stranger, you know how to do this. The next time you get a call, pause, take a deep breath, and remember these four tips:

1. Enunciate and use standard grammar. This goes for every medium your company uses to communicate with customers, from phone calls to email to social media. It can be tempting to respond quickly with a “thx! ur awesome!”—especially when you only have 280 characters to work with. Spelling out words completely and correctly and using proper punctuation is worth the extra time; your customers will appreciate the extra care and, more importantly, the clarity.

2. Stay positive. Expressive phrasing can make a huge difference in the tone of the conversation. “Absolutely!” and “Certainly!” sound much more enthusiastic than “Yeah” and “Sure.” You’re glad to have their business—don’t be afraid to show it.

3. Offer assistance. Keep on the lookout for additional ways to help. If you’re unable to do something, propose a different solution. “Let me…,” “I’d be happy to…” and “I’ll gladly…” are just a few effective solution starters.

4. When in doubt, think of Grandma. Here’s a fun and useful mental exercise: think about what it would sound like if you added “Grandma” to the end of your sentences. “I can’t do that, Grandma.” “What do you want now, Grandma?” Yikes! Just writing it makes me want to call my grandmother and apologize.
Balancing formality and a casual attitude can be challenging, but remember: it’s all about your customers. Your job is to make them feel comfortable and create a connection. After all, people do business with people they like. Plus, if you can delight your callers, you might just find yourself starting to enjoy talking on the phone.

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Are you meeting your customers where they are? Your potential customers are already on your website, learning about your business. It’s time to start converting them with integrated live chat, staffed by US-based professionals.

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One of the biggest and most consistent complaints about contractors is that they don’t answer the phone! Missed calls are missed opportunities. Discover how Ruby’s live virtual receptionist service helps small construction companies grow!

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Faces of Marketing

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Jill Nelson on the Faces of Marketing Podcast

Get a behind-the-scenes look at the making of Ruby on the Faces of Marketing Podcast with host Ryan Buchanan and Ruby’s CEO and founder, Jill Nelson! This innovative podcast explores the lives and stories of marketing and creative professionals. Tune in and listen to Jill share her influences, childhood, and career before the birth of Ruby!

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Now you can expand Ruby’s fantastic service to your website. We’re excited to share that Ruby has acquired ProfessionalChats, adding live chat to our service offering!

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Booking Business: How to Balance Marketing & Client Retention

Try Ruby Risk Free

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

Call Ruby Sign Up
Sales Support
Legal_Final

The Secret to Successful Law Firms

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

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