Live virtual receptionist service

Ever wonder what business growth sounds like?

It’s the sound of a phone ringing.

Every day, millions of people call businesses in the hopes of buying products or services, booking appointments, and getting their questions answered and their challenges resolved. Too often, the organization on the other end doesn’t pick up—not because they don’t want to, but because they can’t. They’re busy, unavailable, or unable to provide the personalized service their callers expect.

Smart businesses overcome these limitations by taking advantage of live virtual receptionist services.

Virtual receptionists answer calls on behalf of the organizations they serve. They’re trained, professional human beings available on-demand to represent you and your business over the phone. They do it all—from answering and transferring calls live to taking messages, scheduling appointments, handling FAQs, placing outbound calls on your behalf, and more.

Live virtual receptionist services are the modern evolution of the in-house receptionist function of yesteryear. Cloud computing and advances in telecommunications technology have made it possible for receptionists to handle calls remotely, if and when businesses need them to. This gives organizations like yours greater flexibility in meeting caller demand.

For prospects and customers, meanwhile, live virtual receptionist services are indistinguishable from speaking to someone located at a company’s physical office. 

It’s a win-win for callers and businesses. 

Here are just a few ways live virtual receptionist services fuel business growth:

Get the virtual receptionist guide!

Discover to turn your callers into loyal customers.

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Strengthen your customer service reputation.

Live virtual receptionist services can transform your business into a customer service leader in your region or industry. Survey after survey (PDF) shows the majority of consumers prefer to contact businesses over the phone. 

Those callers hope—and increasingly, expect—to speak with a live, human representative:

  • Roughly 76% of callers will hang up without leaving a voicemail if their call isn’t answered. 
  • Approximately 67% of callers will hang up if they reach an automated system. 

Rather than seeing heightened customer expectations as a challenge, consider this an opportunity to stand out. All you have to do to outperform your competition is pick up the phone. 

Consider the fact that 72% of consumers will share their positive experiences with others. That figure has a direct impact on your bottom line.

  • Did you know that online reviews influence purchase decisions for a whopping 93% of consumers
  • How about the fact that 92% of consumers trust recommendations from people they know over any other form of advertising?

Reduce overhead and supplement existing resources.

Live virtual receptionist services allow you to boost your customer service results and tap into the power of word of mouth—without burdening your business with high, unnecessary expenses.

The average annual salary for an in-house receptionist is $36,000. That doesn’t include benefit packages, training costs, or potential severance. Many business owners, particularly owners of small businesses, can’t justify the costs of hiring, onboarding, and training someone on-site to answer calls full-time. 

Fortunately for those organizations, live virtual receptionist services are available for a fraction of the cost.

Even for businesses who can afford an in-house receptionist, 40 hours a week doesn’t always cut it. Prospects and customers frequently call during non-business hours. Other times, they don’t get through because lines are busy or staff members are on break. 

Virtual receptionists, on the other hand, are available to answer calls before and after the business is open, and as-needed during busy periods.

Best of all, with live virtual receptionist services, there’s no investment you need to make in new hardware or software, no errors or growing pains associated with implementing a new platform in your business. It’s all virtual. The change to your business is minimal or nonexistent. Some services (including ours) will even allow you to keep your existing business number, so you can forward calls to your virtual team with zero friction on the caller’s end. 

Gain more business opportunities—and increase revenue.

The many benefits and flexibilities of live virtual receptionist services add up to more opportunities for your business. Let’s run down the big ones:

  • You’ll maximize your chances to connect with every prospect and customer. We’ve said it before, we’ll say it again: missed calls are missed opportunities. Live virtual receptionists are able to answer most—if not all—calls that come into your business. Virtual receptionists are available when you need them, and are never sick, late, or on vacation.
  • Better customer service means greater customer lifetime value (LTV). At the risk of sounding obvious, customer service has a direct impact on LTV. The better you can serve your callers, the more likely you are to convert and retain them.
  • You’ll learn more about your audience. Live virtual receptionists can collect call data and key details about your customers, and prospects: names, contact information, reasons for reaching out, the best times to follow up, sentiments about the business, and so forth. These insights can inform marketing and sales efforts, reveal gaps in customer experience, shape product and/or service offerings, and more.

(PS – The benefits of virtual receptionist services aren’t limited to phone calls. This can all happen via live chat as well.)

What happens when a live virtual receptionist takes a call?

Virtual receptionists answer calls from US-based offices, greeting callers with a personalized message, e.g.: “Thank you for calling Dr. Smith’s offices—how may I help you today?” 

From there, receptionists route callers according to call handling instructions tailored to fit the unique needs of your business. Specific types of calls can receive their own treatment: a prospect, for example, can be immediately connected to your office while solicitors are offered voicemail. 

In a typical live virtual receptionist service arrangement, a receptionist will…

  1. Greet your callers
  2. Dial your phone line
  3. Offer to connect you with the caller, if you are available
  4. Take a message or offer the caller voicemail, if you are not available
  5. Send you an email, text message, or app notification with your caller’s message or voicemail

The process is up to you. When and how you use virtual receptionists, along with what they say to customers and prospects, are your calls to make. No pun intended.

Live virtual receptionists at Ruby.

Ruby is a proven industry leader in live virtual receptionist services. Every day, thousands of businesses across the US trust us to pick up the phone on their behalf. We take pride in helping our customers grow their businesses. Take it from them:

“Ever since we signed up with Ruby Receptionists we’ve been able to recover 10-15% of our inbound leads and over $1,600 in marketing costs per month. That’s a huge return for our investment with Ruby and we’re just getting started!”

“For five years Ruby’s professional and friendly receptionists have done an amazing job of treating our clients just how we want! Better than anyone I could hire in house and our clients constantly rave about ‘our’ receptionist!”

“Ruby’s extended hours translated into a boom for my business. I did not realize how many potential clients moved on to someone else when they got my after-hours voicemail. Now with Ruby one the line, even if I cannot pick up, many more potential clients are sticking around to become actual clients.”

Discover how our live virtual receptionists can help you grow your business. Try Ruby risk-free with a free 14-day trial. Talk to a friendly Ruby at 866-811-RUBY (7829) or chat with us to get started.

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Ruby Virtual Receptionist App

Looking to break free from your desk—and the limitations of your professional phone? A virtual receptionist app may be just what you’ve been waiting for!

With the Ruby app and our team of live virtual receptionists at your back, the power is in your hands. All you need to run your business is Ruby and a cell phone.

With the swipe of a thumb, you decide when to hold your calls, when you want Ruby to answer for you, and how you want calls forwarded. And that’s just the beginning.

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Virtual receptionist overview

When your callers are calling, are you there to answer?

Our virtual receptionist service will help you win business and build trust from the very first “Hello!” so you don’t lose your callers at the beep.

Get the Ruby receptionist overview to discover how it works, how it helps your business grow, and why your customers will thank you!

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Legal answering service

Lawyers do it all. Between litigation, mediation, advising clients, strategizing about cases, conducting research, negotiating agreements, writing briefs, and staying up-to-date with new laws and regulatory changes, any given day for an attorney resembles a week’s worth of work for anyone else.

That said, lawyers don’t have to do literally everything. Successful attorneys know that some tasks are better left to others. They maximize the value of their time by using attorney answering services.

An answering service allows a lawyer to outsource the time-consuming and often distracting work of screening phone calls, conducting client intake, answering questions, and engaging in ongoing communication with the various parties involved in a legal matter. These services make use of on-demand agents who can respond to clients and prospects via phone and (in some cases) online chat.

By putting trained, professional receptionists on the frontlines of communication, attorney answering services also eliminate much of the friction and frustration attorneys experience when they navigate client relationships alone.

Challenges attorneys face when managing client relationships.

When your time is at a premium and you’re already spread thinner than thin, you can’t afford to personally answer every inquiry that comes into your firm. 

Sometimes, the call or email arrives at an inopportune moment—during a meeting, for instance, or when you’re away from the office or in the middle of a demanding project. Other times, the communication is a waste of billable hours. Perhaps it’s an overly anxious client who likes to micromanage, or a disorganized client asking for the same document for the fifth time.

These sorts of individuals get in the way of not only their own interests, but their legal representatives’ lines of business. Attorneys must balance communication with numerous clients and prospects, all of whom expect responsive, personalized service. Spend all your time managing existing clients and you’ll miss out on opportunities to build your practice. Spend your time chasing new business and you’ll damage client relationships.

Compounding the challenge are clients’ expectations of attorney availability. Many people assume their legal partners will be ready to take calls and emails all hours of the day, and on weekends. A delayed reply or a call sent to voicemail could cause a client to lose trust in their attorney. No response, however, may be preferable to speak with an attorney who seems irritated or overwhelmed.

Technology has pushed the already-heightened pressures of ordinary legal matters into extremes. Clients now expect answers immediately, even when no clear answer exists, even when the better strategy is to wait and see. As one lawyer explained in a recent ALM article, “you’ve got to be responsive without being irresponsible.” 

How does one do that? By taking advantage of an answering service built for attorneys.

The benefits of a legal answering service.

Fortunately for today’s overburdened attorneys, there are a number of answering services out there tailored for the specific challenges legal professionals face.

Virtual receptionists can answer calls on behalf of you or your firm, transfer calls, schedule appointments, take messages, collect information about callers, make outbound calls, and answer basic questions from callers.

Live chat specialists can perform the same tasks for people who visit your website, through an online chat box, engaging in real conversations with web visitors and helping you or your firm capture more leads and convert them into clients.

Legal technology solutions can boost your firm’s client intake, satisfaction, and retention numbers with automated communication, scheduling, relationship management, document management, and finance tools.

Virtual receptionists differ in terms of what they offer. Some services provide just virtual receptionists or live chat capabilities. Others (including Ruby) provide both, as well as integration with legal practice management software (in our case, integration with Clio).

See it in action.

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The benefits of using an attorney call answering service include…

  • Increased response rates: your answering service provider will minimize the number of calls and inquiries you or your firm would miss otherwise.
  • Improved lead count: capture more prospects and collect valuable information about those prospects.
  • Better client experiences: it’s an answering service agent’s job to delight your clients and make sure their needs are met.
  • Better first impressions: WOW your new clients and prospects every time with a service that fosters personal connections.
  • More flexibility: take the calls you want to take, when you want to take them—and let your answering service manage the rest.

Read more in our article: “What Is an Answering Service?”

The important answering service features to look for.

Not all attorney answering services are created equal. When evaluating your options, look for a provider with demonstrable experience in the legal industry, as well as the capabilities and features your practice depends on. 

Ask the following questions about a law firm answering service—every “yes” is a point in the solution’s favor.

  • Is the solution integrated with legal technology and law practice management software?
  • Does it provide both phone service and live chat?
  • Is it powered by live humans rather than bots?
  • Can it provide call forwarding?
  • If it provides live chat, does it log chat transcripts?
  • Can it handle conference calls?
  • Is it optimized for client intake?
  • Can the on-demand receptionists make outbound calls in addition to taking inbound calls?
  • Does it allow for call filtering and prioritization?

Attorney answering services at Ruby.

A law firm receptionist

Ruby offers all of the above features—and more. We can respond to your clients and prospects during and outside of regular business hours, working around your schedule and helping you stay focused. Our team of bilingual (English and Spanish) agents is available when you need us to represent you or firm via phone and chat.

With proven experience in the legal field, state and local bar association discounts, and integrations with Clio, Lexicata, and Rocket Matter, Ruby is a leading choice for attorney answering services.

Curious to learn more? Download The Ultimate Guide to Virtual Receptionists for Attorneys!

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Virtual receptionist guide

Discover how you can turn your callers into customers with virtual receptionists.

By the year 2020, customer experience will be the number one differentiator among brands. Does your business stand apart from the crowd?

Are you losing customers to a phone ringing while you’re too busy to answer?

A virtual receptionist service might just be the tool you’ve been missing. With a team of virtual receptionists at your phones, your customers feel heard, connected to your business, get their questions answered, and you get the opportunity to take a break or focus on the work at hand—without constant interruptions.

Discover the who, what, when, where, and why behind live virtual receptionist services. In the Ultimate Guide you get:

  • The power of exceptional customer experiences
  • An ROI of the phone call worksheet
  • 5 main benefits of live call answering
  • A breakdown of your virtual receptionist options
  • How a virtual receptionist service works
  • And more!

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People use their smartphones for pretty much everything today, including making phone calls to businesses. Usually when they have a question about your products or are ready to buy. Is your website ready to help you with that? Or are you so busy that you haven’t had time to integrate a phone option into your marketing strategy? With a click-to-call option on your website, you’ll encourage that conversation and earn more business from the 65 percent of people who prefer to contact a business by phone. As a small business owner, that phone call could have a significant effect on your bottom line, but only if you’re ready for it.

Why click-to-call

Since nearly half of all global web pages are viewed on mobile devices, click-to-call makes it easier for people to reach out to your small business. Once they’re on your website, they click a link and are connected to you via phone. Maybe they have a simple question about your product or want to buy your product and prefer to do it with a live person. 

Many people use your phone number as a way to decide whether they want to buy from you. If they have to search your site for more than two minutes to find your phone number, 68% of people will move on to someone else. 

Not only are more people calling in general, but they’re also spending a lot of money based on those calls. One study found that 58 percent of people call businesses about a purchase of $100 or more and another 24 percent are calling about a purchase of $500 or more. Those kinds of numbers can have a significant impact on your SMB’s bottom line. But adding click-to-call to your website is just the first step. 

Answering the call(s)

The work doesn’t stop just there. Once you’ve made it easy for people to contact you, it’s time to make sure you’ve got someone available to answer the calls quickly. 

Over half of all callers will stay on hold for five minutes, but not much longer. The reason they’re using the phone is to hear from you faster than if they’d sent an email. If it takes you longer to answer their question than it would if they’d just sent you an email, you’ve got a problem.

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Why it’s important to answer the call

1. Accelerate your customer communications

Speed is a big deal for people online. They want your site to load quickly and they want you to answer the phone quickly too (75 percent of consumers expect businesses to answer within five minutes of an inquiry). 

Offer the option of a callback if you’re not able to answer their call quickly and efficiently. — And then call back. 

2. Raise your sales conversion rates

Speaking on the phone with customers and prospects is also a great way to increase your sales conversions. Chances are, you’ll be speaking to a “ready-to-buy” customer on the phone, so you want to make it as easy as possible for them to do so. Hearing directly from you creates a relationship between you, so they’re more likely to stick with you. In fact, this study found that once customers speak to you on the phone, 80 percent of them are likely to become a repeat customer and 60 percent are likely to spend more money with you in the future. 

3. Offer a personalized experience

Today’s customers expect a personalized experience online, and 88 percent of marketers have seen measurable improvement when they do so. Yet only 42% of American consumers saying they receive personalized messages very rarely or not frequently from business, so clearly there’s room to grow. 

4. Create more relevant marketing

As an SMB owner, you wear many hats and juggle many different tasks every day. One way to improve your marketing is to speak to more customers and prospects. You’ll find out exactly what their challenges are and why they’re considering buying your product or service. You can use these calls as inspiration for marketing campaigns, saving you time and effort, and creating messages that speak directly to people because it’s their own words! 

Whether you’re just thinking about click-to-call now or have already installed it on your website, you know that talking to your customers is important for your small business. It could be just the thing that brings you to that next level. 

You’ll be able to offer a personalized experience to your prospects and customers, increase sales conversions, and get a better handle on what your customers are looking for. And who knows, your business might become so successful with click-to-call that you need to get help answering the phones!  

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*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.