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Are we the chocolate to your shake? The ketchup to your fries? Try Ruby Risk Free! Ruby’s friendly, US-based receptionists and chat specialists are trained to greet your clients and represent your business the same way that you would! Start creating meaningful connections with more clients today.

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The current 24/7, online review culture means that attention spans are often short, while expectations are higher than ever. Though responding quickly to existing and potential attorney clients is vital, responding well directly shapes client perception, retention, and likelihood of referring others. 

“Clients are in a world now of instant responses and instant information and they want real information before they even hire.” – Maria Shinn, Shinn Law Firm

Who doesn’t love services like streaming television, Lyft, DoorDash, GrubHub and the like? But on-demand services create an expectation for all industries to increase availability and responsiveness. CLIO reports that 45% of legal clients expect a response within 24 hours, 24% within a few hours, and 10% within 1 hour.

“People call you after they’ve had an accident of some sort and if you don’t answer the phone, or if you don’t give them a sense that you’re going to return their calls very quickly, they’re going to move on to one of the plethora of attorneys competing for your business.” – Neil Tyra, The Tyra Law Group

But speed isn’t enough. The quality and tone of information and response plays a key role in client retention and decision making. Statistics in that same CLIO report show that 64% of clients make decisions based on the affability of a lawyer, as well as their tone. At the same time, 66% of consumers say that instant, on-demand engagement is a critical decision making factor for purchase. Generating timely, meaningful responses is paramount for a growing bottom line.

“Our clients should feel comfortable communicating with us frequently. They come back to us months, even years later to ask us questions and advice… We run our firm like a business. In today’s day and age, I think businesses have to be responsive to customers, even lawyers. Lawyers, doctors, everybody.” – Somita Basu, Norton Basu

Clients report that clarity and usable information from legal representatives can be hard to come by. 62% of clients didn’t receive any indication about what to do next and 61% report not receiving information they could understand. At the same time, 42% of clients report that if they like the first lawyer they speak to, they won’t speak to any others. This means being on your communication game can make all the difference toward securing new clients, retaining existing ones, and increasing billable hours.

“As a small business owner, having Ruby answer my calls live has been the best thing for my business. They provide excellent service, the app works really well, and their communication is spot on. They are dedicated to your clients having the best experience possible.” – John Chang, Patinelli & Chang

While many attorneys are naturally gifted at first impression communications and always leading with patience and empathy, competing business needs can leave anyone feeling pulled in several directions and off their communication game from time to time. Add in busy schedules and the need to maximize billable hours and suddenly picking up the phone every time it rings can feel like an impossibility.

That’s where Ruby comes in. Our business is your business. We represent you in a warm and polished way by employing tone and language specifically tailored to your practice. Our receptionists are trained to utilize empathy and understanding with callers who might be going through stressful and remarkable experiences, such as legal clients. 

Download our Attorney ebook to learn more about how Ruby is the top client ambassador for attorneys.

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Here at Ruby, it’s fair to say we’re obsessed with company culture. From our Space Kitten Pizza Parties (you read that right) to our massive annual kick-off meetings to the methods we use in getting to really know who our customers are, when it comes to creating and maintaining our culture, we go all out. 

The work it takes to cultivate a community of employees eager to enrich and engage with our culture is often very fun, and always rewarding. We get to feel good here, and while that is a success in and of itself, we learned a long time ago that company culture fuels success.  

We’ve experienced it firsthand, and we can see it elsewhere. Look at any of the world’s top-performing organizations—they’ve flourished from a foundation of strong company culture. 

But what makes a company’s culture great? What can other organizations, including small businesses, learn from others who have, well, cracked the code?

Danny Coyle’s The Culture Code, the latest book featured in Ruby Reads, got me thinking about all this. True to its title, The Culture Code offers insightful—and often surprising—answers to the questions above. 

Coyle spent four years studying exceptionally successful groups and comparing their characteristics to less successful groups, wondering: “Why do certain groups add up to be greater than the sum of their parts, while others add up to be less?” 

Coyle’s subjects range from big to small, from Pixar Animation Studios to a band of bank robbers. 

He finds that each successful group has three critical elements in place: 

  1. Safety—people feel safe and comfortable speaking up and voicing their opinions, even if it means potential conflict.
  2. Vulnerability—people are willing to share their deeply-held doubts, fears, and insecurities; to ask for help when they need it.
  3. Purpose—people know what they’re doing and, more importantly, why they’re doing it.

Each of these themes is worth their own blog post, which is why I decided to break this book review of sorts into a three-part series. The Culture Code is so chock-full of valuable information, it seemed like a disservice to our readers to stuff everything into a single article.

Let’s go in reverse order, starting with purpose.

What is purpose? 

Purpose is the reason you made the bold decision to start your own business. It’s the thing—a physical object or an idea, vision, dream—you’re most passionate about.

A purpose doesn’t need to be incredibly specific, but it should serve as your North Star—an inspirational motive that supports everything you do. 

Let’s use Ruby’s purpose as an example. Some people would say our purpose is to answer the phone and respond to live chat for small businesses. That’s not quite right. Answering the phone and engaging in chat are services we provide. Our purpose is to cultivate great relationships, from first impressions to lasting loyalty. To help small businesses thrive in a hundred different little ways. To make meaningful connections. 

How do you build purpose?

Having a mission statement is one thing, following through on that mission is another matter entirely. You need to determine not only what your purpose is, but how you build, achieve, and maintain it. 

Coyle offers the following tips:

Take a moment to sit down and write your purpose. Think about your purpose and put it into words. You may find that it’s easy to articulate your purpose, or more difficult than you first imagined. Perhaps you’ll need to revise it several times, try out different phrasing, or come up with several options and pick your favorite.

Collect feedback. Treat your purpose like a theory. Ask your team or people familiar with your business to test it, improve it, and build on it. When you invite your employees to engage with your purpose, they’ll take ownership of it and run with it in ways you may have never imagined. Perhaps they’ll unearth important elements you hadn’t considered, or articulate it in a way that gives it an entirely new meaning.

Support your purpose with values. Your purpose needs to be linked to everything you do. It’s essential to come up with a set of Core Values, which connect your overall mission to real-world priorities, projects, and actions. Core Values give life and specificity to the purpose, and reinforce it over time. This isn’t a “set it and forget it” situation. Incorporating your Core Values into your every-day hustle and using them as guides in your decision-making process will keep you aligned with your purpose, and ultimately reinforce your company culture. 

How we do it here at Ruby. 

At Ruby, we take purpose seriously—it’s baked into our daily working habits, employee interactions, and external communications. Just like Danny Meyer and his restaurants, which The Culture Code profiles in-depth, we’ve established a set of Core Values that support our purpose:

  1. Foster happiness. We foster happiness internally, which empowers and fuels us to foster happiness externally. Happy people are infectious!
  2. Create community. We endeavor to create a sense of community at every opportunity. We consider ourselves a family—and our customers an extension of our family.
  3. Innovate. We hold ourselves accountable for creating an environment for both Rubys and our customers to share their ideas, aspirations, and goals. Everyone in our organization has the power to instigate real change in how we do what we do. The best ideas with the biggest impact have often come from our receptionists.
  4. Grow. There are so many ways to engage in growth! Grow your business, grow your skills, grow your team, expand your perspective. The world is not static, and we believe change is a good thing.
  5. Practice WOWism. This is a major one. For those unfamiliar, WOWism is a Ruby term coined by our founder, Jill Nelson. We practice WOWism in ways big and small. Sometimes, it’s surprising someone with an unexpected gift or bit of above-and-beyond service. We’ll give directions before someone asks, send a blanket and herbal tea to someone who’s sick, we aim to fulfill unexpressed needs in a way that leaves someone wonderfully surprised—enough to make them say, “Wow!”

Our Core Values are unique to Ruby and incredibly specific to our purpose. We go the extra mile to make sure that we’re doing what we can to generate a positive effect in the lives of one another, in the lives of our customers, and in the lives of our customers’ customers. We call it the Ruby Ripple effect, and it’s the kind of work that rallies our people around a greater purpose. Practicing WOWism is so much more than answering a phone or responding to a chat—we’re building a meaningful network while helping entrepreneurs actualize their big, small business dreams.

Note that these Core Values are meant to be challenged. We encourage every Ruby to push the boundaries and establish new and better ways of delivering on our values. This is what it means to Grow! As our Rubys change and our customers change, our values remain intact–enabling our company to evolve in tandem with our community. (After all, this is part of what it means to Grow.) As our Rubys change, as our customers change, as the company changes, our values remain intact—but they evolve in tandem with our community. 

If I can offer one last piece of advice, I urge every business owner out there to celebrate your purpose, to acknowledge when your people are living and breathing your company’s Core Values. Every quarter, Rubys nominate one another for our Core Value in Action awards. We share the winning “WOW” stories throughout our offices—literally framing and hanging the stories in our breakrooms. These actions give us a reason to keep going and pushing ourselves to be better than we were yesterday. 

Establishing your purpose can be the first step in catapulting your business to new heights. 

But purpose doesn’t mean much if people aren’t ready to be honest and open with one another. In the next article, I’ll explore the second pillar in The Culture Code—the role of vulnerability in organizational culture. 

In the meantime, if you haven’t already, be sure to join Ruby Reads, our monthly book club for small business owners. We’ve got some exciting plans in the works and cannot wait to share them with you! 

Sincerely, 

Kate

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Grow your local business online.

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Ruby Receptionists and Vivial

Competition for your customer’s attention is fierce. 

That’s why Ruby is partnering with Vivial—a fully integrated online, social, and mobile solution for small businesses—to explore the tools and steps you need to capture their attention and win their business.

In our free webinar, we’ll discuss how Vivial helps connect local consumers to local businesses whenever, and wherever they might be looking online. And, while Vivial is driving business to your doorstep, Ruby’s live virtual receptionists and chat specialists help you optimize that marketing spend by turning those prospects into happy customers and brand advocates.

Tune into our free webinar to see how Ruby and Vivial work together to win you business and boost your bottom line!

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The holi-daze is over and the 2020 ramp-up is in full swing. It’s been busy at Ruby, and when our offices are buzzing, that means yours probably are, too. The good news? Thousands of small business owners across the country are leaning into the hustle and riding a wave of momentum with the help of Ruby’s live virtual receptionists. 

We’re on the front lines, turning callers into customers, empowering the entrepreneurs we serve to:

  • Look their best. Did you know the average customer forms their first impression of a business within 7 seconds? When a real, live, friendly person is creating a stellar first impression, your business becomes more attractive to both your prospective clients and your current clients. No busy signals, no confusing auto-attendants…just award-winning Rubys, making every moment of every call count.
  • Never miss a call. Missed calls are missed opportunities, but when you’re balancing all that it takes to run your business, there isn’t always time to answer a ringing phone. That’s where Ruby comes in, answering 100% of calls live Monday through Friday, 5am-9pm, and 6am-6pm on the weekends. We’re never sick, late, or on vacation. We help you grow your business, one happy caller at a time. 
  • Work anywhere. Where do you like to work? Taking the kids to the coast this weekend? Or maybe you just want to buckle down and work from home? We can make that happen. Ruby transfers incoming calls to you live, wherever you’d like. Need all calls to come into your cell phone? No problem. Did you decide that you need to go into the office, after all? Great! We can transfer calls there, instead. Maybe you don’t want to take any calls at all… we’ve got your back. We don’t want to brag, but we are expert-level message-takers. 
  • Focus on what you do best. You didn’t start a business to be on the phone all day. Luckily, we did! We can answer basic questions about your business, make outbound calls on your behalf, gather new client intake, and more…for the moments when you’d like a little extra time to concentrate. You’ll get notifications immediately via email or text message, giving you the ability to drop everything and make a call, if and when you need to. 

Our proof is your bottom line.

Wondering what difference virtual receptionists can make for your business? Calculate your ROI and see!

CALCULATE

We know the beginning of the year can be a little hectic, and we’d be delighted to lend a hand.

Give us a call at 866-611-7829 to see for yourself how Ruby’s virtual receptionists make callers feel. Or, skip right to the good stuff and get started today!

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While legal firms can be as diverse as the lawyers who founded them, when it comes to size, location, specialty, and more, nearly all share a common goal — the desire for growth. 

So how can law practices ensure growth by increasing their revenues and expanding their client bases?

We answer this question in our recorded webinar by looking at: 

  • The state of the legal industry
  • Expectations of today’s legal clients
  • Three focus areas that deliver consistent growth
  • Tips for maximizing efficiency to increase revenue
  • Ways to increase conversions and expand your client base
  • How to retain existing clients and turn them into referrals
  • Ruby is 24/7/365 for virtual receptionist and live chat

Watch Now!

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Virtual Receptionist Benefits

What are the benefits of a virtual receptionist? 

Why do businesses use virtual receptionist services?

Could a virtual receptionist service help you grow your business?

If you’ve been pondering questions like these, you’ve come to the right place. Whether you’re new to the concept of virtual receptionist services or are wondering how a virtual receptionist can drive results for your business, here’s what you need to know.

What is a virtual receptionist service?

A virtual receptionist is someone external to your business who answers phone calls on your behalf. 

A virtual receptionist is a lot like a traditional receptionist—the administrative person typically located at an organization’s front desk—with the main difference being their location. Unlike an on-site employee, a virtual receptionist works remotely, and for multiple companies. This gives businesses greater flexibility: trained, high-quality customer service professionals are available when needed, on-demand. And the business is only paying for the time they spend on the phone!

This allows businesses to ensure calls are answered when they can’t afford a full-time receptionist or it frees up their front desk receptionist to take breaks or focus on other tasks!

Ruby's Live Receptionists

In addition to simply answering phones, many virtual receptionist services can also…

  • handle inquiries from customers, clients, and prospects
  • answer frequently asked questions
  • transfer calls
  • collect caller information
  • help callers schedule appointments
  • make outbound calls
  • respond to website visitors through a live chat window

…and (much) more.

The benefits of a virtual receptionist for your business and your customers.

Nobody likes a robot. Virtual receptionist services provide your business with real, live receptionists and numerous benefits! Here are just a few of the reasons to use a virtual receptionist solution:

High-quality customer service.

When you use a virtual receptionist solution, you tap into a network of dedicated, trained customer service agents ready to delight your customers, clients, and prospects. There’s no need to spend time and money on in-house training—virtual receptionists are already equipped with the tools and skills they need. Plus, you have the freedom to tailor your service with personalized greetings, custom call-handling instructions, and FAQs.

At the end of the day, your customers get to know what they need to know—and they have a great experience with your business—all without any extra effort from you!

Get the guide.

Get everything you need to know about how a virtual receptionist service works and the benefits in our guide!

DOWNLOAD

Many virtual receptionist platforms (including ours) offer services in more than one language, so you can connect, for instance, with English and Spanish speakers—una necesidad in today’s bilingual society. As demand for bilingual talent (PDF) increases, finding an in-house receptionist with fluency in both languages can be challenging and expensive.

A consistent experience across channels.

Don’t limit your outstanding customer experience to a single channel. Some of the leading virtual receptionist services, such as Ruby, provide both phone and chat support. This means a customer, client, or prospect will receive the same professional, personalized attention whether they call your business or communicate via your website.

Customers, clients, and prospects always communicate with real people.

A virtual receptionist is a human being—not a chatbot, interactive voice response (IVR) system, or answering machine. This distinction can make all the difference for your business. Despite countless organizations’ reliance on automated customer service technologies, such solutions have proven largely ineffective and irrelevant, not to mention intensely frustrating for customers

Your callers and website visitors expect to speak to a real person. One of the key benefits of a virtual receptionist is the human-to-human connection it provides—without the cost of one or more full-time employees.

Serious cost savings.

Hiring an on-site receptionist can be expensive, especially for a small business. Depending on your region and market, a receptionist’s annual salary can range from about $25,000 to $40,000. In some industries, where receptionists need to possess specialized skills or fluency in multiple languages, salaries can reach six figures.

For a fraction of the cost, you can make use of a service that provides the same support and expertise, but only when you need it—including off-hours and weekends. Whether they’re replacing or supplementing your in-house receptionist function, virtual receptionists bring significant savings and flexibility to your business.

You can spend more of your time on what matters.

You and your employees probably have better things to do than answering the phone. Every minute spent talking to customers or clients is a minute you have used to actually address those individuals’ concerns—i.e. improving a product or service. Reclaim precious time in your day by outsourcing your calls and chats

At Ruby, we’ve made it our mission to empower businesses and create connections with virtual receptionist services. Our team members have helped tens of thousands of organizations deliver better customer experiences, stand out in the marketplace, connect with prospects, and maximize the bottom line. 

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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?

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 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.