A Customer Success Manager's approach to working remotely.

Reading time:

As a Customer Success Manager at Ruby, I’m lucky to have the unique opportunity to speak to hundreds of you, our dedicated business owners and operators, every single week. Each conversation allows me to peer into your day to-day-processes, to deep dive into your dreams for your company, and to collaborate with you on just how to get there. Without a doubt, that’s my favorite part of the gig. I really love learning about my customers. If there is one commonality I’ve found in every interaction I’ve had recently, it’s that no one expected to be working remotely for an extended period of time this year. Including me!

Now that this is our current reality, I’m realizing that I really hit the jackpot at Ruby (like I haven’t realized that before, ha!). Not only did our leadership and IT teams quickly and efficiently move our entire workforce to their remote stations in just 11 days, but I am equipped with a suite of features within our own technology that allows me to stay flexible and adapt as I navigate this new work-from-home world we all find ourselves in. Want to hear the coolest part? You have all these features in the palm of your hand too.

Ruby Mobile App

I use our mobile app just as fervently as many of you do! There are a ton of game-changing features, but I want to focus on the four that have become crucial tools for my WFH success.

Choose Your Caller ID: I may love my customers, but not enough to hand out my personal cell number. Enter Ruby’s Choose Your Caller ID feature! I can make calls or send texts from my Ruby-hosted number to keep personal information private. The best part is, when folks return my call to the number I’ve used, they’ll reach a live, friendly receptionist saying, “Thank you for calling Ruby. You’ve reached the office of Glynn Dickens.”—keeping my professional appearance alive, because I am definitely not sitting at my kitchen table in my slippers right now.

Call Forwarding: Working remotely may have freed up time that was previously spent on other tasks (So long, commute!) or there may be communication that is best delivered by a familiar voice to your clientele. Fielding your incoming calls on an as-needed basis is a good way to keep a finger on the pulse of your customer base, while maintaining your sharp service skills. You can easily forward and un-forward your Ruby-hosted business number with the tap of a finger! Specifically, our delayed call forwarding feature allows Ruby to answer whenever you can’t, so long as your phone is on and you do not manually decline the call. Set calls to ring to a number of your choice, then roll over to Ruby—so you always have the option of answering first.

Status Updates: The best thing I’ve done, for my sanity, is update my Status each time I take a break. It can be difficult to separate work and home since they’re one and the same right now, so giving yourself time away from the hustle, at least mentally, is important! Whether I’m eating lunch or taking a walk around the block, I set my temporary call-handling preferences to “not taking calls” for the 15 minutes or half-hour I’m away, so I can refresh and recharge. Of course, I also change my Status for virtual team meetings and other projects so receptionists know when and where I want to take calls, who I would like to receive calls from, and for what timeframe. It’s like tapping a receptionist on the shoulder and saying, “Not right now, Ruby!”

Call Activity & Message Details: The only “child” in my house is my four-year-old Tortoiseshell cat, but I imagine that a ton of our customers are juggling work and childcare right now. Hats off to you! When you need to step away or tend to other matters, you have a call and message log right there with you so you’re always in the loop. Tap on any call/message record to get the full scoop on who called and why. (Pro tip: You can even choose “Call” from the record and use Choose Your Caller ID to connect with them without ever going back to your desk.)

I am a Customer Success Manager. I didn’t stumble into this field by accident, I chose it because I see something in all of you—something I admire. I am humbled by business owners’ passionate determination and I fundamentally believe in your ability to triumph over adversity. I truly want you to succeed! I know Ruby can help you do just that.

Be well and stay safe, everyone!

Additional reads you may find interesting...

View All
Needs-based selling: woman using laptop in well-lit office next to large window.
Small Business Tips

Needs-based selling 101

Closeup image of a business owner texting message from smart phone in cafe
Small Business Tips

Why you should be texting from your business number—and how to get started

Title card: Craig Rashkis, Farwell Rashkis LLP, Ruby customer feature series
Customer Feature

Ruby customer feature: Craig Rashkis, Falwell Rashkis LLP

What you can do to support Hispanic and Latinx-owned businesses

Wall clock nearing 8:00 on pink background

Using virtual receptionists for full-time answering

How to end a phone call: person holding phone
Receptionist Tips

How to end a phone call

Virtual receptionist sitting at desk

Virtual receptionist pricing 101

Professional sitting at desk on computer, working on a law firm's website
Legal Practice Tips

What Google’s Core Web Vitals mean for your law firm’s website

A group of Ruby customers stand together, smiling and talking

Does your business need an answering service?

Screenshot of a YouTube channel's live videos

How to use YouTube Live to engage your clients & audience

Smiling woman standing in a bicycle workshop with a mobile device in her hands
Small Business Tips

3 ways virtual receptionists elevate customer experience (while making your life easier)

Circular cutout of Rebecca Grimes, Ruby's Chief Revenue Officer

A conversation with Ruby’s Chief Revenue Officer, Rebecca Grimes

Woman in yellow sweater working in front of open laptop, sitting in home office interior, drinking coffee
Small Business Tips

Happy customers, efficient businesses: How to supercharge growth with virtual receptionists 

Help wanted sign hung in reflective window
Small Business Tips

Using online presence platforms for recruitment

A man in silhouette looks out over a foggy mountain range
Small Business Tips

How to communicate with employees during times of tension

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

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.


The Secret to Successful Law Firms

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

Phone Thumbnail 2

10 Questions to Ask a Virtual Reception Provider

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