We get this question often, and I’m happy to say: Absolutely!

With Ruby, we’ll assign you a unique toll-free phone number. (You’re welcome to publish this number, but you certainly don’t have to!) Many of our clients simply forward their current phone number. Once your line is forwarded, our cheerful receptionists will begin answering your calls. It’s as simple as that!

You can also customize the time that Ruby answers your calls. Virtual receptionists are happy to answer:

As your (more than) full-time receptionist.

Forward your line once, and forget it! Ruby is available 24/7, 365 days a year and is never sick, late, or on vacation.

In combination with someone in your office.

If you’d like the opportunity to answer calls yourself or have an employee who can answer part of the time, simply forward your line whenever you’d like Ruby to handle your calls, and un-forward when you’d like calls to ring in your office.

Alternatively, you may like to set up delayed call forwarding. Calls will ring a couple times in your office; if no one’s available, a friendly, professional virtual receptionist will take it from there!

The right fit for you! 

Figuring out what call forwarding set up is ideal for you, your business, and your customers isn’t always easy or intuitive. The good news? We’re here to help! Ruby has assisted thousands of small businesses across the U.S. in setting up their service. 

Curious to learn more?

Give us a call at 866-611-7829 today! 

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Here we grow again! We are so excited to have Rebecca Grimes joining Ruby as Chief Marketing Officer, leading our marketing and sales teams. With more than 20 years of experience in B2B SaaS-based technology companies, Rebecca is an expert in building and leading teams through unparalleled growth.

“Rebecca’s experience both in building and optimizing go-to-market strategies for technology and services companies will be instrumental as we continue to deliver value to our 10,000+ customers and identify growth markets for our products and services,” said Ruby CEO, Kate Winkler. “Her leadership and values mirror the foundational mission and values at Ruby, and she has a proven track record of experience needed to drive this next chapter of growth.”

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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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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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Strategies for growing your legal practice.

We live in an age of high expectations for client communications paired with schedules that only get busier. How can law practices ensure growth by increasing their revenue and expanding their client base?

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Let’s make business human again.

Last year, 49% of buyers found the home they purchased online and only 31% found their home through an agent. 

So how do real estate agents reverse this trend, exhibit their value, and impress clients?

Tune into our recorded webinar to learn:

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What is live chat?

What is live chat

Live chat is a powerful communication tool. It allows a company’s website visitors to talk to company representatives in real time. 

That’s what live chat is, but what does live chat mean

It means business opportunity.

Any business looking to grow should consider using a live chat service. In fact, live chat might be the most important sales and customer service channel today. 

Why? Because it’s often faster, more convenient, and more accessible than any other channel, including phone calls, email, and social media interactions. As a result, live chat tends to lead to extraordinarily high rates of conversion and customer satisfaction. 

Did you know, for instance, that live chat is 4.6 times more likely than other channels to convert website visitors into customers?

Best of all, live chat can be dead-simple and cost-effective to set up.

Continue reading to learn…

  • how live chat works
  • 5 live chat benefits
  • the differences between different kinds of live chat services
  • how much live chat services cost
  • and more!

How does live chat work?

If you’ve ever visited a website and happened upon a pop-up box encouraging you to “chat now,” you’ve seen live chat in action. You may have even initiated a chat and received an answer or service you were looking for. Many people regularly use live chat do things like modify orders, book doctor’s appointments, notify their banks of travel plans, and so forth.

On the customer side, live chat is simple. The process is as intuitive as it gets.

  1. A visitor sees a live chat window.
  2. The visitor types something.
  3. The visitor receives a response.
  4. The conversation continues from there.

Through live chat, a website visitor can accomplish pretty much anything they could by calling, emailing, or direct-messaging the company. That includes…

  • learning about products, services, and features
  • getting questions answered
  • booking appointments
  • connecting to a salesperson or other individual or department
  • resolving issues
  • troubleshooting
  • sharing feedback

The list goes on. It can all happen directly on a company’s website, in seconds and (depending on the service used) around the clock: 24 hours a day, seven days a week, 52 weeks a year.

Behind the scenes, there’s a person or an automated program—commonly known as a chatbot—responding to the visitor’s query. That person (if it is a person) may be an employee of the company, but frequently they’re a third-party agent. Think of them as a virtual receptionist with a keyboard instead of a headset. Indeed, many virtual receptionist services also provide live chat.

Ultimate chat guide.

Find out how you can turn your website into a lead generating machine in our ultimate guide!

DOWNLOAD

What are the business benefits of live chat?

The primary reason to consider using live chat is your customers. 

Approximately 42% of all customers prefer chat over other communication channels. Of customers who use chat, 73% report satisfaction with their experiences—the highest level of all customer service channels. 

Plus, chat is poised to continue growing in popularity as generations shift, and over half (53%) of all millennials and Gen Zers prefer to use chat. That’s more than twice the number of baby boomers (24%) who prefer it.

Chat is also a powerful differentiator and competitive advantage. Despite the clear and growing popularity of chat, only 14% of companies use it. 

(By the way, the stats on this page come from our Ultimate Guide to Live Chat)

Beyond the immediate advantages, businesses that use chat gain numerous benefits. With live chat, you can…

  1. Meet demand around the clock. Over 80% of customers expect a response within an hour. That expectation doesn’t end after 5pm. 
  2. Extend the capabilities of your team. You don’t need to increase headcount to provide 24/7 live chat support. Chat service providers can meet this need without unnecessary stress, costs, workforce and security risks, and HR paperwork.
  3. Maximize lead generation. Live chat specialists can be trained by experts in your company’s field, making them capable of handling the types of qualifying questions necessary to generate real leads. Chat specialists are proven to generate more leads than other tools and strategies. 
  4. Overcome sales objections. As business-to-consumer communication has shifted away from face-to-face interactions and into the digital world, companies have lost the ability to overcome objections. More than a third (35%) of salespeople say overcoming price objections is one of the biggest challenges to any customer relationship. Live chat gives you the chance to address customers’ specific concerns in real time.
  5. Gather better data about your customers. Live chat specialists are able to form relationships with customers from the moment the chat begins—before your company even needs to request information. Specialists can be trained to gather specific data, answer questions throughout the process, and clarify any misunderstandings that may occur.

It all adds up to increased customer satisfaction, increased revenue, and a maximum business opportunity—at a minimum overhead cost.

Who uses live chat?

Myriad organizations and departments use live chat to connect with website visitors when those visitors are most receptive.

Retailers use live chat to resolve customer service issues and answer questions about orders and products.

Banks and financial companies use live chat to help clients quickly access account services.

Medical offices, law firms, and other professional service firms use live chat to help website visitors schedule meetings and appointments.

Sales and marketing teams use live chat to generate interest and turn prospects into customers.

UI and UX designers use live chat to collect feedback about design decisions and improve the customer journey.

Companies of all shapes and sizes use live chat to…

  • onboard new clients and customers
  • learn more about the people visiting their websites
  • invite visitors to take advantage of exclusive deals
  • answer questions and guide visitors to the information they’re looking for
  • offer help and services on demand

What types of live chat services exist?

To implement live chat, all a business has to do is hire a chat provider, perform some very basic initial setup, and then let the chat window do the work.

That said, not every live chat service is the same, or offers the same features and benefits. Different kinds of solutions exist for different industries and business needs. 

Generally speaking, live chat services fall into two categories:

  1. Human-powered chat solutions leverage teams of customer service professionals. Real people respond to each chat. They may be located anywhere, and they may or may not follow a script, but they’re genuine human beings sitting in front of a screen and communicating with website visitors in the present moment. Live, two-way conversations are happening.
  2. Automated chat solutions remove the human being on the company’s end. A chatbot handles the exchange instead. If it’s programmed with artificial intelligence (AI), the bot may be able to perform some basic customer service functions. Otherwise, it’s essentially a self-service machine for the person initiating the chat. The conversation is one-way and uses little, if any, information about the chatter and chat context.

Which service is right for your business?

For virtually every business, the right chat service is a human-powered one staffed by trained professionals fluent in the primary language of the customers or clients the business serves.

Chatbots are almost never a good idea outside of use in websites with extremely high traffic rates and little need to engage visitors live. AI can’t replace human interactions—it just isn’t there yet. Automated solutions frequently fail to deliver satisfactory customer experiences outside of meeting the most basic needs.

More importantly, customers don’t like chatbots. A majority (73%) of consumers prefer live chat to automated systems. Roughly two out of three say chatbots are only “somewhat effective” or “not effective at all” in resolving their issues.

When consumers have negative experiences with a chatbot, 73% will never interact with the chatbot again. And 61% find negative chatbot experiences exponentially more frustrating than poor human-to-human customer service interactions.

What humans can do that chatbots can’t:

  • Create personal connections with customers
  • Incentivize potential buyers to provide contact information
  • Engage in friendly, non-scripted conversations
  • Understand context and proactively solve problems
  • Facilitate live call transfers to your sales team
  • Represent your business and brand professionally

Language barriers aren’t just a challenge for bots—they can be a challenge for live agents as well when companies offshore their chat services. International labor certainly offers cost efficiencies over domestic workers, but many agents working in offices overseas only have adequate knowledge of the language your customers speak. A lack of fluency creates gaps in the understanding of colloquial phrasing, sarcasm, and other small details essential to building relationships. It’s difficult for a non-fluent speaker to effectively communicate the nuances of brand identity and apply them to a real-time conversation with a customer.

Language barriers can also cause lag. Offshore specialists may need to pause to carefully read and translate customers’ chats. Even when specialists can respond quickly, they’re frequently overworked, as low-cost chat providers compel staff to handle multiple clients at one time, resulting in errors and delays. Outsourced live chat is a recipe for loss of quality and brand inconsistency.

What fluent chat specialists offer that offshore labor can’t:

  • Native-level language fluency
  • Cultural lens and context
  • Focused time and support
  • Customized and specialized service
  • Enhanced quality and satisfaction
  • Increased security and privacy

Think twice before going DIY.

You may be wondering if you can implement live chat yourself, without the help of a third party. The answer is yes, it is possible to use plugins to add and manage chat on your site—but be careful and consider the following:

  • There’s a great deal of technical knowledge involved in installing and configuring chat on your own. If you’re not an experienced coder, you could break your site or cause errors.
  • A representative of your company will need to always be on-call to accept chats 24/7, or for the duration of your open hours. If you take too long to respond, you risk turning visitors away—they’ll assume you’re too busy or disorganized to take their business.
  • You’ll need to be able to type quickly and communicate professionally. There’s no room for errors, typos, or misunderstandings. A chat box staffed by someone ill-prepared to communicate is worse than no chat box at all.

Live chat solutions with Ruby.

Trusted by more than 10,000 small businesses to deliver an exceptional customer experience, Ruby offers live, virtual receptionist and chat services, provided by professional, US-based agents.

On average, Ruby customers experience…

  • 20%+ boost in new business leads
  • 10 hours+ of distraction-free time gained back per month
  • 10%+ increase in customer happiness

Want to learn more? Download our guide for the full scoop!

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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.