Engage Your Customers
How Ruby Works
The Ruby Difference
The Ruby Ecosystem
The Ruby Story
66% of consumers say instant, on-demand engagement is a critical decision-making factor when purchasing new goods or services.
Customer expectations are evolving. In today’s on-demand economy, customers want quick answers, personalized service, and to be able to connect in the way they prefer. Right now, someone is looking for your service or product, and if they don’t see an easy way to connect, they’ll move on.
Engaging your customers is critical to the survival of your business, but so is having the time to serve your customers. Investing in your customers’ experiences ensures whoever engages with your business feels heard, secure, and eager to share their positive experiences with others—but you may not be able to deliver that experience every time.
At Ruby, we provide small businesses with the services, products, and analytics they need to manage customer interactions and deliver exceptional experiences in an increasingly digital world. Our customer engagement solution authentically connects with website visitors and callers—capturing more opportunities and providing that critical human touch that builds trust in your business.
Business hours are shifting—days are getting longer making it nearly impossible for a small business owner to get a break and still be “on” for every call. Anyone can answer a phone—but there’s a difference between an answering service and consistently engaging with customers on every call, 24/7. We extensively train our virtual receptionists in empathetic service and are 100% focused on going above and beyond for every caller.
We say hello to your caller with a customized greeting. “Thank you for calling ABC Company, how may I help you today?”
Based on your customized call-handling instructions, we either forward the call to you, take a message, or send the caller to voicemail.
When the call is complete, the receptionist sends an email, text, or app notification with the caller’s message and any relevant details.
We can engage your callers in other ways including answering FAQs, scheduling appointments and completing short intake forms.
Download our Ultimate Guide to Virtual Receptionists for the full scoop!
Cloud-based technology has redefined the office and made it possible to work from anywhere. Hours are shifting, and customer interactions are expanding into the evenings and weekends. There’s a blurring of home and work that can be both empowering and overwhelming.
Staying connected doesn’t have to mean being available 24/7, nor should it. Whether you’re repairing a sink, heading to court, or balancing personal needs, our mobile app lets you control your availability while staying on top of your communication.
the Ruby app.the Ruby app.Send calls to Ruby, straight to you, or any other number you choose with Call Forwarding. Have us hold calls with one tap, or set Ruby as backup—we’ll answer only if you don’t.
Update receptionists on your preferred call answering instructions with the status function, sync your day’s schedule with your call handling using Ruby’s calendar integration, and provide messages you’d like relayed to your callers.
Read receptionist messages and voicemail transcriptions, set follow-up reminders, and track usage and call volume throughout the month.
Show your business number as your caller ID when you make calls from the app, send and receive text messages, and keep your personal number private.
Work from anywhere, never miss an opportunity, and make a great impression.
Get more details on how to put the power of the app right into the palm of your hand.
A ringing phone is an easy indicator of how often prospective and current customers are reaching out, but what about those customer interactions you can’t hear? Every day, potential customers are visiting your website, seeking a solution to their problem. These customers expect quick answers, and 42% won’t bother picking up the phone.
Websites have become the virtual front door, and website chat the equivalent of your greeter. Ruby’s chat specialists deliver the same empathetic and human service as our receptionists while also qualifying potential new customers.
You can select whether a chat prompt automatically displays and/or if visitors can select the ‘Chat’ option. We can then customize the greeting based on the page.
Our live chat specialists gather the visitor’s name and other necessary details throughout the conversation.
Based on the customer’s needs, we can answer FAQs, provide scheduling info, as well as address objections.
Quickly gain insights into your customer’s needs by accessing chat transcripts through your Ruby Dashboard.
Are you looking to dive deeper into the details of our virtual reception and chat services? Our frequently asked questions cover everything from transferring or obtaining phone numbers and billing to our HIPAA compliance and bilingual service.
At the heart of everything we do is a promise to treat every call and chat as an opportunity to make a lasting, positive impression.
Rubys are a happy bunch, and we thrive on making others happy. Any interaction, however brief, is a chance to make a positive impression for our customers, so we put care into each detail, from the words we choose to our tone of voice. We believe happiness has a ripple effect: treat people with kindness, and they’re likely to pass it on. And that approach builds loyalty and helps businesses grow.
We’re about more than answering phones and chats—we’re about creating amazing experiences. We take every opportunity to anticipate needs and provide solutions before we’re asked. Nothing gives us a bigger kick than surprising and delighting our customers and their callers. We consider “fine” a four-letter word. Our goal is “WOW!”
When our customers win, we win. We understand what an honor it is for customers to trust us to represent their business, and we’re privileged to create positive first impressions with their callers and website visitors. We enjoy sharing our culture with customers, as well as hearing about their successes. Our customers view us as part of their team, and we view them as part of ours. We’re in this together.
We believe smart technology has the power to enrich personal connections, so improving and refining our service is a constant pursuit. If there’s a way to better the lives of our customers and help their businesses prosper, we’ll find it. Our innovation is fueled by the ideas, dreams, and goals of everyone on our team—customers and coworkers alike.
Change inspires us and learning is a lifelong passion. We adapt, transform, and are energized by what lies ahead for our customers and ourselves. We’re risk-takers at heart, and each decision makes us wiser. In every choice we make, we’re driven by a desire to help our customers, callers, and coworkers flourish.
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Ruby is about doing something because it’s the right thing to do, not the thing we have to do. We’re about doing something because it’ll make someone’s day that much better. We do these little things because they add up. They multiply. They expand exponentially. We do these things to brighten someone’s day. We do these things to remind our customers that we have their back. We do them all with heart.
What we do gets to feel a little less like work because of the people we serve. As a Ruby Coach Briana Hernandez once put it, “Someone has a huge dream, they turn it into a business, and they invite us to be a part of that. That’s really special.”
“Frankly, I love your company. As much as you extend the compassion and optimism I try to provide my clients, I’ve also learned even more about the value of good customer service from all of you. BTW – the federal court clerk told me earlier that whoever answered my phone was fantastic. You give off the aloha spirit that we are so proud of in this state, even if you are not here.”
Small businesses are the backbone of the U.S. economy, and it takes a village to ensure they’re supported. Ruby works with many associations, and partners to help you run your business efficiently while building relationships with your customers.
Systems are never more powerful than when all the gears are turning together. We currently integrate with several complementary technologies in the legal industry to share data so you can avoid duplicate data entry!
Community is one of the most important aspects of building a successful business—having colleagues with whom to commiserate and access to resources otherwise out of reach. By partnering with Ruby, your members receive not only a team dedicated to engaging their customers, but exclusive offers to a range of services focused on helping their business grow.
In 2003, Ruby started as a small business dedicated to helping other small businesses. We built our business on the belief that creating meaningful human connections in our technology-focused world builds trust, fosters customer loyalty, and helps our customers win new business.
Ruby’s humble beginnings shape every aspect of how we run our business and deliver our services. Our small business history helps us understand the needs of our customers.
What was once a small, four-person business answering phones in a tiny studio has flourished into what we are today. Our customers inspire us every day, and we share in the joy of their success.
Ruby’s leadership team brings together small business expertise and years of experience in delivering operational excellence. Not to mention robust backgrounds in technology with a dedicated focus on customer experience.
At Ruby, we believe that a WOW-worthy customer experience begins with the employee experience. We value creating an inclusive workplace that celebrates what each Ruby’s unique personality and passions add to our people-powered culture. Find your next adventure at Ruby to build not only a career, but a community dedicated to helping you and our small business customers grow.
Call and talk to a live Virtual Receptionist. Hear why 10,000+ companies Ruby.
As the first CEO to take over Ruby’s leadership from its founder, Kate had some big shoes to fill. Jill Nelson, thank you for an amazing 17 years!
Kate comes to Ruby with 25 years of experience in the technology sector, having successfully guided both small and large businesses through various stages of growth and wearing just about every c-level hat. As a small business leader herself, Kate fell in love with Ruby’s purpose-driven mission to help small businesses survive and thrive through real human connections.
With small businesses at the heart of our economy and core to the foundation of our local communities, Kate knows that Ruby’s mission is more important than ever. She seeks to empower Rubys by providing them with superpowered technology, helping them create stellar first impressions, build trust, and foster long-term relationships between our customers and the people they serve—in countless ways, big and small.
Equally committed to Ruby’s culture, Kate believes that the best organizations are decentralized, with passionate leaders working together in company-wide collaboration driven by a holistic sense of pride and ownership. In other words, Kate doesn’t think of Ruby as her company — it’s everybody’s company. You have her word that Ruby will continue to discover new ways to help small business owners pursue their purpose.
Stephanie has always been a people person. Which is a good thing, considering she now oversees the hundreds of people that make up our Services, Customer Success, People Operations and IT teams … essentially, the teams that deliver our best in class service and support, and the teams that support a Ruby along their employee journey.
Throughout her career, Stephanie has served in executive roles in customer success, business operations and people leadership, with a proven track record for driving growth and development for successful start-up companies. Part of what drew Stephanie to Ruby was it’s distinctive people-first operating philosophy: engaged and empowered employees are more likely to deliver a customer experience that makes a difference to the tens of thousands of small businesses utilizing Ruby’s products and services. It is Stephanie’s passion and personal mission to make sure Ruby never wavers from its signature people-centric approach as she continues to implement new practices and programs to help the business grow and scale.
A born-and-bred New Yorker, Stephanie and her family have made their way west from Washington D.C., and now happily call the Pacific Northwest home.
Jace is not your average accounting focused CFO. He’s an analytical-minded creative with a penchant for business intelligence and an eye toward the future — not the next step, the next two steps.
While spreadsheets and KPIs are part of the job, for Jace, they are only as good as the story they tell. That’s why his first order of business when joining Ruby was building a business intelligence team and data machine that delivers real-time insights, empowering Ruby to do more for its small-business customers while investing into technology and scaling the employee culture that drives the main quality differentiator of the legendary Ruby service.
Having started his career at Intel through several strategic Finance positions, he then pivoted to lead finance at a flash sales retail start-up that had to reinvent its marketing tactics and merchandise assortment on a daily basis, all through leveraging data analytics. Jace knows a thing or two about growing a human-powered tech company. And as he seeks new ways to expand what Ruby can do for small business, Jace uses his metrics to ensure Ruby decisions are not just driven by the data — but driven by the heart.
Rebecca is an expert in building and leading teams through unparalleled growth. She has spent her career leading sales and marketing teams, building go-to-market strategies, launching new products and scaling businesses across functional, business and geographic boundaries. Rebecca leads with a human-first approach and has been loyal to small businesses since working for an independent optometrist in high school. Naturally, Ruby was a perfect fit – for a number of reasons from the culture, to the values, and the mission to help small businesses survive and thrive.
As the head of Ruby’s Revenue Team, Rebecca is responsible for creating awareness around Ruby’s unique offerings and their intrinsic value for small businesses. Through partnerships with relevant business associations, Rebecca not only builds deep connections with the small business communities Ruby serves, she continually looks for new ways to address their challenges, meet their needs and help them be successful at every stage of their business journey.
Rebecca’s passion for driving success and giving back extends into her off-hours as well. In addition to her philanthropic work for the American Cancer Society and supporting several local charities in her hometown, she recently co-founded and launched a Chicago-based non-profit called Building Up, a professional community of women for women dedicated to building each other up through mentoring, education, knowledge sharing and giving.
When it comes to leveraging technology to drive business innovation, Roger is a jack-of-all-trades and master of…well, all of them. His previous experience as CTO at two tech-driven companies had him overseeing internal development, networking architecture, business intelligence, and countless other areas related to network and system security.
However, Roger’s true passion isn’t in the development of programs—but of people. He’s seen firsthand how digital tools can be used to power and elevate human connections, which is why he’s on a mission to continually improve the efficiency and effectiveness of Ruby’s people and systems in order to better help our customers. To Roger, the combination of people and industry-leading technology is almost indistinguishable from magic.
Modern devices and conveniences haven’t always been part of Roger’s life: the midwestern farmhouse he grew up in didn’t have running water until he was 7, and he learned self-resiliency and independence working on the farm. Nowadays, he lives just outside of downtown Portland (now with access to water and modern conveniences) and enjoys woodworking in his spare time.
We’re often told that the customer is always right—but never that they’re always “happy” or “thriving.” Wendy wants to change that, which is why she’s spent her career building teams and products that meet and exceed the needs of small business customers.
That experience serving the SMB community is what drew her to Ruby, where she now leads multiple teams dedicated to the ongoing success of our customers. She found that many others out there claim to be “customer-centric” but fail to back it up. With Ruby, she knows we don’t just talk the talk (although we are experts at that!)—we also walk the walk.
Originally from the Midwest, Wendy started her career in NYC and worked her way to Oregon, where she and her husband (and very large dog Larry) continue to explore the city’s unique physical and cultural landscape by taking hikes and enjoying live music.
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.
