Positive word of mouth is the lifeblood of any small business. Whether they’re taking place online or in person, the attorneys at Florin Gray Bouzas Owens, LLC know that every conversation has the potential to impact their bottom line.
That’s why the firm has made building trust within the community their top priority, gaining them a reputation for generating referrals—even from the attorneys they litigate against.
But this client-first approach isn’t the work of one person. It takes their entire team working together to cultivate personal connections with both new and existing clients.
Rachel Eliassen knows firsthand what it’s like to be on the frontline of client communication. As the firm’s office manager, she handles operations, bookkeeping, and providing the team with the information they need to work as efficiently as possible.
But Rachel is only one person, and juggling all those responsibilities meant that some client calls weren’t receiving the same level of personal attention as others. At the suggestion of a former Ruby customer, she reached out to Ruby for help.
This level of customization proved essential to operations, helping to meet the unique business needs of each practice area, whether it’s employment law, personal injury, or others:
“Ruby knows if a personal injury call comes in to automatically transfer it to a specific attorney. If he doesn’t answer, they [know who] to call next.”
With 71% of Americans reporting messages from businesses never, rarely, or only sometimes feel personal—robotic, stilted communication doesn’t cut it, especially when it comes to website chat.
“People would say ‘thanks, chatbot’ at the end of conversations with our old service,” says Rachel. Little did they know there was an actual human on the other end of the chat.
FGBO knew they needed more from their chat service. Fortunately, Ruby was able to provide the human touch their website needed:
“Not only is it less than half the price of our previous chat service, but customer engagement is at another level,” says Rachel. “Ruby is friendly, they provide explanations during chats, and it feels like they are more than just a chat representative.”
Every conversation—online or over the phone—is a business opportunity. And trusting an outside vendor with these opportunities is never easy. That’s why Rachel and the team at FGBO are glad to have found a partner who places as much value on client relationships as they do:
“With Ruby, it really feels like it’s someone in our law firm that’s communicating with clients. It’s a real person and a real personal conversation.”
Discover why thousands of attorneys trust Ruby to connect with their website visitors.