LEX Reception

BACKGROUND

Introduce your business and what you do there. 

I’m the firm manager of The Paynter Law Firm. We've got two North Carolina offices and a Washington, DC, office. We do work nationwide.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception? 

We were growing and experiencing an increased call volume, so we needed to make sure we weren't missing calls. We’d just started a new personal injury division. Those clients want to talk to somebody right away, regardless of the time of day or day of the week. We’d come in to the office in the morning and have a voicemail, but most of the time the client had already called around until they found a firm that answered the phone after hours. We decided this was something we needed to do as soon as possible so that we could stop missing out on potential new clients.

SOLUTION

What was the scope of their involvement? 

LexReception answers the phones for us as needed. They’re available 24/7. We can easily turn their service on and off, such as if the whole firm goes out for lunch. I turn on the answering service when I leave for the day. 

Onboarding was super easy because they handled everything from start to finish. They had scripts and a general template. I worked with them to customize it to our needs. I let them know what kind of information we want to relay to potential customers, as well as what kind of information we want to gather. We also tailored scripts for someone who’s calling about a major injury or wrongful death. We let them know that those are the cases that we want to talk to immediately.

LexReception forwards those calls to my cell phone. If they can't get me, then they forward it to the next person on their list to make a warm transfer. For other calls, they take a message and it's transcribed as a text and as an email and sent straight to us. 

What is the team composition? 

I have one primary point of contact. She did the sale and got us set up. She checks in periodically to see how things are going. If I were to have any issues, I can reach out to her. 

How did you come to work with LexReception?

I can’t remember exactly where I found them. It was probably a Google search. I looked at several answering services. I wanted to look at pricing, but more important to me than anything was professionalism and flexibility. I was shocked to find that I was the happiest with LexReception’s platform, and that they have one of the best pricing structures. 

How much have you invested with them? 

We pay $199 a month. They notify us if it looks like we're going to go over our hours for the month and start getting charged per minute. We can choose to move up to the next level just until the end of the month. Then we can drop it right back down the next month with no penalty. They also don't charge for calls that are less than 30 seconds, which tend to be hang-ups and wrong numbers.

What is the status of this engagement? 

Work started about six months ago and the engagement is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We’ve signed multiple cases that originated from calls that came in after hours. In terms of the value, the return on investment is tens of thousands of dollars. If we hadn't had LexReception in place, we probably wouldn't have gotten those cases.

We can call potential clients back immediately because we had someone to answer the phones. I feel certain that we wouldn’t get those cases if we didn’t have LexReception. I've actually had clients comment that the person who answers our phone was really professional. It's been great to have them as a partner.

How did LexReception perform from a project management standpoint?

It’s so easy to get a hold of LexReception with questions or issues. We can go into their online platform, login, and see the calls and transcripts. They let us know how to report an issue or make tweaks. For example, we got a call from a current client after hours. I went in and marked that person as a current client. So the next time they call, LexReception will know to offer them a personalized greeting. 

Another nice thing is that we recently switched to a VoIP phone system. I wanted to make sure that our new phones were compatible with their system. I gave our account lead the name of the VoIP vendor and she did the legwork to ensure compatibility. 

What did you find most impressive about them? 

LexReception does what they say they will, and they do it well. We’ve had zero issues or glitches. Some businesses are so big that you don’t know who to go to if you need support. I don't have to call around to different departments. I have one point person and she's always responsive.

She reaches out on her own and checks in with me. It's really nice not having to monitor or micromanage them. I don’t have to worry because I can trust that they're doing a good job. It honestly blows my mind how easy it is to work with LexReception. 

Are there any areas they could improve? 

No, I wouldn't change a thing. If there’s ever a problem in the future, I'll let them know and I'm sure they'll work to meet our needs. 

Do you have any advice for potential customers? 

I did a lot of work on the front end. I knew the different types of cases that might come in, and how I wanted each script to read. We went ahead and set up a separate script for various types of incoming calls (e.g., personal injury client, insurance adjustor, etc.). That allows LexReception to quickly identify the type of a caller and bring up the correct script to use. Taking the time to set that up right from the beginning was really helpful.

BACKGROUND

Introduce your business and what you do there.

Our law firm specializes in divorce and family law. I'm the owner, in charge of a number of attorneys and support staff.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

We received a lot of phone calls that were overwhelming our staff. We wanted 24/7 phone support for our current and potential clients.

SOLUTION

What was the scope of their involvement?

They answer our phones and take messages for us. If I'm in court and need a message from a client, they convey that information to us. They created the original script, which we tailored a little to suit our specific needs.

What is the team composition?

I work with one main point of contact who coordinates with their team.

How did you come to work with LexReception?

I did an online search. I've used other services in the past, but availability was limited. LexReception offered 24/7 support, and their costs were in line with our budget. They started within about 24 or 48 hours after our initial call, and we've had zero problems with them.

How much have you invested with them?

We've spent about $1,200.

What is the status of this engagement?

We started working together in early 2019, and they're still working for us.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Our clients have a much easier time reaching us, and our client retention is higher. Much of that is thanks to the fact that there's always someone there to answer the phone. LexReception is very pleasant and helpful.

How did LexReception perform from a project management standpoint?

They're very helpful, and they reach out on a regular basis to make sure they're meeting our needs. Based on the volume of calls, they suggested we reduce our plan to a less costly option. That was a great business practice, and proved that they have our interests in mind.

What did you find most impressive about them?

They're an honest company and are concerned with what's best for us. That sets them apart, and they regularly check in to see how things are going.

Are there any areas they could improve?

I can't think of anything they should improve.

Do you have any advice for potential customers?

I don't have any specific advice for potential clients, they're very easy to work with.

BACKGROUND

Introduce your business and what you do there.

I’m the owner of a consumer protection firm based in California called Conn Law, PC.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

I started a practice of my own and needed a remote receptionist.

SOLUTION

What was the scope of their involvement?

LexReception helped to create scripts to answer calls, adjusting to accommodate any changes to my services. Their team guided the content such as what questions to ask, how to answer the phone as well as forward calls. Using my law practice management software, they provide call answering and appointments setting services 24/7. Their team sends call details to me by e-mail, which I can choose to respond to right away.

What is the team composition?

For support services, I’ve worked with three or four LexReception teammates. Their receptionists rotate but provide good services consistently.

How did you come to work with LexReception?

When the previous law firm I’d worked for was downsizing, it was my job to find a remote receptionist. Familiar and happy with LexReception’s services, their team was my first choice when I was starting my law firm. Unlike other contenders, they were willing to not record our calls in order to comply with California’s strict wiretap laws. While their team provides services to clients in a wide range of industries, I appreciated that they specialized in law. LexReception was also competitively priced.

How much have you invested with them?

I spend about $500 a month for their services.

What is the status of this engagement?

We began our engagement in July 2019, and it’s ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

The way you measure success is by not having any issues; I haven’t had any problems with LexReception. Messages are conveyed accurately. Names are spelled correctly. We receive consistent compliments about their services, especially the receptionists’ coherent pronunciations. They are friendly and efficient, which has helped to develop a robust reputation for my practice. Clients are greeted by an articulate person—not just connected to me. From day one, they’ve helped to legitimize my law firm.

How did LexReception perform from a project management standpoint?

They’re more responsive than I could've hoped for. When I call, someone always picks up the phone. If there’s a minor change I want to make, their team responds to e-mails right away. I can call or e-mail LexReception and someone will address my need right away.

What did you find most impressive about them?

They’re used to dealing with lawyers, which meant their team had a better idea than I did for what the call script should look like. LexReception cares about the quality of their services and clients. They found a niche they can excel in.

Are there any areas they could improve?

There’s nothing they could do differently.

Do you have any advice for potential customers?

Be careful with call scripts; LexReception can help to optimize the number of call minutes allocated. Wait to increase them as necessary.

BACKGROUND

Introduce your business and what you do there.

I’m an assistant at a law office in California. We help consumers manage debt by handling things like bankruptcy filings and credit repair.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

We’re a growing business and we needed some additional assistance with call management and call flow.

SOLUTION

What was the scope of their involvement?

Bringing them onboard went pretty smoothly. We explained our needs to them, which included Spanish-language support, and were able to get everything set up on the first day. We’d already been using a script in our office that covered important questions we needed to ask in order to move clients forward for consultations or appointments, so it was easy to train them with that material.

In terms of features they offer us, they’re on call from an hour before we open until an hour after we close, and we receive recordings of the calls that they handle. They also schedule appointments on our behalf and share them directly to our office calendar.

What is the team composition?

I’m not sure how many call handlers work for our account in total, but there are at least two.

How did you come to work with LexReception?

My boss received a recommendation while attending a professional conference. We’d previously used a different call service that didn’t have enough features we needed, so I researched several companies. LexReception was the best fit for our needs and budget.

What is the status of this engagement?

We started working with them in October 2018, and they’re still working with us.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

It’s been incredibly beneficial for us. We can focus on our in-person interviews without having to rush to the phone, and we’re free to work remotely without worrying about missed calls. Scheduling is easier now,  and so is adding new clients to our records. LexReception’s team adds their data to our portal for us, which saves a lot of time.

Clients tell us that the receptionists are always very friendly and deliver great customer service. The access to real receptionists has greatly increased our client satisfaction scores and we’ve seen more positive reviews about our attentiveness.

How did LexReception perform from a project management standpoint?

They do a great job. All of the calls are recorded and we can provide ratings or feedback if we feel like they need to make any adjustments. They also adapt quickly if we need to change the script if we need to and they’ve been very helpful in answering our questions.

What did you find most impressive about them?

Everyone is friendly and knowledgeable. They respond well when clients go off-script and redirect them effectively so that we receive the information we need. Anytime that we have concerns or questions, they’re addressed right away.

Are there any areas they could improve?

Not that I’ve seen.

Do you have any advice for potential customers?

Know what information you need from your clients and have a clear sense of the script. That will define how successful the collaboration will be.

BACKGROUND

Introduce your business and what you do there.

I’m the owner and sole proprietor of a law firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

I had a high volume of calls and needed them answered efficiently and in an organized and timely fashion.

SOLUTION

What was the scope of their involvement?

They answer the phone and give me messages. This service ensures a live person handles incoming calls without having them go to my cell phone’s voicemail when I’m in court or unavailable.

How did you come to work with LexReception?

I advertised for an answering service that would be less expensive than my previous provider.

How much have you invested with them?

I spend $599 per month.

What is the status of this engagement?

We started working together in early 2019 and the partnership is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

LexReception is a core component of running my practice. I couldn’t do it without them.

How did LexReception perform from a project management standpoint?

Everything is good. I use their dashboard to track call statistics.

What did you find most impressive about them?

The team is affordable and available 24/7. I also have all the features I need.

Are there any areas they could improve?

No, I can’t think of anything.

BACKGROUND

Introduce your business and what you do there.

I am the managing attorney and a mediator at The Jacob Law Firm, a solo practitioner office in St. Louis, Missouri. As a transactional law firm, we deal primarily in real estate and business transactions. We also help nonprofits. A division of the firm is devoted to home buyers and sellers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

We had been dissatisfied with several offsite answering services our law firm had tried. LexReception offered us a flat fee for a specific number of minutes. If we came close to hitting that figure, we wouldn't have to incur additional fees for going over. 

Other companies offered packages that were unrealistic for a firm our size. It almost seemed like they were designed so clients would always exceed them. LexReception's package seemed just right for us. 

SOLUTION

What was the scope of their involvement?

LexReception primarily provides answering services. When people call our number, their call is transferred to LexReception after a few rings. They're also integrated with our client relationship management cloud software. 

We tell them which specific questions to ask our callers. LexReception allows us to provide an alternative script if we're going to be out of the office for a few days. 

In addition to answering the phones, they send us emails and texts with information from the calls they receive. Through the CRM integration, they also send leads to our inbox which we can accept as a potential client within the system. This process saves us a lot of double entry problems. 

What is the team composition? 

We get in touch with a relationship manager when we have a question. I imagine a dozen or so people answer the phone at any given time on our behalf. 

How did you come to work with LexReception?

We searched on the internet for options, but we were restricted to companies that were either already integrated with or willing to integrate with our CRM system. The original company we switched from expressed an unwillingness to use our system. After considering six or more companies, we ended up choosing LexReception. 

How much have you invested with them?

We’ve been working with LexReception for a little under a year and have paid about $6,000 so far.

What is the status of this engagement?

We've been working together since September 2018.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Generally speaking, we're satisfied with the service. The people who answer the phone seem to go through all the questions we provide. Our clients have also been pleased with LexReception. They appreciate the way they answer the phone and the manner and tone they use. 

Furthermore, they reliably send new clients over into the CRM software for my assistant to see. She receives them very quickly and can send a follow-up or intake immediately. Potential clients hear back from us much faster because LexReception uses the integration properly. 

How did LexReception perform from a project management standpoint?

LexReception is very responsive to us. My assistant usually interacts with them. Whenever we have a question, they get back to us either immediately or within a few hours. We’ve never had to wait a whole day to hear back from them. 

What did you find most impressive about them?

I appreciate that the monthly bills they send us include a breakdown of how many minutes they spent on the phone, the number of calls they took, and any overages. They are the only company we've worked with that includes this information right on the bill, which is great for us to see. 

LexReception offers alternative scripts for new potential clients, other attorneys, and our existing clients. None of the other providers we’ve used had systems with that differentiation, and it's been very helpful. 

Are there any areas they could improve?

My constructive feedback is to be truthful that they’re not internal employees. Sometimes their staff will tell callers who ask for me that I'm unavailable. Really, they have no way of knowing if I am or not. LexReception is better than other services we've used, but we want potential clients to know a way we save them money is by using an offsite answering service. There's no shame in that, so they don't need to pretend that they're actually sitting in our office. 

I’d also like them to send us a breakdown of the number of calls from different area codes and the time of day they come in. This data would help us target our advertising. We already have all the phone numbers, but it would be much more complicated for us to aggregate the percentages internally.

BACKGROUND

Introduce your business and what you do there.

I am the CEO and president of Silver Tiger Consulting.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

We engaged LexReception because we had trouble routing and patching calls to team members based all over the country. We were unhappy with our existing provider and decided to switch to LexReception.

SOLUTION

What was the scope of their involvement?

We rely on LexReception to route and patch our calls to specific employees, and if those people are not available, their receptionists take and forward messages. LexReception has also proven to be a more technologically sound partner than our previous one. They offer a dashboard that allows us to track our activity and messages.

LexReception provides 24/7 answering services, which enables them to route emergency calls to our support team—a service we weren’t receiving with our original call center partner. This offering is a critical aspect of our engagement because our employees work in different time zones, and our business hours don’t always align with 9 a.m.–5 p.m. Eastern Time, for example.

It only took a short series of emails and phone calls to acclimate their receptionists to our scripts and cadence. Our methods of call patching and finding extensions are relatively straightforward. When LexReception forwards a call or a message, it is no different than when our own receptionists do the same.

What is the team composition?

I coordinate all of our efforts with Brianna (Sales Account Executive, LexReception). I know we have a team of at least eight receptionists handling our calls, but I’m unsure of the total team size.

How did you come to work with LexReception?

We initially reviewed the merits of three receptionist services that also had some call center capabilities, but LexReception didn’t appear in my original online searches. They weren’t on my radar at first. After three months of working with the service we decided was the best of our original three, I reopened the search for another one.

Luckily, during my second round of searching online, I found LexReception and scheduled an introduction. During our first call, they showed me the dashboard, and I realized I was dealing with a vendor on an entirely different level than our existing one. They understood why we were having challenges with the other service and outlined their methods to provide solutions. We scored vendors on a number of factors, and LexReception earned perfect marks from me.

How much have you invested with them?

LexReception sets themselves apart from their competitors by only charging for the time when their receptionist is on the line with our client—as opposed to the entirety of the call. In that sense, LexReception provides excellent value. To this point, we’ve only spent about $200 each month.

What is the status of this engagement?

Our engagement began in December 2018 and remains ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We’ve recently started forwarding all after-hours calls, and just this month, we’ve been able to take calls and messages that we previously wouldn’t have gotten until the next day. Because we saw the messages immediately, we knew we could call back during off hours. Our quick turnaround time on those messages allowed us to close two additional sales in March.

How did LexReception perform from a project management standpoint?

They’ve acclimated quickly to our processes. For example, we just changed our rules for patching calls, and within an hour, Brianna had processed the information in our email, and the receptionist team had implemented our changes.

The team is communicative when it needs to be. If they think we’re close to exceeding our allotted minutes, they’ll reach out to see if we need to upgrade our plan. Otherwise, they’ll check in if they haven’t heard from us in a while. All told, we haven’t had many issues.

What did you find most impressive about them?

From my initial interaction through the setup and the ongoing work, we’ve received top-notch service.

Are there any areas they could improve?

No, I’m very happy with the service we’re receiving.

Do you have any advice for potential customers?

I think our onboarding process went smoothly because we had our scripts in place and had an idea of how we wanted them to answer our calls. I’d advise future clients of theirs to have similar materials in place if possible.

BACKGROUND

Introduce your business and what you do there.

I’m the co-founder of a personal injury and criminal defense law firm.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

My firm is relatively new, so we have limited staff and resources. We needed support in answering our phones so we could perform our other business tasks more efficiently.

SOLUTION

What was the scope of their involvement?

LexReception provides 24/7 live answering services. The onboarding process and script training were quick after minor miscommunications. They set up appointments for us and provide all the necessary information so I can perform follow-ups when I have the opportunity.

What is the team composition?

They provide one main point of contact who I communicate with directly

How did you come to work with LexReception?

I read reviews of several vendors who work with legal teams. I also wanted a client to feel like they were speaking to a real receptionist when they called us. I was impressed with LexReception's around-the-clock service and personal touch. 

How much have you invested with them?

We spend $349 per month for 350 minutes.

What is the status of this engagement?

We began working together in February 2019 and their services are ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

Before working with LexReception, we weren’t able to dedicate enough time to running our business because of the high volume of calls we were handling. Having them on board is a relief, and they’ve been the perfect solution to our problem. We haven’t received any negative feedback from callers, which is great.

How did LexReception perform from a project management standpoint?

The project manager checked in at the three-week mark, but I’m also able to contact them whenever necessary. If I need to ask questions or do anything to ensure the project is running smoothly, I can communicate with LexReception.

What did you find most impressive about them?

It’s great knowing if a million-dollar call comes our way, LexReception will be there to answer it. I feel confident knowing that they are available 24/7 and will provide great customer service to our callers.

Are there any areas they could improve?

At this point, there’s nothing I can think of for them to improve on.

BACKGROUND

Introduce your business and what you do there.

I'm the owner of Code Blue Computing. We do on-site computer repairs and support, and we also have a computer shop where people can bring their computers.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

We had been using an answering service for overflow calls, but we were not happy with it. We also got negative feedback from our customers about that service, so we were looking for a new company.

SOLUTION

What was the scope of their involvement?

We're mainly using them for call overflow. When we're not in the office or can't answer a call, they pick up our calls, get the information from callers, and either make an appointment or connect them to someone else in our company. Then, they send that information to us via a text message or email.

We had a very smooth onboarding process, and they've become an extension of our business. We started out on a plan with a low number of minutes, but they reached out to me when we were close to the limit and recommended that I upgraded the plan, which saved me money.

What is the team composition?

We have one main point of contact, and there is a team of people who pick up our calls.

How did you come to work with LexReception?

We're part of one IT Facebook group. Many companies in that group mentioned LexReception and left positive feedback, so we decided to contact them.

How much have you invested with them?

We pay them $300 a month, so we've spent about $1,200 so far.

What is the status of this engagement?

We started working with them in July 2018 and the relationship is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

We've been thrilled with their service. We've had customers who commented on the professionalism of the person who picked up the call. Also, I really like the fact that I can log into the website and see how many calls came in and how many calls they answered. (That is something I wasn't able to do before.)

How did LexReception perform from a project management standpoint?

Everything has been seamless. They reach out to us at least once a month to make sure we're happy.

What did you find most impressive about them?

They really tried to understand our company and wanted to become an extension of our team, which was the key to the successful onboarding process. We're a smaller company, so finding a good answering service was important to us. When I spoke to LexReception on the phone, I realized that our project was important to them as well.

Are there any areas they could improve?

No. They've been doing a great job.

Do you have any advice for potential customers?

Give them as much information as you can, so that they can handle your clients the way you want them to.

BACKGROUND

Introduce your business and what you do there.

I'm a partner at Stephen L. Hamilton, P.C., a criminal law firm with nine offices in Texas.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with LexReception?

We engaged LexReception to provide call answering services that would involve capturing more information beyond a caller's name and phone number, so we could better serve current and potential clients.

SOLUTION

What was the scope of their involvement?

LexReception provides phone answering services during business hours, evenings, and weekends. We provide them with a script, and they're able to provide messages to us via email or text and book appointments. All calls are recorded, so we're able to pull up message histories when necessary. We're also in the process of setting up a chat system for messaging as well.

What is the team composition?

We usually deal directly with their customer service representatives.

How did you come to work with LexReception?

Several friends of mine had recommended them to me and we felt very comfortable working with them after an initial evaluation.

How much have you invested with them?

We spend about $1,500 per month on their services for all of our offices.

What is the status of this engagement?

We've been working with them since 2016 and the relationship is ongoing.

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement?

With LexReception's system, clients are empowered to set appointments at any time. We've gained a significant number of new clients by providing answering services after hours. In the first month, the clients LexReception's services brought in paid for three years of their services. Client satisfaction is high; we've never received a complaint about their attitude or professionalism over the phone.

How did LexReception perform from a project management standpoint?

They're very responsive to our needs. I've called them over the weekend to make a change to our script and they were able to implement it by Monday morning.

What did you find most impressive about them?

Their services are incredibly valuable and their team is very professional over the phone.

Are there any areas they could improve?

Nothing comes to mind.

Do you have any advice for potential customers?

From a business standpoint, it's important to figure out how calls should flow. Once that part is down, I'm 100% confident LexReception's staff will be able to implement it.