How it Works
Virtual receptionist services through Alert Communications will work with any phone service provider you choose. There is no porting of numbers, and the company does not need to interact with your phone provider at all. Essentially, you forward your calls to an Alert Communications number set-up for you. Then, their receptionists begin to field your calls. To toggle service on and off, you simply have to turn call-forwarding on and off.
By working with your phone service provider, you can also set-up Alert Communications as an overflow phone number (much like ringing an alternate line in your office). With this feature, as your marketing efforts increase your need for intake services, you can confidently increase your capacity.
What Alert Communications can do
The easiest task you can hand-off to them is inbound phone calls to your office. Once this is set-up through call-forwarding, as above, these extensively trained virtual receptionists will handle your phone call as you have directed. They can take messages, forward calls as directed, handle intake tasks (like pre-screening callers), classify phone calls, and input information into your Client Relationship Manager (CRM) for future tasks.
Many of the receptionists (46% as of this writing) can handle calls in both English, or Spanish. And they have all been trained to answer phone calls for law offices specifically. Which means that they offer empathy and understanding to callers who, quite frequently, are not having a good day.
In addition to inbound phone calls, these virtual receptionists can also field digital leads that come in from various digital sources. Whether the interaction is via email, an intake form on your website, or something like a Google form, these virtual receptionists can classify and field interactions as above, or return inquiries with out-bound phone calls as below.
As the intake services above would seem to require, Alert Communications’ receptionists can also make out-bound phone calls as directed. They can follow-up digital leads that come in, return calls from an alternate line, or assist in tasks such as contacting potential class members in a mass tort case.
When getting started with Alert Communications, you’ll have an on-boarding conference with a dedicated account manager and a programmer. Here, you determine how you want contacts handled in the first 24 hours, create any integrations that are necessary, and plan any outgoing calling campaigns.
Reporting & CRM Integration
Alert Communications does not have a client portal for attorneys to log into. It’s not necessary. Much like your own receptionists, they engage with the existing applications in your office, and fold themselves directly into your workflow. This obviates the need for any direct integrations. However, there is likely still some cause for custom communication between your office and theirs. As such, they have many programmers on staff who can make all the necessary connections with your software.
With this union, all of the reporting and tracking that your office needs to do can be done directly in your CRM system. However, there are obviously some attorneys who do not use a traditional CRM. In this case, Alert Communications will send a tracking report directly to the attorney’s office.