At the time of this review, LawyerLine provides a transparent pricing model. It offers three service tiers, named Bronze, Silver, and Gold. The Bronze tier covers essential receptionist services. Silver adds lead pre-qualification, client intake, and scheduling services. Gold includes the features above and adds bilingual speakers, CRM integration, and outbound lead calling.
While many answering services offer these features, LawyerLine adds a twist. It’s pay-as-you-go. Simply decide which tier the firm needs and then calls the receptionists answer are billed at $2, $2.50, or $3 per minute for Bronze, Silver, and Gold, respectively. There are no hidden fees like a call transfer fee. Take the per-minute charge and multiply it by the minutes of live talk time.
For firms wondering about potential total monthly cost, LawyerLine’s internal data indicates that the average Bronze-level call lasts two minutes, and the average client intake call lasts fifteen to twenty minutes.
Service bills month-to-month. There is no extended commitment, contract, or termination fee. LawyerLine wants satisfied, long-term clients who continue as clients because they appreciate the value provided for the price they pay.
Customization and Flexibility
LawyerLine delivers extensive flexibility and customization for clients. It’s a very “white glove” experience. When onboarding a new firm, the vendor offers templates of practice area-specific intake questions developed from the receptionists’ years of experience. Firms can use those questions “as is,” modify the questions however they like, or provide a custom script.
Customization reflects how the product handles CRM integration as well. Instead of being limited to specific questions that a CRM’s API integration or automation could take, receptionists log in directly to the law firm’s CRM or LPMS. This approach seamlessly transitions from in-house screening and intake to the outsourced vendor. It also avoids limiting the law firm to a subset of available CRM and LPMS software products.
For firms looking to combine receptionist services with a live website chat function, LawyerLine offers web chat staffing as an add-on. The same folks who answer phones staff the web chat. One group of people knows how to handle the firm’s calls and what sort of cases the firm wants, irrespective of the contact platform. The web chat widget costs $999/year and $10 per lead it generates, which the vendor defines as collecting name, contact information, and case summary facts.
Quality of Service
In addition to its uniquely transparent pricing model and flexibility, LawyerLine focuses exclusively on the legal market. The receptionists staffing the phones are experienced legal industry professionals. All previously worked as paralegals, in-house law firm client screeners, or in other industry roles. They’ve answered millions of calls and done hundreds of thousands of client intakes.
Having worked in the industry, these receptionists empathize with callers while efficiently screening them. Each receptionist’s goal is to “stop the shop,” capturing high-value prospects and keeping them from marching further down the list of Google search results of attorneys.
LawyerLine consistently ranks near the top of “secret shopper” testing for answering services. It typically receives a 9 or 10 out of 10, when most of the industry scores closer to 6. The company’s low attrition rate, under 1%, further reflects overall customer satisfaction.
Who LawyerLine is For
The company works with firms from solos up to Am Law 200. It can “spin up” as necessary, especially for advertising campaigns like a mass tort client recruitment effort.
Its ideal client is solo to mid-sized. Such a firm may want to help reduce a busy receptionist’s burden, just want assistance routing calls based on case type, day, or even time of day, or the firm may want comprehensive outreach, lead qualification, and client intake handled by the LawyerLine personnel.