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Nextiva

Nextiva Rating:
4.1/5

Features

  • Customer Experience & Support - 8/10
    8/10
  • Pricing & Value - 8/10
    8/10
  • Security - 8/10
    8/10
  • Innovation & Future-Proofing - 9/10
    9/10
8.3/10
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Details

Rating Breakdown

Our Rating: 4.1/5

Our rating is based on our subjective judgment. Use our resources—including our rating and community ratings and reviews—to find the best fit for your firm.

Who Nextiva is For

Nextiva is a good fit for small and medium law firms with moderate to sophisticated communication needs and high-volume communications. Nextiva can also scale up to meet the needs of growing firms all the way up to enterprise level.

Website
www.nextiva.com
Services Offered
  • Chat
  • Phone
Starting Price
$20/user/month
Free Trial
Software Integrations
Virtual Receptionist Features
While all virtual receptionist services include a live receptionist and allow you to use your own phone number, some offer additional features like appointment scheduling or client intake. Availability varies, as well. Some virtual receptionists are available 24/7/365, while others are available during business hours (usually extended to accommodate multiple North American time zones) with voicemail outside of those hours.
Live Receptionist
Although they are called "virtual" receptionists, the person who answers the phone is, in fact, a real person who can use your customized greeting, request information according to your instructions, make warm transfers to you, or take messages.
Receptionist Hours
Appointment Scheduling
You can give your receptionist access to your calendar or scheduler so they can book appointments for you.
Client Intake
A virtual receptionist service can be a partner in your intake process rather than only and ask questions and gather information according to your intake script.
Outbound Calls
Some virtual receptionist services will make calls for you in order to relay basic information such as confirming an appointment, providing directions to your office, or making referrals.
Free Local or Toll-Free Phone Number
You may prefer to use a different phone number to help you track your callers, or a toll-free number to make it easier for some people to contact you.
Additional Languages
Chat Features
There are two kinds of chat offerings: live chat and chatbots. Both can be hosted on your website so that visitors can contact your firm by typing rather than calling. Live chat means a real person is available to chat with visitors, like a virtual receptionist for text-based messaging. A chatbot, on the other hand, offers pre-scripted responses to visitors' input, sometimes with the help of AI.
Live Chat
We're using live chat to mean chat plus a team to respond to inquiries, as opposed to a chat tool you can use to respond yourself.
Live Chat Hours
Chat Tool
With a chat tool you can add a chat box to your website so that visitors can chat directly with you or your firm staff when you are available.
Chatbot
A chatbot is an automated messaging tool for automated communication with visitors to your website or within commonly used messaging apps like Facebook Messenger. Some are essentially a guided form, while others might use AI to answer more complex questions.
Phone Features
A hosted phone solution allows you to move your entire phone system to the cloud. It can also come with advanced call routing options, call recording, analytics, and more.
Call Routing
With call routing you can direct incoming calls based on criteria you set. For example, you could send existing clients directly to the lawyer handling their matter. Or distribute potential client calls evenly among intake staff. Or just send calls to your virtual receptionist after hours.
Voicemail Transcription
Your phone service can transcribe your voicemails using text recognition software so you can read your messages instead of listening to them.
Call Recording
"This call may be recorded for quality control purposes." Only if you want to, of course.
Call Analytics
Use information about your calls to identify patterns, calculate the ROI of your marketing efforts, and improve your client service.
Text Messaging
Send and receive text messages using your business phone system.

Things You Might Want to Know About Nextiva

Sophisticated call routing. “Automate anything that can be automated” like call routing, adding and updating contacts in your CRM, qualify leads, and more. Nextiva doesn’t just route calls, but includes emails, chat, and SMS communications, too.

NextOS. NextOS is Nextiva’s business communications dashboard, but it goes further than just telling you who called who, and when. It even analyzes the content of communications to track how your clients have felt about your firm over time—their sentiment. It’s a bit like a communication-focused CRM, designed to help you close leads based on your communications with clients and potential clients.

It might be overkill. If you don’t have a team of people taking calls from clients and potential clients, Nextiva is probably overkill for your law firm. It is designed for companies with high-volume communications, like sales teams and high-volume practices.

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