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Ruby

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Ruby Rating:
4.5/5

Features

  • Customer Experience & Support - 9.5/10
    9.5/10
  • Pricing & Value - 8/10
    8/10
  • Innovation & Future-Proofing - 9.5/10
    9.5/10
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Details

Rating Breakdown

Our Rating: 4.5/5

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.

Ruby (formerly Ruby Receptionists) led the way in introducing virtual receptionists to small law firms, offering friendly, professional receptionists with customized call scripts, appointment scheduling, and more. Recently Ruby added 24/7 live chat to its offerings so visitors to your website can always get a response.

Who Ruby is For

Ruby is a good fit for most small law firms—especially those that already use Clio or Rocket Matter. It’s an especially good fit for busy lawyers who need to change their status and call-handling instructions throughout the day. However, firms that need a live phone receptionist 24/7 will also need an after-hours answering service for backup.

Ruby Features

Website
 www.ruby.com
Services Offered
  • Chat
  • Virtual Receptionist
Starting Price
 $309/month for 100 minutes (calls are rounded up to the nearest .5 minutes)
Free Trial
✗
Software Integrations
  • Clio Grow
  • Clio Manage
  • Nextiva
  • Rocket Matter
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
 5am–9pm PT/8am–12am ET Mon–Fri; 6am–6pm PT/9am–9pm ET weekends
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
  • Spanish
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
 24/7
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.
✓

Additional Details about Ruby

Text from your business number. With the Ruby app you can send and receive text messages from your business phone number.

Appointment confirmation and outgoing calls. Ruby can call your potential clients to confirm upcoming appointments (i.e., remind them to show up) or make other outgoing calls. For example, if you need to reschedule a bunch of appointments, you can have Ruby make those calls for you.

Custom intake forms and FAQs. You can have your receptionists collect information from callers. And if your callers often have the same questions, you can give Ruby your answers so they can help your callers.

Known callers. You can sync up your contacts from your iPhone or Android phone, and Ruby can greet known callers personally.

Limited live reception hours. Ruby live reception is available for the vast majority of the day in the US, from 8am Eastern until 9pm Pacific, and 9am Eastern until 6pm Pacific on the weekends. But it is not a 24/7/365 service, because Ruby believes in letting its receptionists sleep at night. However, Ruby’s newer live chat service is available 24/7/365, so we think it seems likely that the live reception hours will eventually go to 24/7/365 as well.

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Page edited by the Lawyerist editorial team. Last updated March 18th, 2020.

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