Reviews

Product Review: Abby Connect – Your Law Firm’s Very Own Team of Dedicated Receptionists Help You Deliver Exceptional Client Service

By November 8, 2018 No Comments

As the adage goes, “You get what you pay for.”

In the same way, we place value on the high-quality legal services we provide, the same applies for the customer experience we offer to our clients.

Law Firms have more virtual receptionist options to choose from than ever before ranging in price and features. So, what makes Abby Connect differently? We took some time to get to know the Abby Connect team and their staff over the past few weeks and here are a few highlights about their organization and services.

Dedicated Receptionist Team

Wouldn’t it be nice, if just like with a full-time receptionist, clients could call in and speak with the same person most or all of the time?

At Abby Connect, you are assigned a dedicated team of receptionists who get to know and understand your law firm’s services, and the members of your team. Having the same people answering calls can make a huge difference in building rapport with clients. In fact, they feel more comfortable calling, and greater call deflection from the attorneys or associates can be achieved. Alternatively, if the person answering the phone knows nothing about the business, the caller may feel frustrated or concerned about their case or the firm’s ability to deliver.

Not only can having the same group of people answering calls sound more professional, but Abby Connect has found that having smaller teams makes initial training and call handling updates more efficient to implement. And, with the 24/7 bilingual coverage offered, you never have to worry about missing out on a new case, or urgent client issue.

Consultative Customization

Because you have both a dedicated account manager and receptionist team, your call routing or answering instructions can be adjusted on the fly and new instructions delivered and implemented immediately. With Abby, you can quickly make changes via mobile app, online portal or by calling, emailing or texting the Abby team.

Client Management

In addition to answering every call, Abby Connect receptionists are trained to diffuse and calm nervous or agitated clients. One law firm cited that a client was “won back” after a frustrating event – when the client called the law firm, the Abby receptionist was able to talk them off the ledge and get them over to a staff member for resolution. A situation that could have resulted in the loss of a case, or a bad review, one that begs the question; “What’s the real value of having true professionals handle our calls?”

Let’s hear what Abby Connect’s clients say:

Damon C., Defense Attorney, and Law Firm Owner, on Consumer Affairs: “When I was getting ready to fire my old service, I did some research on the internet, and Abby Connect kept popping up in my search results. Abby has been very reliable, and they follow my instructions. They do what they say they can do, and I pay them a premium for 24/7 coverage while the other company overpromised and under-delivered. They presented themselves as bigger than what they were but when I called, it got really bad one weekend and they told me they don’t have the ability to do the work. I paid them a premium for the same thing. It was the third hiccup. It was a $5,000 piece of business that was getting ready to walk away and I happened to be there to see my phone. I called, I sealed with the deal and the business came in the door. But I was really fusilladed. What if I had not been there to see that? That’s $5,000 that just walked away and went to one of my competitors. Abby has not had that issue.

Abby’s principal job is to answer my phone promptly, pleasantly and get me information so that I could get back to the people. They do it 24/7/355 which is what I need. In exchange, I pay them a hefty fee but I don’t burden the receptionist with doing client intake or asking a thousand questions because a large percentage of people who call my office hour is really crazy and stupid so, it is better for me to sift through that. I try to be a low maintenance client and they are fairly responsive. So, once they set up, the process was over. I had a few clarifying questions but I try not to bother them and I don’t want them to bother me. I just pay them for what they do. Abby is something that distinguishes me from my competitors. I want the people to like me and I got two compliments on my receptionist since I have been with Abby. I highly recommend them.”

Attorney Terriance Moody, on Consumer Affairs: “I’m glad I heard about Abby Connect. I used to have another live answering company but it wasn’t as personal at all. It was an answering service. Abby offers a lot more personal to a business and the other companies have not caught on to that. Abby has been great and seamless. Their people are excellent and the message is delivered as well as summation emails. They drop who needs to be dropped, take the calls and who they need to call. They are manning the phones and adding a personal touch. They are the first line of defense. If you call into us, you are dealing with a human. So, it’s delivering our product.  Abby has made all the difference with the simplicity of a human answering the phone, taking the message and someone like myself responding to the call. The last three weeks had been tough because I was down and ill. So, I had them just take messages and send them to me. There were a lot of calls but I responded to what I needed to. Abby Connect is like my assistant.”

Culture Counts

The reviews speak for themselves, but unseen are the countless notes the management team receives each week from clients raving about their receptionists. With practically zero employee attrition, it is clear that the Abby Connect team finds joy in their work and celebrates the achievements of fellow team members. As a family-owned organization, Abby Connect offers a defined path for growth and incentivizes the success of their clients. They truly are committed to delivering a great experience for all involved.

Trial with Confidence

It’s uncommon to see Virtual Receptionist Providers offer a true no-obligation, extended free trial. Abby Connect is so confident that your experience will wow your clients, they invite you to try their services for 14 full days, free of charge, beginning from the day they answer your first call.  Sign up here to get started today!

In Summary

If you are looking for more than an inbound call center to take calls, Abby Connect offers a boutique alternative to traditional answering services. Get to know and appreciate your dedicated receptionists, and notice how your clients do too.

To learn more about Abby Connect’s services or request pricing for your firm visit abbyconnect.com/lextech.

 

 

 

Chelsey Lambert

Chelsey Lambert

Chelsey Lambert is a Legal Technology Specialist, published Author and CLE Speaker. As a former Practice Management Advisor for the Chicago Bar Association, and Vice President of Marketing for a leading case management provider she has seen our industry from many angles. Today, she works with vendors to bring their products or emerging technologies into the marketplace. And, teaches legal technology courses to lawyers all over the country sharing different ways technology can benefit their law firm. As Founder of Lex Tech Review and Lex Tech Media Group she welcomes the opportunity to chat!

 Keep up with our Lex Tech Review Digest!