21 Jul Virtual Receptionist For Attorneys: Everything You Need To Know

You spend a lot of time, energy, and money to bring in new clients, but what happens on your end when the phone actually rings? It may seem like a small thing, but how the phone is answered and if the phone is answered can greatly impact the client experience.

First impressions are everything. In their time of stress and need, clients are calling on you to help put them at ease and give them confidence that their legal matter will be handled in a positive, professional manner. If your current staff situation can’t make that initial call a stellar experience, it may be time to consider a virtual receptionist.

What Is A Virtual Receptionist For Lawyers?

A virtual receptionist is exactly what it sounds like—a receptionist function that is handled by someone other than the firm’s staff, from outside of the firm’s office. It can be helpful at times of high call volume when staff may be overwhelmed, for calls outside of normal firm business hours, or even for firms who don’t have a receptionist function at all. Many smaller firms may fall into that last category, where answering the phone is handled by whomever is available at any given moment—even the attorneys themselves.

Why Hire A Virtual Receptionist?

Choosing the right virtual receptionist partner for your firm is of critical importance. There are lots of vendors to choose from, but they are not all created equal. At a minimum, you should look for these qualities:

• Client-centric Approach – Your virtual receptionist vendor should understand the importance of client relationships to the health your firm. Having a “client-first” mentality sets the bar from the very first touch point as to your high level of service and care. They will ensure all calls are answered quickly and in a friendly tone, that the client or potential client is helped in an efficient manner and that the scheduling process is easy. A happy client equates to more repeat business, positive reviews and higher collection rates – and that all starts with the first call.
• Phone Coverage 24/7 – Client needs happen around the clock—not always during your business hours. If a prospective client calls after hours and gets constant ringing or voicemail, they may call a competitor who may be able to speak with them and schedule an appointment right then and there. If the phone goes unanswered, you will lose potential clients.
• Streamlined Intake/Scheduling – A partner who can handle both intake and scheduling helps make the initial consultation process easier. Answering the phone is good but going a step further and scheduling an appointment is better. Prospective clients do not have to wait and wonder for hours (or days) for someone to call them back and you can focus more on servicing the client from that initial touchpoint.
• Legal Industry Experience – Many partners handle multiple industries in addition to law. It is important to find a partner experienced in the legal industry for multiple reasons. First and foremost, you want a partner who knows they can’t give legal advice over the phone and knows what they can and cannot say to clients. You also want a partner well versed in not only your firm specifics, but also practice area specifics. You want a partner who can walk the walk and talk the talk.

The Lexicon Virtual Receptionist Solution

Lexicon provides a Virtual Receptionist solution tailored to the unique needs of law firms and will customize the solution to fit your firm. Our service, informed by more than 12 years of legal industry experience, provides a real person, answering phone calls 24/7, professionally, efficiently and with a custom greeting on behalf of your firm. We provide clients and potential clients with basic information, transfer calls and take and relay messages to the designated individual at your firm. We can even handle your client intake. No matter which partner you choose (obviously we recommend Lexicon), it is important to prioritize what is most important to your firm and compare the levels of service of each potential partner.

To learn more about how a virtual receptionist solution can benefit your firm, or for more information, get in touch with us.