It's not unusual for attorneys to juggle the demands of drafting, research, court appearances, consultations, emails, and more with the ever-present need to attract new clients.
Balancing productivity with client acquisition is no easy feat—and often, it’s that critical incoming call that slips through the cracks. Whether you’re knee-deep in documents, meeting with a client, or simply taking a break, you can’t always answer the phone.
Statistically, that unanswered call may mean missing not just an opportunity, but potential revenue.
According to a recent American Bar Association report, responsiveness to client inquiries is a key factor in client retention and satisfaction; yet, many legal professionals allow calls to go unanswered. Unfortunately, a caller who doesn't reach a real person will probably skip leaving a voicemail or calling again and call the next attorney in their Google search instead.
So, how can you ensure that every inquiry receives the timely, professional response it deserves without sacrificing your focus or compromising billable hours? The answer lies in smart delegation and the right tools.
Let's explore why responsiveness matters, what clients expect, and how pairing a virtual receptionist service with your practice management software can help you capture more opportunities while staying focused on the work that matters most.
Why every missed call is a missed opportunity
The telephone remains a primary communication method for clients seeking legal services. Unlike asynchronous channels like email or webforms, a phone call often signifies a higher intent to hire. In other words, when a potential new client picks up the phone, they're probably ready to make a decision.
In fact, our data—collected from over 62 million calls handled for Ruby customers—shows that the vast majority of calls to law firms are either potential new clients or existing clients.
Potential new clients (60%): These are your most valuable calls. They represent direct opportunities for new business and firm growth. A phone call allows you to make a personal connection and demonstrate your firm's professionalism from the very first interaction.
Existing clients and known contacts (25%): These callers expect prompt, personal, and knowledgeable service. How you handle their calls directly impacts client satisfaction, loyalty, and your firm's reputation.
Other callers (15%): This group includes solicitations, wrong numbers, and other non-urgent calls that can nonetheless cause major distractions.
When you miss a call from a potential new client, they rarely leave a message. Instead, they move on to the next firm on their list. Meanwhile, a missed call from an existing client can lead to frustration and a negative perception of your service. In either scenario, the cost is significant, in the form of lost revenue, a damaged reputation, and wasted marketing spend.
What modern clients expect: Responsive service
Think about your own experiences when you purchase professional services. How do you feel when your call goes unanswered, you're put on hold for an extended period, or you speak with someone who is unhelpful? These negative experiences can quickly sour a relationship.
Today's clients expect and demand responsive service. A positive, helpful phone experience can set your firm apart and build lasting loyalty. There are four key pillars to delivering this level of service:
1. 24/7 accessibility
Legal issues don't stick to a 9-to-5 schedule. By being available to answer calls 24/7, you demonstrate a commitment to your clients' needs. This constant availability ensures you capture every opportunity, whether it comes during business hours, after hours, or on a weekend.
2. A personal, friendly touch
How your phone is answered matters. A warm, professional greeting (e.g., "Thank you for calling Smith & Jones Law, how may I help you?") makes a vastly different impression than a rushed or generic "Hello?" A friendly tone and active listening make callers feel valued and confident that they've contacted the right firm.
3. Knowledgeable help
Callers expect to speak with someone who can help them. This means having a representative who can answer basic questions, understand their needs, and connect them with the right person at your firm. An empathetic and capable first point of contact is crucial.
4. Professional qualification and intake
Answering the phone is just the first step. To turn a caller into a client, you need an efficient intake process. That means the person answering your phone should be able to screen calls, qualify leads, and collect critical information, making it simple for callers to take the next step.
Bridge the gap with Ruby and 8am™ MyCase
If providing friendly, professional, 24/7 service for every caller sounds like a full-time job—well, that's because it is. The good news is you don't have to do it yourself. With Ruby's attorney answering services, a team of virtual receptionists manages your calls whenever you're unavailable, acting as a seamless extension of your firm.
Ruby gives you on-demand access to experienced, U.S.-based receptionists who speak English and Spanish. And we do so much more than just answer the phone. Other capabilities include:
Scheduling
New client intake
Payment collection
Assistance with outbound calls
Ruby + MyCase integration
Ruby integrates directly with MyCase, creating a powerful system for managing client communications and firm operations. This saves you time on administrative tasks, enhances responsiveness, and ensures your firm never misses an opportunity or detail.
Here’s how it works:
Sync call details automatically: When a Ruby receptionist answers a call for your firm, all the details are captured and synced directly into your MyCase system. You receive real-time updates on client communications without any manual data entry.
Streamline client intake: Manage all client information collected by Ruby within MyCase. Our receptionists can use your custom webforms for intake, ensuring data is collected consistently and accurately. This keeps all lead data, analytics, and client communication in one convenient, centralized location.
Improve client experience: With 24/7 live answering, your clients and potential clients always reach a friendly, professional representative. Our receptionists ensure every caller feels welcome and understood. This high-touch experience leads to better engagement and higher client satisfaction.
Boost productivity: By entrusting Ruby with call handling, you and your team can focus on practicing law and logging more billable hours. The integration ensures you have all the information you need from every call, right within the platform you already use to manage your cases.
More clients. More time. Less stress.
You can't afford to let new opportunities slip away. By combining Ruby's expert virtual receptionists with MyCase, you create a system that captures every lead, enhances client service, and boosts your firm's productivity. It's time to reclaim lost revenue and provide the responsive experience your clients deserve. Learn more and get a demo today.
About the author
The Ruby Team