For the Smith & Eulo Law Firm, the task of answering phone calls is one that carries great importance. The Orlando based firm is constantly dealing with time-sensitive criminal defense matters, and the impression they make on the first call from a new prospect will often determine whether or not they get a new client. Talk about a lot of pressure.
Fortunately for Smith & Eulo, the highly trained team of receptionists at Answering Legal is ready to answer calls on the firm’s behalf 24/7. Since the firm started using our service in 2016, we’ve been hard at work making sure their lawyers are given every opportunity to take on and assist new clients.
“We haven’t had a single complaint from any of our clients,” said firm attorney Ken Eulo. “The accuracy and speed at which Answering Legal operates is quite clear from the moment you hire them.”
In this blog post, we’ll share with you some of the details of Smith & Eulo’s customer journey, and take a closer at how Answering Legal has impacted the firm’s day-to-day life.
Why Smith & Eulo Chose Answering Legal
A few years ago, Smith & Eulo decided to go on the hunt for a new phone answering service. One of the first services the law office tried out on a free trial basis was Answering Legal. After their trial with us concluded, Smith & Eulo gave another answering service a try for comparison purposes, and quickly realized there was no comparison.
“After only one day of the two-week free trial, we cancelled and called Answering Legal back to hire them immediately,” Eulo said. “When you run a law firm, addressing new potential clients immediately is the top priority. A single missed phone call can cost your law firm thousands of dollars. The difference in quality between (Answering Legal) and other answering services we have used is staggering.”
So what was it about Answering Legal that impressed Eulo during their trial period?
“The overwhelming majority of phone calls are answered by a live operator on the first call through,” he said. “Other answering services we sampled would often have multiple-minute wait times just to talk to someone, resulting in dropped calls from potential clients. From the experiences we have had, Answering Legal is head and shoulders above the rest, and is the premier answering service.
The Answering Legal Impact
One of the Answering Legal features that Smith & Eulo has found to be particularly valuable over the past few years is our overflow call handling. The Smith & Eulo’s Law Firm has a constant need for staying in communication with current clients, potential clients, and opposing attorneys, and our receptionist team has helped make sure their important calls never slip through the cracks.
“When phones are busy, there are overflow calls that simply cannot be answered by our in-house staff,” Eulo said. “Before Answering Legal, these overflow calls would not always be relayed to us, or the calls would be significantly delayed. This likely cost our firm significant sums of money and upset the morale of current clientele. With Answering Legal, I cannot say that we have missed a single phone call.”
Having the phone answering support of Answering Legal has taken a lot of pressure off of Smith & Eulo, particularly when the firm is dealing with absences from their in-office phone answering staff.
“In the past, when a secretary had to take time out of the office, our firm would take a noticeable hit in business and basic legal communication,” Eulo said, “Answering Legal allows us to avoid hiring temps when a secretary calls out, and provides us with a built-in backup staff for those difficult times. This has made the attorney’s job easier.”
The Power Of Advanced Message Taking
While overflow call handling has proved to be a game-changer for Smith & Eulo, there is another Answering Legal feature they’ve seen even more benefit from.
“We find the texting services to be the most useful,” Eulo said. “After every single phone call, a summary of the call is quickly texted to every person involved in the law firm messaging program.”
It’s true! After every call a member of our receptionist team answers on your firm’s behalf, we’ll send you over a text and email, featuring a brief recap of what was discussed in the call. Staying up to date on incoming calls is as easy as looking down at your smartphone. This makes working on the go incredibly easy.
“Every message is texted and emailed to law firm employees within seconds of the phone call,” Eulo said. “Other answering services we sampled would send notifications, but these notifications were often significantly delayed, resulting in lost clients who hired other firms during the delay in communication.”