Nicole Lavallee faced significant challenges in managing calls for her family law firm, Reeves Lavelle. 

Missed calls, after-hours emergencies, and insufficient staffing for round-the-clock availability led to lost leads and negatively affected client service. By partnering with LEX Reception, Nicole introduced a 24/7 answering solution that turned these challenges into opportunities. 

What were the results? More leads, higher client satisfaction, and improved crisis management contributed to her firm’s exponential growth.

Introduction

Nicole Lavallee has been passionately serving clients in family law for over two decades. Based in Central Massachusetts, her firm represents individuals and families during some of the most challenging periods.

Reeves Lavallee partnering with LEX Reception

Nicole prides herself on her ability to transform people’s lives through her work. However, like many small law firms, she found herself constrained by her working hours. 

Family law often involves unexpected emergencies, from urgent custody issues to crisis calls with real-time consequences. Nicole wanted to ensure her clients received immediate, compassionate assistance, but the lack of staffing made that problematic. 

Enter LEX Reception, a trusted partner that provides tailored call-handling solutions for law firms. 

The Problem

The Solution

Missed calls and limited support led to lost leads and delayed responses during critical client moments.

  • 24/7 call answering
  • Real human interaction
  • Urgent call escalation
  • Call recordings & message delivery

The problem

Nicole’s law firm was facing a threefold challenge:

  • Missed calls: With no infrastructure for answering calls 24/7, Nicole and her team could not respond to urgent client inquiries outside of business hours.
  • Staffing challenges: Limited team availability made it difficult to manage overflow calls, leaving leads unanswered and potential clients slipping through the cracks.
  • Lack of crisis handling: Family law often involves emotionally charged situations requiring immediate support. Nicole is not always available to handle high-stakes scenarios, leading to dissatisfied clients or delayed responses at critical moments.

For Nicole, these gaps in availability not only threatened her firm’s growth but also her commitment to providing client care that exceeded expectations. 

The Solution

Nicole turned to LEX Reception, a legal reception service specializing in 24/7 call handling designed for law firms. By implementing LEX Reception’s services, Nicole was able to address her firm’s pain points with the following features and benefits: 

  • 24/7 availability: LEX Reception ensures calls are answered day and night, even during holidays or emergencies. For Nicole, this means clients never feel left in the dark, regardless of when they reach out. 
  • Compassionate, human interaction: Every call is answered by real humans, not bots, ensuring empathy and professionalism in every interaction. This personal touch makes a significant difference in Nicole’s client relationships. 
  • Crisis management: Urgent calls, such as law enforcement waiting for action or emergencies, are identified and immediately escalated to Nicole, ensuring swift action. 
  • Call recordings & message delivery: LEX Reception provides Nicole with detailed call records, saving her time and giving her peace of mind. Messages are relayed accurately, with the firm’s specific needs prioritized every time. 
  • Seamless integration with Setmore: By connecting with Nicole’s scheduling tool, LEX Reception helps prevent double bookings and streamlines appointment management across multiple attorneys. 

“LEX Reception has been a true game-changer for my firm. Knowing that my clients are always cared for – even in emergencies – is priceless.”

Nicole Lavallee, Reeves Lavallee PC

The Results

Since partnering with LEX Reception, Nicole’s law firm has experienced transformational growth and improved client outcomes. The measurable results include:

  • More leads & higher client satisfaction: Every call is now handled with care, turning potential leads into paying clients and leaving existing clients impressed with the service. Feedback from clients consistently highlights the empathy and professionalism of LEX Reception’s agents.
  • Reduced stress for Nicole and her team: Nicole no longer has to worry about missing critical calls or juggling emergency situations. “Emergencies don’t just happen 9 to 5, and LEX ensures that my firm is always there for our clients when they need us most.”
  • Firm growth: Nicole has scaled her operation significantly. What once required only one person answering phones has now grown to include three team members, with LEX Reception handling overflow and after-hours calls.
  • Efficient crisis response: LEX Reception’s swift handling of a crisis call on a holiday helped Nicole save a client from going to jail. Immediate action and message transfer allowed her to resolve the situation quickly. 

The Future

With LEX Reception as a trusted partner, Nicole can continue to focus on what she does best – changing lives through family law. The extra time saved has allowed her to allocate more billable hours, expand her services, and grow her practice further. Nicole is optimistic about the future and confident that as her firm evolves, LEX Reception will adapt to meet her needs. 

Making every minute count 

By choosing LEX Reception, Nicole Lavallee solved a critical operational challenge and transformed her firm’s client service. The ability to handle emergency calls, strengthen client relationships, and save time has allowed her to scale her practice and thrive in a competitive practice area. 

If you’re ready to streamline your operations, improve client satisfaction, and grow your business like Nicole did, LEX Reception can help. Our expert call-handling services provide the time and support you need to focus on what matters most. 

Schedule a demo today and see how LEX Reception can revolutionize your law firm.

24/7 call answering Lex Reception.