As a website design and marketing agency dedicated to serving small law firms, The Modern Firm faced a significant issue with its automated phone tree system. Over half of incoming callers hung up before selecting from the automated options, leading to missed opportunities and client dissatisfaction.
Fortunately, the founder, Brendan Chard, discovered a better way to manage calls that came in after hours. The Modern Firm worked with LEX Reception to transition to 24-hour live receptionist coverage, ensuring every call was answered by a real person. With experienced receptionists answering their calls, the business streamlined its processes for new client intake, emergency response, and client assistance, creating a seamless experience.
Missed opportunities for legal sector growth
With their focus on delivering tailored solutions, The Modern Firm is a trusted partner to small law firms looking to grow their practices. However, the agency encountered a challenge that hampered their client experience and missed opportunities.
The Problem
The Solution
50% of callers dropped off due to an automated phone system.
- 24/7 live answering service
- Real people answering calls
The Problem
For years, The Modern Firm relied on an automated phone tree system (i.e. press “1” for sales, “2” for support, “3” for company directory) to manage incoming calls. While the system seemed efficient and functional on the surface, closer inspection revealed a critical issue: over half of their inbound calls hung up without making any selection. This meant potential clients couldn’t get the help they needed, leaving them frustrated and likely turning to competitors for help.
The lack of human interaction directly impacted The Modern Firm’s ability to attract new clients and frustrated current clients.
It was clear that they needed an alternative solution to ensure callers received a human connection, especially during emergencies.
“LEX gives me a lot of comfort knowing that any time of the day or week, our phones are being answered by a live person.”
Brendan Chard, The Modern Firm
The Solution
Recognizing human interaction’s critical role in enhancing client experience, The Modern Firm turned to LEX Reception. Callers, especially those with urgent needs, are now immediately connected to a real person, ensuring their calls don’t go unanswered.
Results
Since partnering with LEX Reception, The Modern Firm has seen a complete turnaround in its call handling.
With calls no longer unanswered, The Modern Firm has peace of mind knowing that a real person promptly addresses every caller. Brendan and his team now recommend LEX Reception to their clients.
“As a law firm marketing agency, we work hard to drive new business. When that ends in a voicemail, it often means a missed opportunity. Potential clients need a human connection and quick response — not a callback or a call lost in a black hole.”
Brendan Chard, The Modern Firm
Conclusion
The Modern Firm’s partnership with LEX Reception exemplifies how businesses can leverage human-focused services to solve operational challenges and improve client experiences. With the peace of mind from 24/7 live reception, The Modern Firm has strengthened its service offering and ensured its marketing efforts pay off in tangible ways.
