{"id":4580,"date":"2025-05-23T10:47:43","date_gmt":"2025-05-23T10:47:43","guid":{"rendered":"https:\/\/www.lexreception.com\/blog\/?p=4580"},"modified":"2025-05-23T10:47:45","modified_gmt":"2025-05-23T10:47:45","slug":"modern-firm","status":"publish","type":"post","link":"https:\/\/www.lexreception.com\/blog\/case-studies\/modern-firm\/","title":{"rendered":"How The Modern Firm Reduced Caller Drop-Off Rates by 50%"},"content":{"rendered":"\n

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.\u00a0Over half of incoming callers hung up before selecting from the automated options, leading to missed opportunities and client dissatisfaction.<\/p>\n\n\n\n

\"How<\/a><\/figure>\n\n\n\n

Fortunately,\u00a0 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.\u00a0With experienced receptionists answering their calls, the business streamlined its processes for new client intake, emergency response, and client assistance, creating a seamless experience.<\/p>\n\n\n\n

Missed opportunities for legal sector growth<\/h2>\n\n\n\n

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.<\/p>\n\n\n\n

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The Problem<\/strong> <\/p>\n\n\n\n

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The Solution<\/strong><\/p>\n\n\n\n

50% of callers dropped off due to an automated phone system.<\/p>\n\n\n\n

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  • 24\/7 live answering service<\/li>\n\n\n\n
  • Real people answering calls<\/li>\n<\/ul>\n\n\n\n
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    The Problem<\/h2>\n\n\n\n

    For years, The Modern Firm relied on an automated phone tree system (i.e. press \u201c1\u201d for sales, \u201c2\u201d for support, \u201c3\u201d 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\u2019t get the help they needed, leaving them frustrated and likely turning to competitors for help. <\/p>\n\n\n\n

    The lack of human interaction directly impacted The Modern Firm’s ability to attract new clients and frustrated current clients.<\/p>\n\n\n\n

    It was clear that they needed an alternative solution to ensure callers received a human connection, especially during emergencies. <\/p>\n\n\n\n

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    \u201cLEX gives me a lot of comfort knowing that any time of the day or week, our phones are being answered by a live person.\u201d<\/h2>\n\n\n\n

    Brendan Chard, The Modern Firm<\/p>\n<\/div><\/div>\n\n\n\n

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    The Solution <\/h2>\n\n\n\n

    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\u2019t go unanswered.<\/p>\n\n\n\n

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