Ruby provides personalized live virtual receptionist and 24/7 web chat services designed to help small businesses capture leads and build trust through human connection.
Ruby provides personalized live virtual receptionist and 24/7 web chat services designed to help small businesses capture leads and build trust through human connection.
Ruby (formerly Ruby Receptionists) is a premier provider of live virtual receptionist and web chat services, specifically tailored for small-to-medium-sized businesses (SMBs). Founded in 2003 and headquartered in Portland, Oregon, Ruby has grown from a boutique answering service into a market leader that supports over 14,000 businesses across North America. The company’s primary focus is on helping professional services—such as law firms, home service providers, and healthcare practitioners—create exceptional first impressions and capture every business opportunity.
Ruby’s service offering is centered on two main pillars: Live Virtual Receptionists and Live Web Chat. Their receptionists handle inbound calls, perform outbound follow-ups, schedule appointments, and qualify leads with a level of professionalism and warmth that mimics an in-house employee. Parallel to this, their live chat service provides 24/7 engagement for website visitors, converting passive traffic into actionable leads.
With a strong market presence in the legal and home services sectors, Ruby has positioned itself as an essential partner for businesses where trust and responsiveness are critical. Over the past two decades, the company has successfully integrated technology with human intelligence, moving beyond simple message-taking to offer a comprehensive communication platform that includes a robust mobile app and seamless CRM integrations. Their history is marked by a consistent focus on the "customer experience," helping small businesses compete with larger organizations by providing a high-end, responsive front-office presence.
Company Differentiation
Ruby distinguishes itself through a "people-first" philosophy in an increasingly automated world. While many competitors are rushing toward purely AI-driven customer service, Ruby maintains that human empathy and real-time connection are the primary drivers of brand loyalty. Their company culture is built around "The Ruby Way," a set of values that emphasizes making meaningful connections and legendary service.
Their business model is unique in its focus on the "small but mighty" business segment. Unlike large enterprise BPOs that require high minimum volumes, Ruby has scaled a high-touch service model that treats a solo practitioner with the same importance as a mid-sized firm. Their approach to customer success goes beyond technical support; they act as a growth partner, providing insights into lead conversion and caller behavior that help small businesses optimize their operations. This commitment to the success of the American small business owner is a core organizational pillar that sets them apart from generic call centers.
Ruby offers three primary service categories, which can be bundled or purchased separately:
Virtual Receptionist Plans: The core offering focused on live call answering, transferring, and messaging. Tiers are defined by monthly receptionist minutes.
Ruby 24/7: An extension of the receptionist service that provides round-the-clock coverage, including holidays and weekends, for businesses that need constant availability.
Live Chat: A managed chat service for your website. Live agents (not bots) respond to web visitors in real-time to capture leads and provide support. This is typically billed based on the number of "engaged chats."
Ruby for Legal/Medical: Specialized versions of the service that include industry-specific intake forms and enhanced compliance features (like HIPAA-secure messaging).
Product Differentiation
Ruby’s product suite is engineered to bridge the gap between a traditional answering service and an in-house receptionist. The core technical advantage lies in the Ruby App, which provides business owners with real-time control over their communications. Users can toggle their availability status, view detailed call records, and even make calls from their business line via their personal mobile device to maintain a professional appearance.
Key differentiators include:
- **Intelligent Routing and Scripting:** Unlike rigid call centers, Ruby’s platform allows for highly customized call-handling instructions that adapt to the caller's needs, ensuring a seamless extension of the client's brand.
- **Integrated Web Chat:** Ruby offers a managed live chat solution where real humans—not just bots—engage website visitors. This omnichannel approach ensures that leads are captured regardless of how they choose to contact the business.
- **Deep Integration Ecosystem:** Ruby integrates directly with industry-standard tools such as Clio, Rocket Matter, MyCase, and various CRMs. This ensures that every interaction is automatically logged into the user's existing workflow, reducing administrative overhead.
- **Proactive Lead Qualification:** Beyond just taking messages, Ruby receptionists are trained to qualify leads based on specific criteria, ensuring that business owners spend their time on the highest-value opportunities.
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Ruby: 24/7 Virtual Receptionists & Live Chat for Small Business
