Improvements to Your Ruby Call Activity

Here at Ruby, we’ve made some exciting changes based on customer feedback to bring even more call data to your fingertips.

Next time you check the app or website, you’ll see all outbound and forwarded calls right alongside your receptionist handled activity. That’s right! Every business call record in one place.

We’ve made it easier than ever to see your latest activity at a glance by showing the caller’s name, call type, and a timestamp on the Home screen of the app, as well as the site’s dashboard!

And not only that—we’ve simplified the app’s navigation and brought forward a feature that customers are using most—the dialpad. Look for it in the bottom center of your screen.

Check it out!

Of course, we couldn’t be happier to bring you these updates, but we won’t stop there! We know that for many small businesses, texting is an essential communication strategy and a growing trend. To ensure our customers have everything they need to stay connected, we’re launching the ability to text from your business number in the coming months. Stay tuned for this announcement, and much more!

Happy Calling!

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Is your customer service WOW-worthy?

There is no denying we have transcended into a high-touch, high-tech, digital age.

But, even in this era of automation, focusing on the human element of your business can be your most valuable tool in impressing potential and current customers alike.

In fact, by 2020, customer service will replace price as the key brand differentiator.

Surprised?

Consider this: Word of mouth continues to be the most effective form of marketing in the business toolkit, and it is virtually free.

So, between meetings and fumbling through things like Google Analytics, how to design print ads, and donning every other hat of a business owner—how do you also create experiences worthy of your customer’s loyalty?

Enter the Ruby Service Pyramid.

Inspired by Maslow’s Hierarchy of Needs, our Service Pyramid starts with basic biz fundamentals and works up to the finer elements of our service.

Ruby's Customer Service Pyramid

We could break down the entire pyramid, step by step. However, for the sake of your time and the purpose of this blog post, we will skip straight to the heart of the matter:

Meaningful connections are the apex of customer service.

We have built our business on this idea. But, would personal connections matter to our customers if we weren’t able to pick up their calls?

Probably not.

Would it even be possible to connect with our customers if we didn’t deliver on the promise of our service?

Nope.

Investing in the proper technology, software, staffing, and metrics are essential in reaching a point where you can truly WOW your customers.

The next steps?

Well, there are a few between the bottom and the top of our Service Pyramid, but assuming you’ve gotten the hang of fostering a little happiness, anticipating your customer’s needs, and doing what you say you’ll do, you’re ready to…

Reach out and go the extra mile.

One fateful morning in Ruby history, a member of our Customer Happiness team was wrapping up a call with a customer:

“Is there anything else I can do for you?”

“Well, we are pretty hungry. Lunch would be great!”

After a shared laugh, the call ended and the Ruby began to wonder…

…Can I just…send them a pizza?

Voila. Just like that, our WOW program was born. We’ve been sending coffee cups with tea for a pick-me-up, sick packs, onesies, and more ever since.

But this isn’t just about the gifts. It’s about being human and engaging with our customer base in a way that matters.

So, when the time comes, how do you determine what to send a customer? When to send something? How do you even make these connections in the first place?

Great questions.

 How we coach around the art of personal connections at Ruby:

  • Friendliness is key. Minding your p’s and q’s goes a long way in building rapport between you and your customer
  • Ask open-ended questions to spark connections.
  • Listen. Genuinely listen to your customers and you will offer something rare and invaluable in today’s world of business. Did a customer mention how excited they are about the Dodgers game tonight? Are they sniffling through a cold?
  • Follow up! Sometimes a hand-written notecard is all it takes to make someone’s day.
  • If you’re sending a gift, make sure it makes sense. Keep it:
    1. Personalized. A Dodgers hat for the Dodgers fan excited for the Dodgers game.
    2. Appropriate. The items you send represent your company.
    3. Practical. The recipient should be able to use it.
    4. Timeliness. Send your gift along quickly to ensure relevance.

In taking the time to foster a connection, you’re elevating not only the experience of your customer, but also that of your employees.

It’s all about engagement. Oh, and referrals.

Which just so happen to be the cherry on top of creating meaningful connections.

Since launching our WOW program, customers have made a point in sharing their enthusiasm for WOW gifts.

Like this super adorable cookie basket we recently received at HQ:

Cookies received from a customer as a 'thank you' for great customer service.

From Instagram and Facebook posts, to giving us a shout out in a blog about the ROI of personalized customer service, our customers have let us (and their friends) know that this way of doing business means something to them.

And ultimately, as a company that strives to preserve and perpetuate real, meaningful connections in an increasingly technology-focused, virtual world, that’s all we could hope for.

The short of it is:

  • Deliver a quality service or product.
  • Get to know your customers.
  • Connect and WOW.
  • Earn referrals.

Now, start WOWing your customers and watch your business grow.

Interested in more tips on exceptional customer service? Check out our Using Words to Turn Callers into Customers eBook!

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WOW Story: Nobody Here but Us Chickens

Customer Service Chickens

Picture this: It’s Friday afternoon. Your co-workers have all slowly trickled out of the office, the closed sign is on the door, and the weekend is within your grasp. You’re just packing up for two days of fun when your desk phone rings. What do you do?

You could easily ignore the call, leaving the message until Monday. Or you could answer and see who Ruby has for you—just in case it’s important. If you’re Ruby customer Natasza, you definitely take the high road…with a big smile, to boot!

Ruby receptionist Rachel recently reached Natasza two Fridays in a row. These calls were Rachel’s last of the day in both instances and, in both instances, Natasza’s office was technically closed. But Natasza took Rachel’s call anyway and Rachel was struck by how chipper and cheerful Natasza always seemed to be, especially late in the afternoon on a Friday.

Rachel took the time to create a beautiful, hand-drawn, personalized notecard and share her delight with her favorite Friday customer. And she couldn’t have done it any better!

In true Natasza style, she responded with a notecard of her own, one-upping the original connection by adding a fun pencil and chicken flingers to the mix. (What are chicken flingers? Apparently, you stretch them on your finger and fling them across the room for endless office fun!)

Thank you so much for your kind words as well as your fantastic decorative card. It’s hanging in my cubicle. It’s a pleasure speaking with you when you call in. Thank you again for taking the time to spread cheer to me. I appreciate you taking the time. You’re the best.
Natasza

Clearly, Rachel’s kind words made quite the impact on Natasza. It just goes to show that you can never underestimate the power of a handwritten note. Now just watch where you’re flingin’ them chickens, Rach!

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Don’t Worry, Be Happy on International Happiness Day

Ruby Receptionists Service Pyramid

With titles like “Problem Solver & Happiness Maker,” “Service Kickstarter & Happiness Builder,” and “Happiness Cultivator,” International Day of Happiness is one of our Customer Happiness team’s favorite holidays!

While the Customer Happiness team goes through rigorous and continual training to ensure we’re prepared to support our customers and program beautiful instructions, a desire to fulfill our core value of Foster Happiness is something that can’t be taught. Here’s our manifesto:

We are a league of superheroes. We are leaders, advocates, and friends, who are masters of sharing Ruby® magic. We believe in simple and creative solutions. We embrace change and celebrate innovation, teamwork, and tacos. We act with integrity and assume charitable intentions. Together, we define, embody, and elevate the standards of world-class service.

Each of us is here because we have a calling to make people happy—and that extends to our customers, callers, and colleagues. We do this with help from the Ruby Service Pyramid®.
The base of the pyramid is Be Prepared with the Right Infrastructure. Our Kickstarter team works hard to ensure that our new accounts start off on the right foot by programming beautiful instructions for receptionists and providing new customers with everything they need to know about getting started with Ruby.

Next up, Do What We Say We’ll Do. Problem Solvers & Happiness Makers own the customer experience once they’re all signed up. If a customer needs us to start handling a new type of call, we’re there to program those instructions in a way that will remain consistent for our receptionists. If there’s ever a mistake or a misunderstanding, we’re there to ensure that those are corrected, and the root of the concern is resolved.

Foster Happiness is so important to us that it’s both a core value and a level of the Service Pyramid!

Customer Happiness is also there to Create Experiences. Receptionists reach out to Customer Happiness every day, to connect customer calls our way and to alert us of any updates that might need to be made. While Customer Happiness is located in a separate office, we make it our mission to connect with receptionists to create one large community as a company. This might be as simple as including a cute cat photo in my email reply, or sending a handwritten notecard to let that one receptionist who always makes me smile know that I’m thinking of them.

Moving our way up the pyramid, we find Give Them What They Don’t Even Know They Want. Let’s say we just added a new instruction to ask callers a few new questions when taking a message. Rather than adding the instruction and leaving it at that, our customer might get a call from the Problem Solver they worked with a few weeks later, just to check in and see how those changes are working out. It’s more than a passive exchange, it’s a full-circle conversation that the customer didn’t see coming.

If we’ve fostered happiness by mastering the Service Pyramid, then we reach the very top—Make Meaningful Connections. This is my favorite piece. There’s a customer I sent a handwritten notecard to as a receptionist back in 2016, just thanking them for making my day. This customer not only reached out through work channels to thank me, but stayed in touch personally after learning we had a few friends in common. To this day, we write each other now and then just to check in. He sends me articles that he knows I’ll be interested in, and I share pictures of events I attend with our mutual friends.

Now, this won’t happen on every call, every email, or even every face-to-face meeting. But the relationship and friendship I’ve built with this customer is the Customer Happiness special sauce—we foster happiness by taking a genuine interest in the lives of our customers and each other.

So, on this International Day of Happiness, I ask you to not only think of something that makes you happy, but take that and share it with someone else.

Learn More About the Ruby Service PYRAMID

WOW Story: Cold Hands, Warm Heart

Customer Love at Ruby Receptionists

At the beginning of winter, we are often more likely to welcome the crisp air, pulling our coziest sweaters and softest mittens from the depths of our closets. By February we start dreaming of a little more sun and a lot more warmth.

Ruby customer, Gwendolyn was stuck with a bad case of the winter blues. Who could blame her? She woke up one morning to a 31-degree day in North Carolina, a state with a typically temperate climate.

On this particularly frigid morning, she spoke with receptionist, Tyzoe. Gwendolyn mentioned that she was feeling pretty chilly and was finding it hard to be her natural, positive, upbeat self. Tyzoe asked Gwendolyn to do her best to stay warm and wished her well.

Of course, Tyzoe being a Ruby, this wasn’t the end of the story. Tyzoe jumped on Amazon and picked out a super-soft Snuggie to keep Gwendolyn toasty until spring.

Gwendolyn was truly touched by Tyzoe’s thoughtfulness and she reached out to show her appreciation. Her words speak not only to how amazing Tyzoe is but what an impact Ruby has had on Gwendolyn and her law practice.


A Warm Hello Tyzoe,

I arrived at my office to see a gift waiting for me. Now, who doesn’t love gifts? I am absolutely overcome with gratitude and joy. Thank you for the Snuggie. I love it, love it, love it. I have known from day one that I struck gold with Ruby Receptionists. My one wish in life is that I live my life in such a way that I am found worthy. I see in you the character that I behold. Being a lawyer isn’t what I do, it’s who I am. You too, are much more than your role at Ruby. I carry your kindness with me always.

And yes…

It is still cold. I know this beautiful Snuggie will not leave my side. ❤

Sincerely,
Gwendolyn


Fantastic work, Tyzoe! Your story has warmed my heart. (Pun totally intended!)

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WOW Story: National Lampoon’s Ruby Vacation

The holidays are a time for tradition; a time for nostalgia; and, if you’re last name happens to be Griswold, a time for some potentially groan-worthy movie references.

Ruby Receptionist, Tyler Griswold is certainly familiar with this annual phenomenon. And it seems he’s found a kindred spirit in customer, Jeff Griswold.

When Tyler remarked on their matching last names, he and Jeff began swapping stories of people connecting them to the fictional Griswold family from the National Lampoon Vacation films. To help Jeff get in the holiday spirit (and show his Griswold team pride), Tyler ordered a Clark Griswold desk ornament à la National Lampoon’s Christmas Vacation. It was holiday season, after all!


Ruby WOW Gift

Tyler, thanks so much for the Clark Griswold desk ornament. I love it.

We are entering that time of year when we Griswolds start to hear all of the Christmas vacation one-liners from people we meet. “Ha… no way… are you related to Rusty?! Is your dad Clark?” As Griswolds we must smile politely and feign laughter, pretending that we haven’t heard that same exact thing for the 6th time this week.

Hope this finds you well and thanks again,
Jeff


At least both Tyler and Jeff have a great sense of humor about their predicament! And honestly, there are worse names they could share…

Tyler, thanks for bringing that classic Ruby charm to Jeff! You’ve proven that sometimes sharing a laugh is the perfect remedy for a case of the Griswolds.

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WOW Story: The Steve Miller or a Steve Miller?

Ruby Receptionists WOW gift

If you’re a fan of classic rock, you’re definitely familiar with the Steve Miller Band. Or maybe you’ve just seen Happy Feet and recognized that cover of The Joker. Either way, there’s no denying that the Steve Miller Band owns a place in rock history.

Ruby Receptionist, Sarah B. definitely knows who Steve Miller is so she perked up a bit when she spoke with a caller of the same name a few weeks ago. Steve called Ruby customer Shelly, searching for estate planning services. Shelly and Sarah shared a good laugh about whether this was the Steve Miller or simply a Steve Miller.

Of course, Sarah couldn’t let this opportunity pass her by. She hopped on Ruby’s Amazon account and found Shelly a CD of the Steve Miller Band’s greatest hits and a Steve Miller Band button.

Shelly definitely got the in-joke! She loved Sarah’s gift and wanted to make sure that she was recognized for going above and beyond.


Customer Service WOW Story

“I just wanted to thank Sarah B. for sending me the Steve Miller Band CD and Button!!! We had a funny conversation the other day about a man that called in named “Steve Miller”, and she actually sent me the CD! I love the Steve Miller Band! Rubies always go above and beyond, but Sarah was really sweet, and I hope you recognize her for excellent service!”
Thank you!
Shelly


Truly excellent service! Sarah certainly made a genuine connection with Shelly and that music is sure to remind her of Sarah (and Ruby) from now on.

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WOW Story: Aloha from Ruby

What’s better than going on a Hawaiian vacation? Coming back to the office to find a custom-made video waiting in your inbox.

Sometimes the perfect gift isn’t a gift at all; at least not in a traditional sense. When Associate Problem Solver, Chloe got a status update from Danielle, she knew this was much more than business as usual.

Danielle emailed to let Ruby know that she’d be heading to Hawaii for a few days and asked us to hold her calls during that time. Not a particularly unusual request, but what Chloe did next is certainly going above and beyond. Chloe marked Danielle’s return date on her calendar as a reminder. In the meantime, she wrote a personalized song for Danielle to help her ease back into life on the mainland.

When her calendar reminder popped up on Danielle’s return date, Chloe grabbed her ukulele and recorded the song for Danielle to make sure she got it at just the right time. Clearly, Danielle was impressed.

She emailed in to Ruby not once but twice to brag about Chloe’s rhyme skills, share her delight, and recognize how proud she was to work with Ruby.


“The fact that Chloe took my vacation info, executed it perfectly, and then sent me a fun video that made me smile was simply awesome. I am proud to be hers and Ruby’s partner!”


What’s more, Chloe only picked up a ukulele for the first time two years ago. Since then, she’s been making strides in learning the instrument, and has even started her own YouTube channel to share her music.

Using her own unique personality and talents to create connections? Sounds like a Ruby, alright!

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