Ruby Reviews 834

a longtime customer of RUBY, can't say enough about how much they are appreciated.

I get good messages in a timely manner. It is a very good service

Easy and quick set up. I’ve had it for almost a month. I’m very happy with the service.

Great company. Great people. We live working with them.

I was a big fan of Ruby for the 3 years I have used them, I had even referred several clients to them. I would always brag to everyone how great their customer service was. Unfortunately in the past few months there have been some changes to the company and staffing and there customer service has become horrible. I have sent several request over the past 30 days to get an item resolved which they used to handle in minutes, now you get passed around and once they are frustrated and can't get an answer for you, they just hang up on you. I spent 2 hours on the phone with them trying to get resolved and still nothing. Its very sad to watch such a great company take a nose dive, but I will no longer be using Ruby.com

I must say that my experience with Ruby.com was extremely disappointing and frustrating. As a professional service provider, running a law firm specializing in Federal white collar crimes, I expected a high level of professionalism and accuracy in handling my calls. Ruby fell short on all fronts, leading to a noticeable loss of revenue for my firm.

Ruby mishandled my calls right from the start. Not only did they fail to follow the script I provided, but they also provided incorrect information to prospective leads, causing confusion and undermining the reputation of my practice. To address these urgent issues, I sent an email on July 4, 2023, detailing the problems and requesting immediate attention. I received no response from them, leaving me with no choice but to follow up with a phone call on July 6th.

Even then, getting in touch with someone from their happiness team was a challenge. I had to leave a message, stressing the urgency of the matter, but still received no call back. On July 7th, I finally spoke with someone after calling them twice the same day. We went over my service areas and provided them with a clearer, easy-to-follow script to ensure proper handling of calls. I received verbal and email assurances that the calls would be handled as requested, but it did't happen.

The very next day, they inaccurately informed a prospective lead that my firm did not handle a service that was clearly part of our offering. This error cost us the lead, as the caller's needs were within our expertise. Subsequent calls were also mishandled, and vital information such as phone numbers and email addresses was not taken down, making follow-ups impossible. To make matters worse, calls were not even transferred to our Intake Specialist, resulting in lost opportunities.

Frustrated with the recurring issues, I sent another "Urgent" email on July 17, requesting a prompt resolution. While I received an automated acknowledgement of my email, no one bothered to respond or reach out to discuss the problems. This level of neglect and disregard for customer concerns is unacceptable.

To add insult to injury, today, July 21, another lead was misguided by the receptionist, falsely stating that we do not handle SBA loan fraud defense cases when, in fact, it is our primary focus. This blunder was particularly damaging, as it was a lead generated through our paid advertising efforts on Google.

I tried to contact Ruby's team again, only to encounter the same lack of availability and unresponsiveness. At this point, I have no choice but to terminate Ruby.com and warn others in the professional service industry to avoid their services at all costs.

If you value your clients and want to provide exceptional customer service that contributes to increased revenue, Ruby.com is not the solution. Their inability to follow instructions, mishandling of calls, and neglect of customer concerns make them an unreliable partner for any professional service provider. Save yourself the trouble and explore other options that prioritize professionalism and accuracy in call handling.

For over two weeks I have been trying to gain support from Ruby. I have had four live chat conversations and sent three emails to their support email address. Despite flagging our support request as extremely urgent, we have had zero contact. This is extremely poor - I would give them zero stars if I could. We have started the process of looking for a new solution. I recommend that you do not engage with either PureChat or Ruby - look elsewhere.

Very attentive team, eager to meet my needs and those of my callers. And making my work life quite a bit easier.

Since the day I started the service with Ruby I have been 100% happy! They’re always professional and are very easy to work with and our customers who call in are glad to speak with a human!!

Team is very responsive and updates are easy to make

The messages received are accurate and contain necessary details.
My customers compliment me on our reception staff after their interaction with Ruby

Ruby has always been an important part of our business team. Ruby allows us to be with our clients instead of answering the phone.

Ella was kind, knowledgeable, and responsive

Professional, clear, and a great fit for my business!

Consistent & friendly service. Its such a benefit to have Ruby manage our phone calls so we can focus on running the business.

Operator are very well spoken and the support staff are very responsive.

My recent engagements with Ruby Customer Service weren't what I expected. I was pretty much challenged by the representative regarding instructions I gave to the receptionist regarding someone calling inbound for the 'wrong company.' The Customer Service rep tried to be an advocate for the receptionist because 'she too used to be one' My point that I shared with the CS agent - is when I told the receptionist that the caller had the wrong number - that should have been the end of it. Just because the caller insisted to speak with someone (and we were very busy setting up a large event for 1000 people) the receptionist should have unequivocally taken my word at face value, after all, I am the President of the company. If I said 'they have the wrong number/wrong company' then that should have been the end of it. I hired Ruby to save me time and energy, and SCREEN calls for me. In this case not only did the receptionist basically ignore my instructions and insist on forwarding the call to me (who was EXTREMELY BUSY) but the Customer Service rep who I followed up with basically told me she AGREED with the receptionist's response. Totally unacceptable. My word should be all the validation anyone needs that the caller has the wrong number, and wrong business - after all, I am the owner. As I told the receptionist - HE HAS THE WRONG NUMBER. No one listened, and they made their own assumptions on my dime and TIME. I was very happy with Ruby up until this call. Rule number #1 the customer is always right...especially when they tell you that they do not have any such person (the caller) on staff and they have the wrong number. Learn to listen to them. So sad that this situation could have ended differently if only the receptionist valued my words more than the callers.

Timing response to questions , excellent customer service , follow ups

Let's see, rep misinformed me that if I have Google Voice (GV) then perhaps a very portion of the calls would not connect. After the switch, it became clear that 30-40% of calls were being dropped or not connecting. Solution they proposed was to port over my GV number to Ruby. I did that and quickly found out that I can't use the Ruby app properly as it does not sync up well with Clio. Apparently there is a limitation on how many contacts I can sync up with their platform. Have no idea why they have a limit. Connecting Ruby to Clio does not work properly as it does not fully pull contacts from Clio. On the settings section, there are three dots that are spinning and nothing happens. So, to make calls I had to manually enter the number and dial out. So backwards and garbage compared to GV app. Now I have to port my number back to GV and come to find out I can't directly do that. I have to first port it to a cell plan, THEN port it to GV. I have already paid GV $3 to port out, now have to pay $20 to port in and who knows how much to get a cell plan to port my original number from Ruby to cell company. It's a giant mess. Aside from that, the receptionists clock in more time than it takes to take in basic information such as name, phone number, email and a brief explanation of what the call is about. I found myself going through logs and seeing 3 minutes and up to 5 minutes charges where the only information provided was name, phone, email and one line explanation of what the call was about. I don't need to supervise the reps. It's a compete waste of my time. I'm going with Smith.AI as they only charge per call not by minute. And certainly not for any spam, solicitation or dropped calls that they can't determine its due to spam or solicitation. Don't waste your time, go with another company.