Case Study: Legal Answering Service

Answering Service Lawyers virtual receptionist
Apr 28, 2021 / 2 min read

James Mullaney is a family law attorney serving the Jacksonville, FL area for over 20 years. With his experience and personable approach, James focuses on reducing the emotional toll of family legal disputes by making smooth transitions for clients and their families with fast resolutions and great service.  

Why This Lawyer Needed an Answering Service 

As a solo family law attorney and a father, James had a full plate with everything from administrative tasks and working with clients, to carpooling with his kids. James was answering the phone himself and simply couldn’t get to every call in time. 

If I wasn’t able to answer a call, people just weren’t leaving messages. I was missing out on a few new clients every month.

It was clear James needed phone support. And, he wanted to use his time to focus on providing great service to his clients and families – not hiring, training, and managing additional staff members.  

Enter Virtual Receptionists from PATLive 

The concept of hiring a virtual receptionist service was not new to James. Having used another provider for 2 years, James learned about PATLive’s legal answering service with affordable pricing and made the switch instantly. 

The onboarding process was very smooth. Within just a couple of days, I started forwarding all of my calls to PATLive. It was that easy.

PATLive’s team of virtual receptionists greets every one of James’ callers with a live voice. They take messages, take in new client information, and transfer calls (when he wants them to). By switching to PATLive, James saved 25% on his bill and gained high-touch, high-quality service from a provider with 30+years of experience answering calls for attorneys.  

PATLive can handle every type of call. I never even had to tell them if a judge calls, send them through to me. They just knew that’s how it works.

A Virtual Extension of the Practice 

Not only do PATLive receptionists save James time from taking calls or hiring and managing an in-house receptionist, they capture potential clients that he wouldn’t be able to if he continued to be the only person available to answer. With a large, remote team of virtual receptionists, PATLive is ready for client intake around-the-clock, and sometimes captures multiple potential clients concurrently, during the busy time of day.  

“I use PATLive just like my receptionist. Even if I opt to have a caller sent to voicemail, the fact that they were greeted by a live person makes them more likely to leave a message.” 

Now, with PATLive’s new web and mobile apps Jim is able to check for new call details and voicemail messages from anywhere so he can act fast on existing client matters or new client opportunities. 

When asked what he would say to a solo practitioner considering an answering service, James said, 

PATLive pays for itself. The receptionists are reliable and capture business I would never be able to on my own.


To learn more about how PATLive can serve as an extension of your law practice, give us a call at 800-775-7790 or get started today with a 14 day free trial.