Client
VanderVeen Elder and Special Needs Law is led by nationally recognized attorney Jennifer VanderVeen and serves clients in elder law, special needs planning and estate management. Its clients are often families working through some of the hardest decisions they will ever make, which puts a premium on every phone call: timely communication and emotional reassurance are part of the service itself.
Angela Williams and the VanderVeen team manage a busy caseload where the same people who answer the phone also move the legal work forward. When the two started competing, the firm went looking for help. The practice areas reward preparation and patience, but the phone does not wait: a family calling about a guardianship or a special needs trust often needs to hear a voice the same day they find the courage to call.
The Challenge
Elder law clients are often in vulnerable situations. When their calls went to voicemail, anxiety went up, and so did the volume: clients who could not get through called again and again, and staff burned hours returning messages instead of working cases. The firm was struggling with missed calls and voicemail overload, which led to:
- Client anxiety and frustration
- Repeated calls from clients trying to reach the office
- Workflow interruptions and inefficiencies
- Staff time lost to voicemail follow-ups
For a practice whose clients need reassurance most of all, “we’ll call you back the next business day” was the wrong answer.
The Solution
The team turned to Abby’s Human and AI Receptionist solution, looking for a way to ensure that every client call was answered promptly, professionally, and with care, even outside traditional office hours. Abby is one subscription used three ways: human receptionists, the AI Receptionist, or any mix, so a firm can choose how each call is handled and change it at any time.
VanderVeen implemented the AI Receptionist for 24/7 call coverage, with a focus on:
- Prompt, always-on call handling, at any hour
- A natural and engaging caller experience
- Reducing missed connections and voicemail dependency
The AI Receptionist answers on the first ring at any hour, holds a natural conversation, takes messages and shares the information the firm provides, and it can hand a complex or sensitive call to a human receptionist. Messages and call details reach the team within seconds, and a minute with the AI Receptionist uses half an Abby Minute, so around-the-clock coverage stretches the same plan further, with no after-hours or weekend upcharge.
The firm no longer chooses between casework and the phone. It is the same combination Abby’s legal answering service runs for law firms of every size.
The Results
The impact was immediate and transformative:
- Call responsiveness improved: calls were answered in real time.
- Client satisfaction increased: fewer repeat calls and less frustration.
- Workflow streamlined: the reduction in call-backs helped the team focus on casework.
- Positive feedback across the board: even team members’ families noticed the AI’s natural, human-like tone. “Even Jennifer’s husband listened in and gave it a thumbs up!” Angela noted.
- Skeptic turned advocate: Angela was initially skeptical of AI, but became a believer after seeing how well the system adapted and personalized interactions.
In Their Words
“The AI Receptionist has been a game-changer for our office. In our field of elder law, missed calls and voicemail frustration can lead to heightened anxiety for our clients. Having an AI-powered solution that ensures calls are answered promptly (without the typical ‘we’ll call you back the next business day’ response) has been a huge relief. It feels personalized, it adapts well, and it eliminates the frustration of endless voicemail loops. If I had to sum it up in one phrase, I’d say it’s a ‘life preserver and safety net’ for ensuring smooth client interactions. I would absolutely recommend it to any business looking to enhance efficiency without losing that human touch.” Angela Williams, VanderVeen Elder and Special Needs Law
What will your success story sound like? The AI Receptionist takes its training from more than 20 years of Abby’s human answering experience, and every plan starts with a free trial and no setup fee.
