The Client
Meet Lincoln Goldfinch Law, a firm with over 15 years of experience. Founded by Attorney Kate Lincoln-Goldfinch, the firm began when she worked at a nonprofit organization, where she witnessed the struggles people faced with immigration cases. Having seen firsthand the heartbreaking stories of immigrant mothers being separated from their children and visiting them in detention centers, she felt compelled to help. Inspired by these experiences, she set out to create a firm that offered transparent, efficient, and compassionate legal representation—free from scams and misinformation.
Over time, Lincoln Goldfinch recognized that once clients became legal residents, they encountered new challenges. Many from Latin American communities, unfamiliar with the U.S. financial system, were bombarded with loan and credit card offers. In their home countries, financial education is often lacking, and they were unprepared for managing taxes, savings, and financial planning. As a result, many fell into financial difficulties—not from irresponsibility, but because of life’s hardships, such as illness or losing the family breadwinner.
To address these issues, Lincoln Goldfinch Law expanded its services about four years ago to provide financial education and support. They wanted to help clients navigate this unfamiliar territory, ensuring they understood the tools available and how to use them effectively. By offering this holistic approach, the firm has become a vital resource for the community, empowering people to overcome financial challenges without shame or misinformation.
THE CHALLENGE
The firm had been using an answering service for over seven years, but it was becoming increasingly expensive. They also experienced a lack of immediate support when issues arose, and communication with the service was difficult. Despite providing feedback, they never felt heard, and no noticeable improvements were made. As the business continued to grow, so did the bills, making it necessary for the firm to reassess how to manage their expenses and streamline operations.
Attorney Kate, having heard about Easybee from another lawyer, suggested looking into our services. After conducting thorough research, the firm decided to reach out to us in search of a more efficient and responsive solution
THE SOLUTION
From the start, the firm appreciated our prompt response times and bilingual service, which was crucial since nearly 60–65% of their callers are Spanish-speaking. Having native Spanish-speaking agents was a significant advantage, as it brought a different level of comfort and energy to the calls, something their previous service lacked despite being bilingual. The fact that we had experience working with other immigration law firms gave them confidence that we understood their specific needs and call topics.
Cost was also a key factor. Our pricing represented an improvement over what they had been spending with their previous provider, without compromising on quality. After doing demos with other companies and comparing them with us, it became clear that Easybee offered not only flexibility in integrating their systems and tracking calls but also a more empathetic and professional touch from our operators. The combination of better cost management, high-quality service, and seamless system integration made the decision an easy one for them.
The main features Kate uses from Easybee’s services are:
Lincoln Goldfinch Law benefits from two key features of Easybee’s services:
Message Taking
We collect vital caller information and ask filtering questions. Detailed messages are then promptly sent to the relevant team members.
Patching
For high-priority calls, such as those from government agencies or opposing counsel, we facilitate warm transfers. If the intended party is unavailable, we take detailed messages for follow-up.
THE RESULTS
Transitioning to Easybee was seamless, even though it impacted all departments. Typically, changes in software, systems, or processes bring challenges, but this shift was smooth and simple. Communications became clearer, and messages were easier to read—exactly what the firm needed. From the beginning, everything worked as expected, with calls flowing in smoothly, bringing peace of mind to the team.
When the first invoices arrived, the savings were evident without compromising quality. Easybee's flexible service allowed the firm to adjust their budget while maintaining excellent service. Anytime concerns or modifications arose, Easybee was quick and responsive, addressing issues promptly without constant follow-ups.
For firms considering a similar transition but feeling hesitant, the best advice is to simply talk to Easybee. Even if you're unsure of what you need, Easybee’s team can help you understand your call flow and how to make it more efficient. They listen, understand your challenges, and provide solutions tailored to your needs. If you're thinking about switching platforms, it's likely a sign that a change is necessary. Starting sooner rather than later is often the best approach!
Lincoln Goldfinch Law encourages other firms to consider Easybee for their answering service needs. Change can be intimidating, but Easybee ensures a smooth and effective transition, delivering tangible improvements that enhance efficiency without sacrificing quality.
