Ruby Receptionists

About Ruby Receptionists

Ruby provides virtual receptionist and live chat services, primarily targeting small businesses across the United States and Canada. The company was founded in 2003 by Jill Nelson in Portland, Oregon, initially under the name “Worksource Inc.,” which offered a variety of services including web design. Nelson, who had a background as a business broker, identified a market need for a more personalized and professional answering service beyond basic message-taking. This led to a pivot, focusing on providing live, remote receptionists who create meaningful connections with callers, a service that became the company's cornerstone.

The business operates on a subscription-based model, where clients purchase monthly plans based on the number of “receptionist minutes” they anticipate using. These plans are all-inclusive, providing access to a suite of features regardless of the tier. Ruby's services are designed to function as a seamless extension of a client's own office. US-based receptionists handle calls 24/7 with custom greetings, screen and transfer calls, take messages, schedule appointments, process payments, and perform new client intake. In addition to phone services, Ruby offers a managed live chat solution to engage website visitors and capture leads. The company supports bilingual communication, offering services in both English and Spanish.

Significant milestones in Ruby's history include a major investment in 2014 when Updata Partners acquired a majority stake for $38.8 million, a move intended to fuel the company's transition into a tech-enabled service provider. This investment supported the evolution of its proprietary software, including a mobile app for clients to manage their service and a new operating system for receptionists launched in 2022 to enhance interaction capabilities. The company also expanded its offerings by acquiring ProfessionalChats, a Kansas City-based live chat company. In 2019, the company solidified its brand by acquiring the Ruby.com domain, upgrading from its previous web address, CallRuby.com. After 16 years of leading the company's growth, founder Jill Nelson retired as CEO in 2019 but remained on the board of directors.