The SmallBizChat Podcast: Kate Winkler on Improving the Customer Experience with Ruby

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Kate Winkler is the CEO of Ruby, a live virtual receptionist and chat company. Kate is a dynamic C-level executive entrepreneur and mid-market business advisor. Following a successful career in the technology sector working with small and large businesses through various stages of growth, Kate joined Ruby in 2019. Ruby serves small businesses to help them survive and thrive through real human connections. The company supports over 13,000 businesses across the United States by providing virtual receptionists and live chat specialists. Forbes magazine highlighted Ruby as one of the best small businesses to work for in the US.

Today, Kate joins me to share how she became the CEO of Ruby and the challenges of taking over a company from its founder. She reveals how the business has evolved since she joined and how using Ruby can help companies improve their customer experience. She highlights the differences between the Virtual Receptionist service and Live Chat service and why it’s essential to create sales systems. Kate also advises on approaching customer service as a side hustle business and knowing when it’s time to outsource part of your sales process.

“Be present. Make sure you have every opportunity to service your consumers.” – Kate Winkler

Listen to the podcast below:

This week on SmallBizChat Podcast:

How Kate became the CEO of Ruby
The challenges of taking over a business from a founder
How Ruby has evolved over the last two years
How leveraging a service like Ruby can help small businesses improve the customer experience
The difference between the Ruby Reception service and Ruby Live Chat service
Why it’s crucial to create sales systems
Sales systems versus customer service systems
How to approach customer service in a side hustle business
How to determine when it’s time to outsource part of your sales process