When an IRS levy notice or audit letter arrives, someone isn't casually researching options. They call more than one firm, looking for a tax attorney who will pick up right away. That urgency often hits nights and weekends, long after the office has closed. When a call goes unanswered, the next one goes to a competitor, and the case goes to whoever responds first.
Wiggam Law is an Atlanta-based tax firm with a staff of over 50 — attorneys, enrolled agents, paralegals, and administrative support — representing individuals, businesses, and investors in disputes with the IRS and the Georgia Department of Revenue. "Start Your Free Case Review" drives every page and every ad they run. Inbound calls are where the firm either wins a client or loses one, and too many were slipping away.
With Voice Assist, Wiggam Law has:
- Captured after-hours and overflow consultation bookings that would otherwise have gone to competitors
- Enabled qualified callers to book a consultation through Calendly before the call ended
- Connected Google Ads spend to actual consultations, where a single missed call can cost thousands
- Protected attorney calendars by screening and qualifying callers before they can book
- Added a 24/7 layer on top of its existing team — without adding headcount
- Improved message accuracy with clean transcripts and verified contact details on every call
- Helped the team identify and route existing clients calling marketing numbers
After hours, marketing calls went to voicemail
Before CallRail’s Voice Assist, Wiggam Law used a third-party answering service for after-hours call coverage. During business hours, an in-house receptionist handled the main line with a third-party answering service as overflow. After hours, those calls hit voicemail.
Nicole Hewitt first worked with Wiggam Law in 2018, helping build the firm's original intake department. As its current Head of Client Experience, she ran the numbers. With average case values of $9,000 to $10,000 and the firm winning around 55% of the leads they qualify, every missed call represented up to $5,000 in lost revenue. That’s a costly gap for a firm investing heavily in Google Ads in a competitive Atlanta market.
With 78% of clients choosing the first firm that responds, Wiggam Law could not afford to leave after-hours callers waiting. The firm tried closing the gap with a self-scheduling link on its website, but it created a new problem. Unqualified leads filled the non-attorney salesperson's calendar and ate up the intake team's time — time that could have gone toward vetting qualified leads and scheduling them with the salesperson or an attorney for a case review.
Two questions, one booking, zero phone tag
When Wiggam Law enrolled in the early beta for Voice Assist, Nicole built the intake script herself. The firm's work involves some of the most sensitive financial situations a person can face, so the goal wasn't to collect detailed information. It was to screen quickly and book the right callers.
Voice Assist now asks two questions:
- Have you been contacted by the IRS or the State Department of Revenue?
- How much do you owe?
Just being able to have the AI assistant take messages has been a major improvement. Every time, the AI assistant gets it right, and the team finds it incredibly reliable from that perspective.
– Nicole Hewitt, Head of Client Experience, Wiggam Law
Qualified callers book before they hang up. Everyone else gets a callback.
The most valuable part of this integration is that it removes the delay between qualifying a caller and getting a consultation on the calendar. For firms like Wiggam Law, being able to book that meeting before the caller hangs up can make a meaningful difference in both speed-to-lead and conversion.
– Aundreia Heisey, Head of Ecosystem Strategy at Calendly
When callers owe more than the firm's minimum case threshold, Voice Assist identifies the callers and syncs with Calendly to get a consult scheduled with the firm's non-attorney salesperson. For a stressed taxpayer calling at 10 p.m., that's the difference between leaving a voicemail and leaving with an appointment.
For callers below the threshold or with more complex situations, Voice Assist identifies them so the team can prioritize who to call back first.
By limiting Voice Assist to two qualifying questions, Wiggam Law keeps the detailed financial discussion where it belongs — the consultation.
The system runs across three scenarios:
- After hours: Marketing line calls route to Voice Assist automatically
- During business hours: Voice Assist handles overflow when the in-house receptionist is unavailable
- Existing clients: The team reads Voice Assist transcripts to identify existing clients and route them to the right attorney
From missed calls to booked consultations
The immediate payoff was capturing after hours consultations that wouldn’t have happened otherwise.
"After hours, calls were answered, but only a message could be taken. So just the few consultation bookings that the AI assistant has gotten for us — those were leads we probably wouldn't have spoken to or may not have gotten back to before they engaged someone else," Nicole said.
On the operational side, the intake team spends significantly less time working around messages that weren't always complete or accurate. Voice Assist captures exact contact details and clean transcripts and summaries on every call.
Getting accurate transcripts and missed call notifications, alongside the automated bookings, has taken a burden off our team. It has streamlined how we handle everything from fielding and screening inbound calls to executing timely callbacks.
– Nicole Hewitt, Head of Client Experience, Wiggam Law
CallRail also gave the firm clearer visibility into its Google Ads performance, showing which campaigns and keywords generated consultation requests, not just calls. "CallRail gives us much clearer visibility into our Google Ads attribution. It serves as a partner tool alongside our PPC agency, ensuring every single lead and call generated by our campaigns is accurately tracked and accounted for," Nicole said.
Close the after-hours gap without adding staff
For most law firms, the answer to missed calls has always been more staff. Another receptionist, another answering service, another live chat tool. Wiggam Law's setup reframes the question: instead of adding headcount, Voice Assist layers directly on top of the team it already had — screening after-hours calls, catching overflow, and handing off only the callers that are actually qualified. It runs whether or not anyone is at their desk, which is exactly when it matters most.
We are highly focused on automating our processes to achieve the fastest possible speed-to-lead. Anytime CallRail introduces a smart workflow innovation like the Calendly integration, I am the first to champion it. Seeing that sync become available was an absolute game-changer for us.
– Nicole Hewitt, Head of Client Experience, Wiggam Law
