How Should Law Firms Adapt To Improve Remote Client Satisfaction?

How can law firms effortlessly streamline communication and maintain the logistics necessary to remain a running and effective firm, not only for themselves, but also for their clients?

5 Keys To Improving Remote Client Satisfaction For Law Firms

1) The Art Of Collaboration

The adoption of collaboration tools within many companies has created a revolution that is fuelling a new era of customer service. As smaller law firms find it more difficult to deal with the pressures of client demands, having an integrated system will prove beneficial in more ways than one: You will maintain a stronger team, with open communication between partners, associates and paralegals alike; will allow the team to be transparent and responsive to customers; and, therefore, you will attract new prospects.

In this era, customer demands are changing because they want information almost immediately. In a society where everything is more or less a click away, law firms need to be responsive and fast. Efficiency is key. That’s why many law firms have chosen to integrate Microsoft Teams to allow their staff to coordinate and collaborate effectively.

2) The Shift Towards Technology

The advent of Microsoft Teams has changed the focus of many businesses as they move to unified communications environments and omnichannel customer interactions. Microsoft Teams has become the collaboration platform of choice for law firms as well.

By integrating telephony within Microsoft Teams, it is possible to call any phone number from Teams and answer customer calls. Company phone numbers can also be used for both incoming and outgoing calls. And, of course, chat, call colleagues, videoconference, share documents, etc.

With the customer journey becoming more important to organisations, more companies are handling more of the day-to-day interactions they have with customers through automated or self-service channels. The remaining queries and interactions tend to be more complex and often require multi-party involvement to resolve. That’s why we’re seeing a growing number of law firms using Microsoft Teams for first contact resolution (FCR) and better customer experience (CX).

3) Go The Extra Step

Integrating Teams with an omnichannel contact centre solution offers enhanced levels of customer engagement. With broader collaboration capabilities, law firms can gain better insight into the content and progress of their calls. When integrated with CRM and legal systems, it allows access to relevant customer information on the call and inquiry at hand, helping them resolve the issue and easily share information with other agents, if needed. Simultaneously, a contact centre chatbot can “listen” to the call and provide appropriate guidance regarding additional customer service options. And when they feel the need for quick support, they can easily request assistance.

By integrating the call centre with Teams, companies can improve the service levels they provide to end customers by ensuring agents have the best possible tools to meet their needs.

4) Enable Remote And Hybrid Work

• Integrating the contact centre with the broader business.
• Sharing information to provide a consistent experience.
• Enabling a unified approach to operations and reporting.
• Driving an improved, more agile and efficient experience.

Being responsive is important and makes you much more attractive to potential and existing customers alike. By implementing simple actions for smoother CX, such as having first call resolution or directing callers to the right person, you can leverage a positive response from clients.

5) Stay Within The Law

Law firms are unique in terms of client interaction. Keeping customer data secure is vital; not only to improve trust, but also to ensure case files are up to date.

Having a call centre that allows interactions (voice and text calls) to be recorded, fully indexed, searchable and extracted for easy export to email as needed makes the system more synchronous and simple. These recordings can be used for anything from summarising a call, resolving disputes, achieving regulatory compliance, and being used for training. Again, this will allow firms to stay on top of each task, making it simpler not only for lawyers and partners, but also for clients.