5 Ways to Improve Customer Service at a Law Firm

Any law firm knows that good customer service is key to its success. However, this is an area where many of them are starting their journey.

Keeping clients satisfied throughout the process of dealing with legal matters can result in a beneficial long-term relationship. Conversely, poor customer service can be a quick way to lose customers and gain a bad reputation.

Therefore, mitigating the risk of having a brand association is essential to growing a reputable law firm. Also, focusing on improving customer service offers a great opportunity to drive company growth. With the information, data and call center technology available today, building positive customer relationships is easier.

How to Transform Customer Service in a Law Firm?

1) Focus on the First Point of Contact

The initial experience any potential client has with a law firm can be the deciding factor in whether or not they will choose to work with it. For this reason, the first point of contact must be efficient, informative and professional; with a contact center that has agents trained in legal terms, who help build trust and promote a “human” connection between the client and the company.

Using the right technology can streamline and automate these processes, whether through email, phone calls, or other digital channels, based on each person’s contact preferences.

2) Pay Attention to Details

For this, choosing the right CRM is essential. Customer relationship management (CRM) technology is gaining popularity in the legal sector. A good CRM can help nurture your customers, build stronger relationships, and improve communication.

Ultimately, the use of CRM technology allows you to pay more attention to the details and the different steps during the process. This allows the development of a stronger and more complete relationship with the client.

3) Keep Customers Informed

One of the most critical areas of client relations within a law firm is clear and efficient communication. Ultimately, people want to know what’s going on and stay on top of developments in their legal inquiries and processes.

The worst customer relationships are based on confusion and miscommunication. Maintaining open and consistent communication between attorney and client is key to a successful relationship, as they are entrusting the firm with their legal matters and need guidance and reassurance.

4) Return Calls and Emails as Soon as Possible

As we have mentioned before, fast and efficient communication is the central idea behind a good relationship with the client. To achieve this, people need to be kept informed in the most effective way possible. One of the main disadvantages of many law firms is that they leave clients waiting for days before receiving a response. This could cause the loss of the client.

Responding to client inquiries by email and calling them as soon as possible will make it easy for clients to communicate with the firm.

5) Harness the Power of Technology

Fortunately, we live in a world where call center technology has advanced enough to facilitate the resolution of queries, speed of contact, optimization of processes and a good customer experience (CX).

This type of technology includes solutions to improve customer service and find data-driven insights on when and how to best help the people who trust a law firm.