24 May 2018 By: Jacklin Altman
In today’s digital age, customer service matters more than ever. With the advent of new technology constantly changing the way we do business and get questions answered, it’s no wonder that firms are putting customer service improvements at the forefront of their to-do list. Law offices are no different.
In choosing a potential attorney, clients have hundreds of options. With the exception of highly specialized law, in most cases, people have tens (if not more) choices, so it is imperative that your law office stands out.
Exceptional customer service is one of the simplest and most effective ways to distinguish your practice from the competition. For example, when a user is searching for a new attorney, they’re likely browsing multiple websites looking for answers on everything from rates to what the process is going to look like. Imagine if when they reached your site, they were instantly greeted by a friendly, knowledgeable operator who is able to field all of their questions while making them feel welcome in your practice. This would surely set you apart from the other nameless, faceless sites that aren’t focused on customer service.
When potential clients visit an attorney’s website, they often leave frustrated when they can’t find the answers they’re looking for.
In rifling through site after site, information gets lost. Maybe your contact button is obscured by a pop-up, maybe your FAQ doesn’t cover a certain aspect of the legal process, or maybe your rates aren’t listed. If potential clients can’t find the information that they came for on your site, they’re likely going to check out a competitor. If that competitor has superior customer service, they’ll likely sign the client just because they were able to connect with them and give them answers quicker. By employing live chat on your site, you ensure that every website visitor has a personalized, helpful experience. A trained customer service agent can ask the proper questions to determine what exactly a potential client needs. Meanwhile, the potential client gets all of the information they’re looking for, making them less likely to seek out a competitor’s services.
Potential clients likely don’t want to pick up the phone.
This is just human nature. Given the choice between phone support or chat support, most people prefer the live chat option. It’s less effort, it allows them to multitask, and it can be just as personal and effective if used properly. Phone calls mean having to stop what you’re doing, going somewhere quiet and private, and who knows how long a call can take? Offering live chat services ensures that potential clients don’t have to be bothered to pick up the phone, as they can get all of the information they seek conveniently from live chat. This will give you an instant advantage over any competitors who rely solely on email, which can be slow and get complicated for back and forth communication, or phone calls, which most people don’t want to do.
Customer service has gone digital, and law offices need to be ready for that change. By employing live chat services on their websites, attorneys are able to provide an all-around more helpful, convenient, and personalized experience to any potential client that’s coming to their site. Relying on email or phone is both slow and outdated, and will likely send your potential clients to your competitors’ sites. Just as you prioritize providing the best in-office experience to your clients, prioritize providing that same level of service online to ensure you’re signing and retaining more clients.